Lead Registration Representative

As lead Registrar, you are responsible for leading, managing and motivating team members daily.  You will act in conjunction with the Supervisor to oversee daily functions and operations of your area and serve as a primary contact person for team members of your area, so your communication and organizational skills should be excellent.  You should be able to act proactively to ensure both smooth team operations and effective collaboration.  Day-to-day operations will include monitoring team performance and reports on metrics, discover training needs and provide coaching, listen to team members’ feedback and set a good example and engage the team to achieve goals.  Must possess keen understanding of patient registration and insurance verification and admission notification requirements.  Essential job functions require the ability to guide, mentor and lead staff towards success.  Must possess strong analytical skills for various reporting as well as the ability to report on statistics and forecasting.  The lead Registrar is responsible for collaborating with the Supervisor for successful implementation of procedures, management, process improvement, and overall success of your immediate area and in collaboration with the WMC Health System.  Performs other related work as required.

RESPONSIBILITIES

• Assures optimal financial and administrative workflow in a fast-paced environment to assure the complete gathering of all patient demographic and financial information to accurately identify and register or pre-register all patients into the hospital information system.  Demonstrates knowledge of complete patient processing workflow and expedites transactions to assure patient satisfaction and safety.  Assures thorough documentation is applied on all visits and appropriate follow-up is addressed through effective tracking and resolution.
• Manages non-clinical staff in a manner that promotes optimal productivity, achieves patient and physician satisfaction and engages employees to perform at their highest level, all consistent with the WMC Health System. Communicates effectively within the department and between shifts in an effort to keep staff informed.
• Collects, evaluates and audits registration data for quality review. Brings non-compliant registration transactions and/or opportunities for improvement to the attention of respective employees.  Assists with preparing monthly departmental statistical reports, provides timely re-education and helps assure the competency of staff through routine audits, education and review.  Communicates opportunities for process improvement for data capture and accuracy to upper management.
• Assists with Registering / Admitting patients when necessary. Maintains and shares current knowledge of insurance regulations, payer billing sequences, proper documentation and copay collection efforts with Registration staff members, providing accurate references to current policies and procedures.  Offers departmental assistance, informative support and training to current and newly hired colleagues.
• Provide Ad hoc reporting to the leadership team.
• Provides rotating on-call support to ensure minimum staffing levels are maintained. Assists with maintaining daily and future staffing schedules for all Registration staff, assuring all shifts are appropriately filled with prudent use of available resources. Reinforces appropriate communication standards between staff with regard to schedule changes and attendance. Creatively reorganizes staffing to maximize coverage and minimize overtime on all shifts when possible and upon demand.
• Identifies opportunities to enhance customer service approaches and effective communication with and among all staff to assure consistency and excellence in customer service. Extends flexibility in work schedule to maximize exposure for necessary training needs among staff.
• Recognizes and analyzes customer needs and expectations, accommodating patients and families in ways that facilitate efficient registrations with high levels of customer service.
• Promotes/portrays a high level of professionalism, both technically and personally.  Possesses strong work ethic and exhibits optimism.  Adheres to the departmental dress code policy and maintains a professional appearance and positive attitude.

QUALIFICATIONS/REQUIREMENTS

EXPERIENCE

• 3 years of experience in registration required

EDUCATION

• High School Diploma required

LICENSES/CERTIFICATIONS

• N/A