Covenant Health

Registration Supervisor

Full time, 80 hours per pay period, Day shift

Roane Medical Center Overview: 

Proudly serving our community, Roane Medical Center is committed to your healthy future! Our state-of-the-art facility is equipped with modern technologies and expert staff to provide you the best possible patient care. From our quality medical, surgical, emergency and critical care services to our diagnostic imaging and rehabilitation support, you will find the right blends of technical expertise, medical professionalism, and patient quality and satisfaction at Roane Medical Center.

Position Summary:

Has full knowledge of all positions within the Registration Department, including the outpatient scheduling functions, Inpatient, Outpatient and Emergency Room registrations.  Provides daily leadership to the Registration Department. Provides leadership to all personnel within the department to ensure that all duties are performed accurately and efficiently.  Resolves complex registration or outpatient scheduling issues that cannot be resolved by the staff.  Serves as the primary registration and outpatient scheduling contact for physicians, nursing managers, and other hospital departments.  Actively monitors work productivity to ensure accuracy rates are maintained.  Serves as a communication resource to the Knoxville Business Office Services to ensure all hospital personnel are informed and educated on insurance and compliance requirements.  Under the direction of the registration director can conduct with the interview process to recruit, select, develop and motivate competent staff to ensure the continuance of productivity and positive morale. Prepares for Director to review staff performance evaluations, recognition, and suggested disciplinary actions.  Performs staff coaching and counseling as approved by the Director. Takes a lead role in providing excellent customer service to all customers.  This position assists the department Director with maintaining productivity of the department and with meeting the department’s goals.

Recruiter: : Brittany Smithson || bpartell@covhlth.com || 865-374-5363

Integrity 

• Demonstrates the ability to handle varying tasks as well as understanding and interpreting procedures relative to the Registration and outpatient scheduling processes; monitors department processes, ensuring that staff exhibit excellent customer service, while ensuring delays in the process are kept to a minimum and accuracy of data ranges from 95% to 100%.
• Recommends to the Director new and updates to existing polices and procedures that support our values and are intended to increase efficiency and promote data integrity. Recognizes situations, which necessitate supervision and guidance, seeks appropriate resources.
• Maintains departmental, Administrative, MSDS, Safety and Training manuals for the registration area. Maintains Registration staff employee folders.
• Communicates and provides education to staff on compliance with the Joint Commission, State and Federal regulations, and HCFA guidelines as they relate to department activity.
• Demonstrates the ability to identify and review problem registrations to determine reason(s) for and resolution of problems soliciting input when required from outside resources, and delegates to staff for follow-up.
• Monitors the daily patient schedule, volumes and Call Management System daily and assigns appropriate staff based on volumes. Generates reports daily, weekly and monthly and provides to staff and Director.

Quality

• Demonstrates continued education and skills necessary to support staff in their job duties.
• Displays a good knowledge of departmental budget, and maintains salaries, supplies and equipment within set guidelines. Notifies Director of any discrepancies.
• Provides daily leadership and scheduling of staff in the Registration department. Collaborates with department supervisory staff to ensure training is incorporated into the registration and scheduling processes. Provides in-service education for existing personnel on new policies and procedures as developed.
• Handles staff issues such as schedule changes and daily process questions.
• Schedules and conducts interview for new positions, making recommendations for hiring to the Director.
• Provides daily guidance including: training, employee coaching, employee evaluations, establishment of work priorities and other daily operational duties.
• Processes time edits through payroll system and attendance records, and obtain approval from Director for overtime request.
• Professionally deals with patients, physicians, visitors, other hospital staff members concerning registration matters.
• Monitors daily audit reports to identify process/education improvements. Searches for innovative ways to identify opportunities for improving the registration and outpatient scheduling processes.
• Demonstrates ability to keep abreast of regulatory and insurance requirements ensuring that changes are documented and communicated to the staff.
• Relieves registration personnel when necessary.
• As designated, assumes management of department when the Director is not available.
• Performs other duties as assigned to the satisfaction of the Director.

Serving the Customer

• Communicates effectively with patients / public, co-workers, physicians and / or their offices, and other hospital personnel using verbal, nonverbal and written communication skills.
• Recognizes situations that necessitate supervision, seeking appropriate resources.
• Provides motivation necessary for acceptable productivity for the registration department.
• Communicates goals and objectives for staff within the department that take into consideration the mission and values of Covenant Health.
• Assists Director on activities and projects, as needed.

Caring For and Developing Our People

• Promotes good public relations for the department and the hospital by ensuring that staff adheres to desired behaviors.
• Prepares for Director to review staff performance evaluations, recognition, and suggested disciplinary actions. Performs staff coaching, and counseling as approved by the Director.
• Holds monthly meeting with staff and coordinates discussion regarding work performance and departmental/hospital updates.
• Develops a relationship with other departmental managers/coordinators in an ongoing effort to improve quality of registration.
• Reviews customer surveys, providing feedback to the staff regarding patient satisfaction and possible opportunities for improvement. Involves staff when working on process teams to promote their involvement and ideas.
• Provides strong customer service orientation to all staff within the registration areas. 

Using the Community's Resources Wisely 

• Recommends to Director, new policies and updates to existing polices that are intended to increase efficiency and promote data integrity.
• Provides assistance and support for new employees.
• Demonstrates the ability to handle varying tasks and setting priorities.
• 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.
• Utilizes resources available appropriately, i.e. use of hospital equipment and/or supplies. Uses innovative approaches for optimal staffing and expense reductions.

Minimum Education:          

Bachelor’s Degree preferred, however will consider candidates with proven skills and experience in related field.

Minimum Experience:         

Two to three (2-3) years experience in Registration and/or Financial Services area.  Knowledge of third party payors and insurance verification required.    Expected to perform adequately within the position after working at least three (3) to six (6) months.

Licensure Requirement:      

None