Director - Registration Services
Access Service Representative I, II, III and Lead Access Services Representative
TOTAL NUMBER OF FTE's DIRECTLY OR INDIRECTLY SUPERVISED:
PURPOSE OF POSITION:
To manage the planning, design, measurement, assessment and improvement of registration and scheduling at all points of access within Behavioral Medicine and Clinical Psychology.
- Management and Operations
Manage all daily Access Services operations in assigned areas to ensure the optimal guest service experience. Provide effective leadership of Lead ASRs and their teams through direct supervision, mentoring of individuals and collaborative direction of operation of staff at all locations/clinics to standardize services and experiences to create the optimal guest service experience . Registration staff are authorized to obtain and authenticate documents requiring signatures from patients and families that are entered into the medical record electronically and/or via scan. The credentials of the registration staff are required to ensure the integrity of the authentication and protect security all of record entries. Develop and implement appropriate and efficient staffing plan(s) matched carefully to the service/site/clinic needs. Ensure Access staff have proper job skills and training through comprehensive orientation and training activities and ongoing performance management evaluation and feedback. Draft, recommend, implement and enforce departmental policies and procedures. Work collaboratively with billing areas to assure processes for data management which maximize reimbursement.
- Interdepartmental Activity
Maintain effective working relationships with clinical service departments, leadership and staff. Establish strong lines of communication with customer departments to ensure constant understanding of needs and schedules. Actively participate in CCHMC's Registration Standards Committee.
- Budgetary Responsibilities
Assist in the planning and annual budgeting of the department. Perform ongoing monitoring of key budgetary elements (e.g., Labor and supply costs). Accurately manage all payroll functions. Create staffing plans and budgets matched carefully to clinical services. Identify and pursue opportunities to improve value of operations through enhanced service offerings, improved operational efficiencies and/or cost reductions. Participate in planning for future capital needs.
Identify opportunities for process/performance improvement towards achieving industry best practice in Access Services operations and guest service experience. Utilize existing metrics and develop new ones in order to enhance department services.
Skills & Competencies
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
Demonstrate an independent work initiative, sound judgment, diplomacy, analytical ability and a professional demeanor.
Computer literate and working knowledge of software applications (word processing, spreadsheet and database).
Possess organization, analysis, supervision and prioritization abilities. Expert knowledge of related department policies and procedures. Must maintain job performance consistent with departmental quality standards consistent with level of position. Sufficient to make decisions, develops and supervises others. Possess working knowledge of Medical Terminology and clinical operations. Knowledge of diagnosis codes and medical terminology. Knowledge of billing, insurance coverage, and patient benefits. Comfortability with articulating and collecting patient liability payments.
Experience in cash handling and reconciliation procedures.
Excellent verbal, written and interpersonal communication skills
- Bachelor's degree in related discipline OR Equivalent
- 2 years of supervisory experience in a healthcare environment
- Experience in registration or admission