Covenant Health

Director Patient Registration & Financial Services

Full Time, 80 Hours Per Pay Period, Day Shift

Morristown Hamblen Overview:

Morristown-Hamblen Healthcare System has 167 licensed beds and 23 emergency suites. The hospital offers outstanding ancillary services including Laboratory, Radiology and Therapy services. At our Breast Imaging Center of Excellence, women can have their annual mammograms, biopsies, and can meet with a nurse navigator if needed. The Women’s Center offers six newly remodeled labor and delivery suites and has a secure nursery for the care of our newborns. It serves an eight-county region in the Lakeway Area and is equipped with modern technologies and expert staff to provide the best possible patient care. Learn more about our amazing facility at https://www.morristownhamblen.com/.

Position Summary:

Provides operational leadership and training to Inpatient Admitting, Outpatient Registration, Emergency Room Registration, Financial Counseling, Cashier and Outpatient Pre-certification. Possesses a Managerial understanding of all aspects of the admitting process as well as duties of the Registration Associate, Financial Counselor, Cashier, Patient Representative, Outpatient Pre-certification Clerk, and Quality Control-Trainer. Provides leadership to all personnel within the department to ensure that all duties are performed accurately and efficiently. Provides process and educational updates to other registration sites within Covenant Health. The Director 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. Supervises staff through the following direct reports; Emergency Room Coordinator, Quality Control Clerk, Registration Coordinator and Financial Services Team Leader. Recruits, selects, develops and motivates a competent staff to insure the continuance of productivity and positive morale.

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

• Demonstrates the ability to proficiently monitor 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%.
• Utilizes resources available appropriately, i.e. use of hospital equipment and/or supplies.
• Recommends to the Vice President of Patient Account Services new and updates to existing polices and procedures that are intended to increase efficiency and promote data integrity.
• Ensures continuing compliance with the Joint Commission, State and Federal regulations, and HCFA guidelines as they relate to department activity.
• Maintains equipment, supplies and monitors budget for the department.
• Provides guidance and leadership to the registration and financial service areas, including: hiring, training, employee counseling, employee evaluation, establishment of work priorities and other daily operational duties.
• Coordinate scheduling of inpatient, outpatient, emergency room and financial service areas.
• Ensures that cross training is incorporated into the scheduling process so that employees are capable of working within each area. Handle staff issues such as schedule changes and daily operational questions.
• Proficiently maintains and processes employee payroll and attendance records.
• Ability to identify and provide 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 into daily use, computer and manual reporting that will identify problems related to the registration process.
• 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.
• Establishes and maintains a pre-registration program for scheduled services utilizing telephone and mail techniques.
• Supervises verification of insurance benefits, estimation of self-pay amounts due, and collection of registration deposits.
• Maintains an accurate bed control board and supporting procedures to maximize efficient registrations.
• Verifies compliance with hospital policies and procedures relative to registration practices.
• Demonstrates ability to keep abreast of regulatory and insurance requirements ensuring that changes are incorporated into the computer system and/or workflow, documented and communicated to staff.
• Analyze pre-certification denials and requests for additional information to determine need for changes to operational procedures.
• Proficiently utilizes internal support staff, e.g. Medical Services Division Leader, Information Systems Physician Services Analyst, Utilization Review and others to research and recommend resolution to practices that may jeopardize financial collection on accounts, lead to questionable admissions and/or seem to conflict with the Joint Commission/internal policies.
• Recognizes situations that necessitate supervision and guidance, seeking appropriate resources.
• Cooperates with other department Directors to improve and revise patient records/information and services.
• Provides the motivation and incentive necessary for acceptable productivity from the registration and financial services department.
• Develops and communicates goals and objectives for staff within the department that take into consideration the mission and values of Covenant Health.
• Holds monthly meetings with staff and coordinates discussion regarding work performance and departmental/hospital updates.
• Maintains lines of communications with other department managers in an ongoing effort to improve the overall quality of customer service.
• Promotes good public relations for the department and the hospital.
• 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.
• Provides a strong customer service orientation to all staff within the registration and financial service areas. Ensures that ongoing training and review of quality/service accountabilities are incorporated into the registration framework.
• Provides assistance and support for new employees.
• Demonstrates the ability to handle varying tasks as well as understanding and interpreting procedures relative to the admission process.
• 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, high school with experience equivalent to degree may be considered.

Minimum Experience:         

Five (5) years' experience in a hospital registration office or equivalent. Expected to perform adequately within the position after working at least three to six (3-6) months on the job. Hospital insurance and collections experience required. 

Licensure Requirement:      

None