Covenant Health

Manager, Patient Registration & Financial Services 

Full Time, 80 hours Per Pay Period, Day Shift

Claiborne Medical Center, a member of Knoxville-based Covenant Health, offers a full range of medical services including emergency care, general and orthopedic surgery, rehabilitation, and diagnostic services. Our radiology services are certified by the American College of Radiology in Computerized Tomography (CT), Mammography, Magnetic Resonance Imaging (MRI), Nuclear Medicine, and Ultrasound. Claiborne also provides skilled and long-term care through Claiborne Health and Rehabilitation Center. Our team of physicians and staff is dedicated to putting our patients first, every day.  For more information, visit ClaiborneMedicalCenter.com. 

Position Summary:

Provides leadership and oversees training to staff in Inpatient Admitting, Outpatient Registration, Emergency Room Registration, Financial Counseling, Cashier, Insurance Verification and Pre-certification. Possesses a managerial understanding of all aspects of the admitting process, registration process, point of service collection process, and insurance and benefits verification processes. Monitors all functions of the registration and financial service offices and maintains processes, policies & procedures and equipment to ensure promptness and efficiency of all registration and financial service functions. Recruits, selects, develops and motivates a competent staff to insure the continuance of productivity and positive morale. Responsible for main admissions and ED admissions. Will be responsible for being on call. Customer service, management and hospital experience desired in candidates.

Recruiter: Alexa Robbins || arobbin2@covhlth.com || 865-374-8110

• Monitors the registration of patients, ensuring that staff displays courtesy and an understanding of patient concerns, while ensuring that delays in the registration process are kept to a minimum and accuracy of data ranges from 95% to 100%.
• Recommends new and updates existing policies and procedures that are intended to increase efficiency and promote data integrity.
• Oversees compliance with the Joint Commission, State and Federal regulations, CMS guidelines, and other regulatory agencies as they relate to department activity.
• Maintains competency in skills necessary to support staff in the performance of their job duties.
• Responsible for the planning, preparation, and administration of the annual department operating and capital budgets.
• Provides guidance and leadership to the registration and financial service areas, including oversight of hiring, training, employee counseling, employee evaluation, establishment of work priorities and other daily operational duties.
• Oversees coordination of inpatient admissions, outpatient registration, emergency room registration and financial services work scheduling. Ensures that cross training is incorporated as appropriate into the scheduling process so that employees are capable of working within each area.
• Oversees maintenance and processing of employee payroll and attendance records.
• Identifies and provides problem resolution related to processes within the registration and financial services area.
• Professionally deals with patients, physicians, public, and other management personnel concerning registration and financial service matters.
• Continually monitors the quality of the department work product incorporating computer and manual reporting into daily use to identify problems related to the registration process. Independently monitors work performed, periodically talking with customers and spot-checking accounts and other reports to insure accuracy of information and patient satisfaction, reporting back to staff opportunities for enhancing work performance.
• Involves and monitors staff participation in departmental goals on an ongoing basis.
• Monitors the creation, maintenance, and distribution of all required documents and statistical reports related to patient information.
• Supervises verification of insurance benefits, estimation of self-pay amounts due, and collection of registration deposits.
• Works with clinical departments to coordinate the flow of inpatient and observation patient registrations.
• Cooperates with other department directors to improve and revise patient records/information and services.
• Stays abreast of regulatory and insurance requirements ensuring that changes are incorporated into the computer system and/or workflow, documented and communicated to staff.
• Analyzes pre-certification denials and requests for additional information to determine need for changes to operational procedures.
• Proficiently utilizes internal support staff to research and recommend resolution to practices that may jeopardize financial collection on accounts, lead to questionable admissions and/or conflict with the Joint Commission/internal policies.
• Regularly communicates medical center and department activities with staff.
• Attends and serves on professional/civic service organizations as hospital representative.
• Works with the Revenue Cycle Team and deals with specific issues as it impacts denials. Analyzes denials and ensures corrective action is taken to prevent denials from reoccurring.
• Assists with and prepares for implementation of computer upgrades and new software installations.
• Resolves customer complaints that cannot be resolved by staff.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Minimum Education:           

Bachelor's Degree preferred.

Minimum Experience:         

Two (2) years’ of supervisory experience and three (3) years’ of medical center business office experience required. Knowledge of third party payors and insurance verification requirements required.

Licensure Requirement:      

None