Req ID: 20316
Employment Status: AF - Active - Regular - Full Time
Responsible for supervising all functions related to onsite registration, financial counseling, cash collection, insurance verification, and charge entry. In addition, implements those departmental policies and standards that have been developed to ensure effective and efficient quality service for patients and their families.
1. Supervises Patient Services Associates and Patient Benefits Advocates in the Outpatient Practices, Ancillary Registration, and the Pre-Visit Office in all their responsibilities including customer service, problem resolution, scheduling, registration, on-site cash collection, cash control, insurance verification, financial counseling, pre-registration, and pre-visit patient mailings.
Ensure that staff is following proper procedures and provide counseling or take corrective action, if necessary.
Ensure that all charges and registrations are entered into the system accurately and in accordance to department guidelines.
Ensure all new and updated insurance information has been verified and documented.
Ensure all charges and registration updates are posted based on the established protocol for the Departments.
Review and follow-up with customers regarding related customer service issues within 24 hours.
Delegate duties to senior registrar/lead registrar as necessary and monitor their performance and effectiveness.
Ensure appropriate staffing coverage 100% of the time in all assigned areas in the outpatient locations and Ancillary Registration. Communicate staff shortages to Ambulatory Services Manager within 1 hour of determined shortage.
Adjust work schedules to correspond with fluctuations of offices hours and/or patient volumes.
Monitor sick/vacation time on a monthly basis and counsel staff as necessary.
Review reports and feedback from the Practice Groups, Business Office, Managed Care Office, Physician Referral Office and Information Systems Departments and provide constructive feedback and action, if necessary.
Attend and participate in training sessions to maintain supervisory skills and knowledge of hospital policy and procedures.
Monitors staff in accordance with customer service principles and related standards of service.
2. Work with the Practice Groups associated with the Departments of Pediatrics, Surgery, and Anesthesiology to anticipate patient needs, monitor patient flow, patient schedules, and reduce waiting time. Also identify and implement service improvements to maximize patient revenues.
Effectively manage workflow of staff to ensure departmental budgetary requirements and patient revenue standards are met.
Ensure efficient patient flow throughout registration areas.
Work with Administrative Directors to increase percentage of payments collected at the time of service by 5% annually.
Conduct quarterly meetings with Divisions to review l related registration issues. Disseminate their requests/concerns to the CHOP Cooperative Administrative team.
Ensure patient appointments are made for the appropriate providers and with correct visit types
Job Responsibilities (Continued)
3. Recruit and hire new employees
Ensure all necessary training and orientation is completed within three (3) months of hiring.
Meet with Registration Manager and Quality Assurance Coordinator within 30 days of new employee hire date to discuss performance and recommend work plan (if necessary).
Ensure new staff is well oriented on all appropriate computer systems so that he/she can work independently.
Recommend corrective action of employees who consistently do not meet expectations and do not perform at the level of standards set by the hospital and the department. Recommend to Manager of Ambulatory Services termination of employee, if necessary.
4. Conduct regular staff meetings for educational programs, quality reviews, policy and procedure updates and feedback from staff.
Conduct meetings at least once a month, including in-services on all insurance changes as they are published.
Respond to staff's requests within one (1) week of staff meeting.
5. Attend weekly meetings with members of the Ambulatory Administrative team to review and design corrective action plans for all determined operational and quality concerns.
Communicate action plans with respective Divisional Administrative Representatives, Managers, and/or Administrators.
Discuss and review system reports to ensure efficient registration process, and take corrective action if necessary.
Discuss updates, changes and/or revisions of current insurance database and other relavent systems.
6. Maintain employee time records; communicate hospital policies, where appropriate, respond to requests for vacation time and other scheduled absences in accordance with hospital policies and needs of the practices.
Update Brodsky report at the end of each pay period.
Monitor employee's time and administer disciplinary action when necessary.
Initial time sheets for any changes to regular schedule (e.g. overtime, early leave, etc.)
Job Responsibilities (Continued)
7. Ensure that ongoing training/in-services are provided for the staff for all necessary computer systems.
Conduct in-services for staff to keep them abreast of any system changes as they occur. Conduct one-on-one in-services as necessary.
Ensure staff coverage to all staff participation in the in-services.
8. Assist in fiscal management of hospital based clinics including budget preparation and monitoring.
Work with registrars to maintain proper supply inventory on a monthly basis and authorize order as necessary.
Monitor monthly revenue and expense reports providing variation analysis and corrective action as needed.
9. Assume duties of the registrar, if necessary
Help cover registration areas when experiencing staff shortages.
Round registration areas at least twice a week to determine employee or departmental needs.Assume duties of Manager of Ambulatory Services, if necessary, in the event of his/her absence.
10. Assume duties of Manager of Ambulatory Services, if necessary, in the event of his/her absence.
Required Licenses, Certifications, Registrations
Required Education and Experience
High school diploma or equivalent
At least five years of related health care experience.
Previous supervisory experience required.
Preferred Education, Experience & Cert/Lic
Associate degree preferred
Bachelor's degree strongly preferred.
Additional Technical Requirements
Must possess strong understanding of the registration and billing processes, including knowledge of insurance plans. Ability to schedule and register patients completely and accurately.
Excellent telecommunication skills and demonstrated organizational skills.
Ability to communicate courteously and effectively with physicians and staff.
Ability to interact in a friendly, helpful manner with patients, families and other staff members. Willingness to exercise judgment and independence to provide services necessary to meet patient and family needs.
Ability to work from policies and procedures toward specific goals and objectives and to provide input for improvements. Ability to uphold Hospital standards in quality, excellence, integrity, respect, commitment and service.
Ability to complete multiple tasks simultaneously and work under pressure.
Ability to maintain confidentiality of patient and staff information according to the Hospital standards and government regulations.
All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.
Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).
Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.
VEVRAA Federal Contractor/Seeking priority referrals for protected veterans. Please contact our hiring official with any referrals or questions.
CHOP Careers Contact
2716 South Street, 6th Floor
Philadelphia, PA 19146