Registration Supervisor – Ambulatory

Hennepin Healthcare•Minneapolis, MN

8d•Onsite

About The Position

Oversees front desk patient arrival and departure staff in the clinics to ensure timely and efficient pre-registration/registration functions. Coordinates and maintains daily operations of the clerical areas including ADT/Prelude/Cadence functions, point of service collections, customer service, process improvement, quality assurance, and standardized work implementation (P&Ps, Reg Standards, etc.) to maximize patient satisfaction and service for customers. Complies with regulatory initiatives, oversees effective staffing plans, manages/develops staff, and ensures compliance with productivity and accuracy standards. Responsible for implementing performance/ quality improvement and customer service initiatives to create a superior patient experience. Monitors registration processes ensuring patient safety and satisfaction goals are met, self-pay activities are successful, and organizational revenues are consistent with the HCMC mission, vision, and values. Assists with the development of policies, procedures, and processes in coordination with patient access leaders to ensure the highest quality services are provided consistently to all customers.

Requirements

Bachelor’s degree in Business, Management, Health Care Administration, or related field or approved equivalent education/experience
Proven experience as a Supervisor or Project Management/Leadership relevant role
An approved equivalent combination of education and experience
Experience with electronic medical record functionality (preferably EPIC ADT/Prelude/Cadence or Resolute), and eligibility verification
Knowledge of state and federal legislation and CMS regulation, HIPAA, Privacy, and other regulatory and accreditation agencies;
Knowledge of current Medical Assistance, Medicare, charity care, self-pay, insurance plans, MNsure, etc
Knowledge of budget preparation and management
Knowledge of project management and performance improvement
Skilled in the use of computer systems, including practice management systems, reporting tools and the Microsoft office suite; creating presentations, facilitation of meetings
Ability to communicate effectively with all levels of the organization, verbally and in writing, and within the health care community
Experience in supervising staff -- Lead, mentor and coach staff
Develop, implement, and sustain policies and procedures
Organize, delegate and monitor work assignments
Change agent: Plan, prepare and support staff through changes
Ability to work cohesively and respectfully with a diverse work force and patient population
Ability to prioritize, organize, problem solve, and communicate with multidisciplinary staff
Skilled in overseeing the efforts of individuals within the department
Ability to effectively involve department staff in the application of quality measurement and improvement tools
Skilled in fostering a positive workplace culture and building inclusive workplace teams
Demonstrated ability to quickly learn new technologies and systems and provide instruction on complex processes
Capable of assisting managers with decisions and activities
Ability to appropriately prioritize and carry-out work
Ability to comfortably and effectively facilitate meetings and feedback sessions

Nice To Haves

Experience with Epic applications: Prelude, Cadence, Referrals
Understanding of medical terminology
Experience with insurance and patient registration requirements
Experience with electronic eligibility
Experience working in a union environment
Experience or knowledge of process improvement using LEAN concepts

Responsibilities

Ensures the quality and accuracy of registration data system-wide to support complete, accurate, and timely registrations. Ensures staff perform within registration accuracy standards
Work with staff to develop strong customer service skills
Drives point-of-service collection efforts and serves as subject matter expert
Ensures that goals and objectives of the team are properly defined and implemented in accordance with regulatory and compliance guidelines and aligned with department budget.
Implements registration and scheduling standards/P&Ps, quality measures, work standardization, and process improvements using LEAN methodology and consistent with the organization’s goals/objectives and industry trends
Maintains appropriate staffing levels according to established volume ratios and department budget
Ensures staff competency standards, staff orientation and ongoing education/development, etc. Assists with staff recruitment, retention and development. Understands and works within union contracts
Assures appropriate levels of understanding, awareness, and compliance with applicable federal, state, and agency laws, regulations, guidelines, and professional standards. Participates in operational, safety, security, and infection control programs as required
Assists with setting department direction and priorities, provides oversight and monitors day-to-day office operations. (includes productivity, financial, customer satisfaction, employee engagement, etc.)
Maintains a collegial and cooperative relationship with staff and other leaders; communicates across service areas working as a team to search out and implement efficiencies, economies, and best practices
Completing special assignments as requested
Other duties as assigned