Supervisor of Patient Registration, Radiology

BMC Software•Boston, MA

19h•Onsite

About The Position

Under the supervision of the Senior Manager, Supervisor of Patient Access Services plans, supervises, coordinates and directs the day to day operations of the front desk teams. The Supervisor is responsible for: Ensuring the delivery of outstanding customer service, resolving issues, and providing accurate information to customers. Participating in the recommendation, development and implementation of short and long term quality service strategies that improve customer satisfaction and department operations. Proactively identifying and resolving service barriers and working with partnering departments as needed to do so. Staff hiring, retention and satisfaction Collecting, analyzing and reporting the necessary data to ensure customer service and productivity standards are achieved.

Requirements

Bachelor’s degree or an equivalent combination of education, training and experience is required
Work requires at least three years of healthcare or financial counseling experience and complete knowledge of third party payor requirements and federal and state regulations.

Responsibilities

Implements department policies, procedures and standards and supervises registration operations to achieve productivity targets, quality standards and operational goals; supervises the staff responsible for screening prior-authorization and coordination of specialized services requests.
Prepares activity report on volume and performs daily quality data review and makes appropriate corrective actions.
Resolves departmental operations problems.
Participates in the development of policies and procedures to ensure outstanding service delivery and customer satisfaction.
Responsible for the daily analysis of department daily patient volume, monitoring and adjusting staff resources (registration) to meet demand and performance goals and maximize efficiency.
Interviews applicants and makes hiring decisions.
Orients new employees and trains current employees on new procedures and regulations.
Monitors staff to ensure compliance with established workflows, administers disciplinary procedures and resolves grievances.
Ensures registration staff have the tools and training needed to provide outstanding customer service.
Works with other members of management team to identify and implement technological enhancements to improve service delivery.
Acts as information resource to other departments and doctors’ offices on patient information and appointment completion.
Identifies staff training opportunities to enhance customer service through the use of metrics and staff feedback.
Participates in direct training of staff as appropriate.
Responsible for completion of annual performance evaluations of direct reports.
Serve as front desk staff back-up or covering supervisor, as needed.
Assists with complicated financial clearance cases.
Maintains current knowledge of policies and procedures.
Monitors staff satisfaction, achieves retention goals and maintains a positive work environment and culture for Call Center staff.
Maintains current knowledge of all workflows, software and technology used by the Scheduling Call Center and Department
Participates in projects and committees as needed
Performs other tasks as needed as a member of the management team.
Performs other duties as needed.
Must adhere to all of BMC’s RESPECT behavioral standards.