Registration Supervisor

Oregon Health & Science University•Portland, OR

2d•Hybrid

About The Position

The Ambulatory Registration Services department of OHSU Hospital and Clinics is responsible for collecting registration information, including patient demographic information, verifying insurance eligibility, determination of potential eligibility for financial assistance, as well as determining potential eligibility for other assistance programs, such as Medicaid, and making appropriate referrals. Additionally, registration provides a centralized location for data entry of REALD (Race, Ethnicity, Language, and Disability) questionnaires and patient/practice questions related to REALD collection and reporting.

Requirements

Associates degree or combination of education and equivalent experience.
5 years progressively responsible experience in a healthcare organization, with a demonstrated knowledge of indemnity insurance, Medicaid/Medicare, managed care health plans and the general reimbursement environment, in a position that included front end revenue cycle patient contact.
Computer skills including word processing, Windows applications, and use of database software, Excel.
Excellent verbal and written communications skills.
Strong customer service orientation and experience.
Personnel management skills.

Nice To Haves

Bachelors preferred in related field.
Prior experience in Patient Registration in an ambulatory setting.
Two or more years of experience in a supervisory role, with demonstrated effectiveness in daily operations and personnel management of a large work unit in a union environment.
This experience would include hiring or recommending hire, work assignments, performance assessment, counseling and mentoring of staff.
Epic Prelude experience.

Responsibilities

Directly supervise department staff, including orientation, work assignment, on-going feedback and/training, performance monitoring and counseling.
Monitor staff activity for accuracy, competency, effectiveness, and conformance to individual performance standards, OHSU core competencies, and compliance with Registration Department and OHSU policies.
Assure all initial and ongoing training, orientation, staff meeting attendance, and in service requirements are met.
Conduct performance assessments.
Develop corrective action plans as needed.
Monitor staff attendance and appropriate utilization of leave accruals.
In conjunction with the department manager, identify developmental needs of staff, individually and department wide, coordinate training and develop in-services to meet these needs.
Measure quality indicators to ensure staff provide high quality customer service to both external customers and internal customers.
Maintain skills in registration, insurance requirements, as well as knowledge of practice and ancillary operations, integrated care and telecommunications.
Monitor department’s telephone performance and call management measures, using available technology.
Ensure staffing levels or adequate to meet department needs.
Serve as department liaison to assist practice, ancillary, and registration and office specialist staff with daily Epic Prelude and/or process issues.
Utilize production reports and telephone statistics for on-going feedback and training opportunities for staff.
Triage and resolve or forward patient complaints to appropriate department.
Communicate directly with patients, OHSU management staff, internal physicians, community physicians, agency staff, insurance representatives and others who have encountered difficulty in accessing health care at OHSU.
Responsible to carry out job duties in an ethical, effective, and professional manner, report potential compliance problems using the reporting process as outlined in the Code of Conduct, model ethical and appropriate behavior, professional standards, compliance, and personal integrity.
Participate in compliance training programs.
Understand and comply with the Code of Conduct, OHSU and departmental policies and procedures, applicable rules, and regulations.
Serve as an expert resource for REALD and registration processes.
Work with other departments and/or vendors to request changes, enhancements, and resolve issues.
In conjunction with the department manager, monitor departmental compliance with government, professional, and internal regulations.
Develop and/or update policies and procedures to meet objectives as needed.
Participate on committees and quality improvement projects as requested.
Review and update internal department procedures.
Make recommendations for new procedures to department manager and/or leadership team.
Participate in the development and delivery of staff education/training sessions for the ambulatory practices and other OHSU departments, as needed.
Gather and/or verify patient information including demographic information, which includes REALD data entry.
Provide explanation to patients and practice staff regarding REALD requirements.
Collect guarantor, emergency contacts, insurance coverage, and financial status.
Verify patient eligibility for health care coverage and enter appropriate insurance plan information and codes.
Enter all information accurately into OHSU databases.
Provide financial screening for low income or non-sponsered patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate.
Complete reverification, udpates, and/or new patient registration from patient work queues, email, or inbasket as assigned.
Other duties as assigned.