Manager, Admitting Registration Services

Children's Hospital and Health System•Milwaukee, WI

21h

About The Position

The Manager, Admitting Registration Services manages the daily operations of a 24/7/365 Emergency, Admitting and Imaging Registration Department. The role supports the development, implementation and successful outcomes of departmental and organizational goals, and is responsible for service excellence, fiscal administration and allocation of human resources. The manager maintains 24-hour accountability for registration needs and works closely with the Admitting & Registration Services Manager and Patient Placement Registered Nurse to support appropriate patient placement and bed utilization. The position collaborates with peers, directors, clerical and nursing staff, revenue cycle leadership, information management services and other stakeholders to plan and implement priorities, policies, procedures and process improvements. It oversees staffing, downtime preparation, registration quality and productivity, and upfront cash collection efforts. The manager also provides staff education and hands-on training, communicates process changes, resolves operational issues, and guides employee development and performance.

Requirements

At least 2 years of previous supervisory or management experience.
Knowledge of hospital policies and procedures related to registration and patient accounts, managed care policies and procedures, and hospital data systems, acquired through three years of experience in patient access, patient accounts or a related area.
Excellent written and verbal communication skills to communicate effectively with families, physicians, third-party payors, department staff and other hospital management and staff.
Demonstrated ability to manage, direct and teach while valuing and fostering collaboration.
Ability to make independent decisions, value diverse opinions and approaches, and incorporate them into decision-making.
Ability to work in a fast-paced environment using effective critical thinking and resource-management skills.
Ability to handle difficult situations using effective problem-solving skills.

Nice To Haves

Bachelor's degree.
Previous experience managing shifts in a 24/7/365 environment.

Responsibilities

Manage daily operations of the 24/7/365 Emergency, Admitting and Imaging Registration Department.
Develop, implement and support departmental and organizational goals, priorities, policies and procedures.
Collaborate with peers, directors, clerical and nursing staff, revenue cycle leadership, information management services and other stakeholders.
Work with the Admitting & Registration Services Manager and Patient Placement Registered Nurse to support efficient patient placement and bed utilization.
Prepare for monthly and routine downtimes by ensuring appropriate staffing, education and protocols.
Identify problems and solutions, collaborate with stakeholders on process improvements, and adapt strategies and plans to changing conditions.
Maintain 24-hour accountability for registration needs and help ensure 24/7 leadership on-call coverage.
Manage the department staffing plan to provide cost-effective staffing that meets customer needs, patient volume and acuity demands.
Work with registration staff to improve upfront cash collections in the EDTC; provide initial and ongoing copay collection education and hands-on training.
Complete audits and address opportunities for improvement.
Monitor, evaluate and communicate monthly quality and productivity standards with each ED Registration staff member.
Resolve issues involving systems, patient placement, billing, registration and scheduling through collaboration with hospital departments.
Communicate the rationale for process changes and encourage staff participation in problem resolution.
Assess, advise and guide staff in developing their skills and talents, and support staff in using their judgment in their responsibilities.
Perform people-management responsibilities, including employee engagement, recruitment, performance management and development.