Patient Registration Manager

POSITION SUMMARY: The Patient Registration Manager is responsible for independently managing all aspects of patient registration at each site, ensuring efficient workflows, promoting excellence in customer service, and sustaining a financially viable program. Serves as the Lean champion for the Patient Registration area, to include participation in improvement events, development of standard work, development and management of dashboards, conducting daily readiness huddles, and creating a culture of daily continuous improvement within the Patient Registration Team.

PRIMARY DUTIES AND RESPONSIBILITIES: The Patient Registration Manager is responsible for patient registration operations at three clinic sites and will have approximately 10 employees to supervise.
1. Day-to-day patient registration operations
a) Oversees and directs all aspects of day-to-day front office operations and ensures that they are conducted in accordance with the policies and procedures established by DSHCs.
b) Ensures exemplary customer service skills among all employees; provides coaching and feedback when shortfalls in employee customer service skills are identified
c) Leads daily readiness huddles, including review of prior days' performance
d) Responsible for patient registration coverage to ensure maximum patient access and satisfaction, achievement of productivity goals and financial viability.
e) Monitors daily and monthly productivity and other key indicators, reports results to supervisor and management, takes appropriate actions within the clinic to ensure clinic goals are met.
f) Participates in ongoing EHR maintenance and development through participation as necessary (or delegates to another employee to participate).
g) Creates and maintains effective training documentation necessary to establish uniformity in the use of electronic applications, as well as patient registration workflows.
h) Ensures lean standard workflows are followed defect-free with continuous improvements and adjusted as necessary to provide patients with a value-added experience that is focused on superior quality and satisfaction. i) Works with patients to document and resolve complaints regarding the Patient Registration experience.
j) Maintains skills by actively working as a patient registration staff member regularly.

2. Program planning and evaluation
a) Collaborates regularly with Clinic/Program Managers and Patient Accounts Manager regarding provider appointment scheduling and insurance compliance for accuracy to ensure timely revenue cycle
b) Assists in planning, implementation and evaluation of patient registration operations; makes recommendations to supervisor regarding policies and procedures, goals, projects and priorities in accordance with DSHCs strategic goals of Patient-Centered Medical Home standards.
c) Analyzes and reports data as needed for metrics boards, monthly reports, spreadsheets, etc.

3. Quality Improvement and Regulatory Compliance
a) Participates in quality improvement processes. Implements, evaluates and maintains continuous improvement activities for the medical/behavioral health and dental patient registration office at all sites.
b) Develops and updates Patient Registration dashboards with appropriate process and outcome metrics.
c) Ensures confidentiality and protection of patient information in accordance with HIPAA and other regulatory agencies.
d) Investigates problems and patient complaints related to patient registration; determines and carries out appropriate follow-up action according to DSHC policies.

4. Supervision and development of staff
a) Provides direct supervision, orientation and ongoing performance management of patient registration personnel.
b) Regularly assesses compliance with standard work; when standard work is not able to be followed, manager works with staff to determine root causes and experiment with potential solutions.
c) Provides staff training and employee tracking of job competencies; provides appropriate staff training; prepares evaluations; mentors and coaches staff on performance.
d) Completes monthly staff schedules and authorizes approval for vacations and other leave.
e) Manages the recruitment and selection of patient registration staff.
f) Addresses and appropriately documents personnel issues.
g) Hires and terminates staff members as needed with supervisor and HR collaboration.

5.  Attendance
a) Ensures attendance and hours worked are accurately recorded in time keeping system.
b) Properly manages PTO.
c) Responsible for regular, predictable attendance and to work hours as scheduled, which may include evenings or weekends.

6. Desert Sage Values
a) Employee knows DSHC’s 5 core values and demonstrates the specific valued behaviors daily.

MINIMUM REQUIREMENTS
1) Job duties require knowledge and training in the healthcare field typically acquired through a formal Bachelor’s degree or trade school program in nursing OR through experiences acquired during five or more years of progressively greater responsibility in healthcare operations, demonstrated through past job history.
2) Job duties require general work-related skills at a higher level than completion of high school, including written and verbal communication skills, computational and computer skills and mathematical knowledge frequently acquired through a bachelor’s degree (preferred) or associate’s degree (required) type program or a minimum of a high school diploma and equivalent experience.

TECHNICAL SKILLS
1) Fully functional in use of DSHC’s Electronic Health Record (EHR) systems for the medical department.
2) Ability to prepare simple reports and spreadsheets using Microsoft Word and Microsoft Excel.
3) Fully functional in use of Microsoft Outlook.
4) Ability to access and use web-based applications and other computer programs.

WORK ENVIRONMENT Work is performed in an office environment within a medical clinic.