Covenant Health

Registration Supervisor

Full Time, 80 Hours Per Pay Period, Day Shift

Morristown-Hamblen Overview:

Morristown-Hamblen Healthcare System is a 170-bed hospital serving an eight-county region in East Tennessee’s Lakeway Area. The facility includes more than 20 emergency suites, advanced laboratories, radiology, and therapy services, and a Breast Imaging Center of Excellence for mammograms, biopsies, and nurse navigation. The Women’s Center features six modern labor and delivery suites and a secure nursery for newborn care. With state-of-the-art technology and a dedicated team, Morristown-Hamblen provides exceptional, patient-focused care close to home. To meet the needs of our growing community, we continue to develop services, attract new physicians, and embrace innovation, all to promote an improved quality of life.  

Position Summary: 

Has full knowledge of all positions within the Registration Department, including the outpatient scheduling functions, inpatient, outpatient, and emergency room registrations. 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. This position assists the department leadership with maintaining productivity of the department and with meeting the department’s goals.

• 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 department leadership 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, material safety data sheets (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 Health Care Finance Administration (HCFA) guidelines as they relate to department activity.
• Identifies and reviews registration problems 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 and provides to staff and leadership.
• Maintains supplies and equipment within set guidelines.
• Provides daily leadership and scheduling of staff in the 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 department leadership.
• 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 obtains approval from department leadership for overtime requests.
• 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 department leadership is not available.
• Prepares for department leadership to review staff performance evaluations, recognition, and suggested disciplinary actions. Performs staff coaching, and counseling as approved by the department leadership.
• Holds monthly meeting with staff and coordinates discussion regarding work performance and departmental/hospital updates.
• 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.
• Recommends to department leadership, 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.
• Utilizes resources available appropriately, i.e. use of hospital equipment and/or supplies. Uses innovative approaches for optimal staffing and expense reductions.
• 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, however will consider candidates with proven skills and experience in related field.

Minimum Experience:         

Two (2) 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