Clinic Registration Supervisor

POSITION OVERVIEW (non-exempt):

When the Clinic Registration Manager is unavailable, the JCHC Clinic Registration Supervisor provides leadership and support to registration and scheduling staff, promotes excellent patient experiences and collaborates with clinic leadership to optimize registration workflows and patient access services. The supervisor also maintains the provider on-call schedule, provider schedule templates and provider PTO requests.

QUALIFICATIONS:

• High school diploma is required.
• Associate degree in healthcare administration, business, or related field preferred.
• Minimum of 3 years of healthcare registration, scheduling, or patient access experience required.
• Previous leadership, lead-worker, trainer, or coordinator experience preferred.
• Experience working with electronic health records and registration systems preferred.

ACCOUNTABILITY:

Reports to Clinic Registration Manager

DIRECT REPORTS:

JCHC Clinic | Fairfield Registration & Scheduling Representatives

POSITION-SPECIFIC REQUIREMENTS:

• Coordinate daily registration activities to ensure efficient patient flow and outstanding customer service.
• Monitor registration processes and identify opportunities for improvement.
• Assist staff with complex registration, scheduling, insurance, and patient service issues.
• Ensure patient demographic, insurance, and guarantor information is obtained accurately and maintained appropriately.
• Support timely collection of co-pays, deductibles, and other patient financial responsibilities.
• Helps coordinate staffing the registration and scheduling areas when needed, including Walk in Clinic (WIC), for all hours of operation in the most efficient and cost-effective manner to meet the health centers financial and patient service needs.
• Participates in interviewing, selection, orientation, and training of registration and scheduling personnel
• Develop, maintain, and distribute physician and advanced practice provider on-call schedules.
• Coordinate provider paid time off (PTO), continuing education (CME), and other planned absences while ensuring appropriate clinic coverage.
• Maintain and update provider scheduling templates within the electronic health record and scheduling systems.
• Monitor provider schedules for template accuracy
• Collaborate with clinic leadership and providers to optimize appointment availability, access, and scheduling efficiency.
• Coordinate schedule adjustments related to provider onboarding, departures, leave of absence, and changes in clinic operations.
• Communicate schedule changes promptly to providers, staff, and affected departments.
• Serve as the primary resource for provider scheduling questions and scheduling-related workflow concerns.

SUPERVISOR REQUIREMENTS:

Administrative

• Serve as a lead resource and subject matter expert for registration staff when Clinic Registration Manager is unavailable.
• Provide ongoing coaching and support to team members as delegated from Clinic Registration Manager.
• Participates in the development and achievement of established hospital and departmental goals
• Investigates patient, family, physician complaints, and follows appropriate risk management and grievance process guidelines to resolve the situation

Financial/Technical Responsibilities

• Support insurance verification and authorization workflows as appropriate.
• Assist in reducing registration errors that may impact billing and reimbursement.
• Assists with selection, use, maintenance, repair of department equipment
• Prepares and validates statistical data in a timely manner when delegated by Clinic Registration Manager

Personnel and Resource Management

• Communicate operational concerns and process improvement opportunities to leadership.
• Participate in department meetings and organizational initiatives.
• Assist with data collection, reporting, and performance monitoring as requested by leadership
• Coordinates and participates in in-service programs, committees, and staff meetings as appropriate
• Utilizes a team base approach by seeking suggestions and input from staff and colleagues

Professionalism

• Demonstrate exceptional service to patients, families, providers, and staff.
• Address patient concerns professionally and respectfully.
• Foster a welcoming and patient-centered environment.
• Leads staff by example
• Exhibits excellent customer relations with patients, visitors, physicians, and co-workers
• Presents a positive/professional hospital image
• Establishes and maintains effective and professional working relationships with employees, policy-making bodies, third-party payers, patients, and the public
• Uses discretion to retain information that is confidential
• Applies effective communication skills and keeps lines of communication open with staff to ensure high employee morale and a professional, healthful atmosphere

Quality Management

• Monitor registration quality and accuracy through audits and observations when appropriate.
• Assist in developing and maintaining registration workflows and training materials as delegated by Clinic Registration Manager.

WORK ENVIRONMENT:

• Works in a well-illuminated, climate-controlled environment
• May come in contact with hazardous chemical or treatment modalities
• Possibility exists of exposure to communicable diseases
• Involvement in inpatient care may result in unavoidable work-related illness or injury
• Work environment is comfortable, with minimal exposure to physical hazards
• Moderate to loud noise environment when machines/equipment in use
• Involvement in checking in/moving of supplies may result in unavoidable work-related injury
• Must be constantly alert for patient/family emergency situations