Pre-Registration Supervisor

FirstHealth of the Carolinas, Inc.•Pinehurst, NC

4d•Onsite

About The Position

This role involves supervising the Pre-Registration team while also performing primary registration duties. The supervisor is responsible for planning services using an appropriate problem-solving approach, demonstrating urgency for patient distress, identifying communication barriers, and verifying essential patient information such as insurance eligibility, demographics, SOGI, and debt mitigation. The position requires pre-registering patients for oncology appointments, monitoring coordination of benefits, missing insurance information, and initial authorizations. The supervisor will also recommend policies for efficient patient registration flow, train and supervise pre-registration staff, resolve patient complaints, manage work queues in Epic, and collaborate with the Revenue Cycle team. Additionally, the role involves connecting patients to support services like Financial Navigation, Nurse Navigation, and Social Work, posting payments accurately, and maintaining outstanding customer service standards during patient outreach. The supervisor must ensure patient information is secured, computers are locked when away, and interactions with patients are courteous and considerate. They are also responsible for maintaining equipment, supplies, and a safe work area, adhering to safety and infection control measures, and communicating clearly with providers, managers, direct reports, and patients. Educating patients on clinic policies and procedures and reporting information appropriately using the EHR/EMR system are also key functions.

Requirements

High school graduate.
Three years in a physician’s office working face to face with patients preferred.
Previous registration and supervisory experience are highly preferred.
Experience with Epic EMR, office skills, knowledge of medical terminology, and insurance knowledge a plus.
Excellent verbal and written communication skills, computer skills, and customer service recovery experience required.
Exemplifies multi-tasking ability.

Nice To Haves

Associates Degree preferred, but not required.

Responsibilities

Uses an appropriate problem-solving approach to plan services.
Demonstrates a sense of urgency relating to a patient’s level of distress.
Identifies barriers to communications.
Verifies insurance eligibility, demographic information, SOGI, Debt Mitigation, and other required registration fields.
Pre-registers patients for upcoming oncology appointments.
Monitors for coordination of benefits, missing insurance information, and initial authorizations for upcoming appointments.
Recommends policies and procedures for the center that ensure efficient flow of patient Registration.
Trains, counsels, coaches, and supervises Pre-Registration staff with the assistance of the Assistant Director (TBD), Director, and Human Resources department and associated guidelines.
Resolves patient complaints/concerns and reports appropriately to center administrators and FH Risk Management. Identifies those areas where processes could be changed to assist in preventing on-going complaints of this nature. Works with administrators to implement corrections.
Manages assigned work queues in Epic to resolve Registration errors and complete Pre-registrations in a timely manner.
Works with Revenue Cycle team to communicate in regards to Registration errors and timely Pre-Registration of patient appointments.
Connects patients to the appropriate support services for assistance. This includes, but is not limited to: Financial Navigation, Nurse Navigation, Social Work, etc.
Accurately and accordingly to policy, posts payments.
Works in a primary position while simultaneously supervising the Pre-Registration team.
Maintains outstanding customer service standards for patient outreach.
Secures patient information when leaving work area.
Locks computer system when away from work area.
Works with patients in a courteous and considerate manner.
Wears FH name badge and introduces self to patients as needed and required by the situation.
Works on behalf of the patient to resolve any appointment or information discrepancies.
Manages timely patient outreach to secure patient information prior to their appointment to ensure the physical check in experience is outstanding.
Maintains equipment in proper working order. Follow manufacturers' manuals for care of office equipment. Notify manager of equipment failure.
Maintains adequate supply of materials and forms. Use supplies conservatively.
Keeps a neat orderly and safe work area.
Adheres to established infection control measures.
Assures patient safety by following applicable patient safety goals.
Communicates clearly with providers, managers, direct reports, and patients.
Educates and informs patients about clinic policies, procedures and processes using basic simple language and principles of adult learning.
Involves administrators in all patient concerns/complaints in a timely fashion after first trying to diffuse the situation to support direct reports.
Uses approved format for recording and reporting messages. i.e. telephone encounter, Secure Chat, Cortext, etc.
Maintains written reports of all situations requiring manager’s attention.
Utilizes the EHR/EMR system if in place to facilitate role as it related to referrals, follow-up patient instructions or other activities required in a clinic setting to augment quality for patient care and coordination.