Supervisor, Registration Services

Exemption Status:

Hiring Range:

Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:

1. Oversees and monitors Workqueues and reports for Registration Services
a) Monitors Workqueues and reports to ensure follow-up when financial clearance is not obtained prior to patient arrival.
b) Manages Workqueues and reports to ensure appropriate productivity and quality standards are achieved.
c) Manages all applicable escalation Workqueues.
2. Monitors the registration process to ensure high quality customer service.
3. Monitors the activities of registration, admission, discharge and transfer of inpatient and outpatients throughout the hospital inpatient, outpatient and Emergency departments.
4. Ensures the financial clearance process is completed in a timely and accurate manner prior to patient arrival whenever possible.
5. Oversees collection of patient liabilities as appropriate.
6. May report patients who have expired during their hospital stay to the state utilizing the State EDRS system (Electronic Death Registration System).
7. Works closely with other departments to ensure harmonious relationship and atmosphere of teamwork.
8. Responsible for finalizing, signing off and submitting payroll on a weekly basis as applicable.
9. Ensures strict standards of patient confidentiality are met.
10. Organizes and maintains clear channels of communication with staff.
11. Exhibits appropriate communication with all levels of personnel.
12. Position is a working managerial position. May act as Registration Representative when necessary.
13. Holiday and/or weekend shift work, as well as after-hours coverage as required.
14. Perform on call duties as required.
15. Monitors and evaluates phone performance for quality and training purposes.
16. Participates in the department on-call schedule.

Standard Supervisor Level Responsibilities:

1. Supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.
2. Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
3. Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with system-wide initiatives.
4. Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
5. Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
6. Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
7. Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
8. Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.
9. Ensures adequate equipment and supplies for department.
10. Develops and maintains established departmental policies, procedures, and objectives.
11. Ensures compliance to all health and safety regulations and requirements.
12. Performs similar or related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. Associate's Degree in Business, Healthcare or related field.
Preferred:
1. Bachelor's Degree.
Experience/Skill:
Required:
1. Minimum of 1 years of supervisory experience in a health care environment required -OR- or 2+ years of experience in registration services.
2. 1-3 years of progressive management experience or demonstrated skills to succeed in office management.
3. Demonstrated expertise in area of responsibility as well as the ability to solve complex problems.
4. Complete understanding of third-party payor and managed care requirements, primary, secondary and tertiary insurance requirements, and their respective procedures and regulations.
5. Flexibility of schedule required.
6. Strong organization skills.
7. Exceptional communication, interpersonal, and customer service skills and experience at all customer and organizational levels.
8. Ability to work in high volume, team-oriented environment.
9. Computer and business office products skills such as specialized applications software and computers systems for patient registration and scheduling.
10. Demonstrated knowledge of medical terminology.

Preferred:
1. 3+ years of experience Admissions, Registration or Billing department.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies, including age-specific competencies and their measurements, will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

On call required

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.