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Reports to the Director, Patient Access. Manages the daily operations of the registration area of Beacon Health System. Represents the Registration Department and promotes understanding of the registration function by communicating with team members and outside organizations such as physician offices. Manages the day-to-day activities of the staff and provides technical support to them in order to ensure an efficient registration process.

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Manages the daily operational activities of the Registration Department staff by:

• Managing the day-to-day activities of the Registration staff; also resolving staffing-related problems and ensuring the efficiency of the registration process, high-quality customer service and a smooth patient flow.
• Providing operational support and working with the associates to determine patient liability and identify potential financial problems.
• Providing technical support to associates by maintaining an advanced understanding of the registration process in the various Hospital financial applications, the scheduling system and the clinical application.
• Acting as a resource person and role model for team members.
• Providing effective training (and retraining if necessary) using an educational format which improves associates' work performance and their skills.
• Communicating with associates on a regular basis to ensure they have the information regarding operational practices and procedures which they need for effective job performance.
• Working with the Information Systems Department to develop reports to facilitate proactive access to patient accounts and follow-up processes.
• Facilitating the investigation of, and response to, inquiries and/or concerns received.
• Developing and maintaining effective working relationships with other departments.
• Administering (and implementing as necessary) established departmental and BHS policies/procedures and standards.
• Maintaining the current policy/procedure manual and communicating procedural and informational changes relative to the functions of the Department.
• Assisting the Director with the development of the Department's annual operating budget; also monitoring reports in order to detect and correct budget variances.

Performs management/leadership functions to ensure the overall success of the Registration Department and provides operational support to the Director by:

• Providing professional leadership and managing the Department. Also performing other duties and providing staffing support during periods of high-volume workload.
• Managing the work schedules and vacation requests in order to meet the needs of the Department and the staff; also ensuring that the workload is well balanced.
• Carrying a pager and accepting calls from the staff during non-work hours (for example, regarding staff absences and work-related problems).
• Conducting monthly staff meetings.
• Preparing and conducting periodic Performance Reviews for associates.
• Providing coaching and counseling for associates. Working with the Human Resources Department regarding corrective disciplinary action; may also recommend the discharge of a associates.
• Participating in the maintenance, development and updating of the Hospital's information systems (including testing, training, software upgrades and conversions).
• Managing projects to ensure adherence to project timeline (and budget, as applicable); also providing updates to the Director as necessary.
• Assisting the Director with the development of operational plans and strategic planning (both short-term and long-term).
• Assisting with recruiting, interviewing, selecting and hiring the staff. Also ensuring that each new employee receives a comprehensive orientation.
• Developing new policies and procedures (in coordination with the other Beacon departments who would be impacted) and facilitating the online policies/procedures for the Department.

Demonstrates a solid understanding of the implications and responsibilities of all facets of the revenue cycle by:

• Understanding and complying with policies/procedures and practices related to departmental operations.
• Identifying, documenting and reporting errors, discrepancies, problems or occurrences (including those with possible organizational risk factors and reporting them to the appropriate Risk Management staff).
• Attending internal and external meetings and seminars in order to serve as a technical resource to the Department, as well as assisting the Director with providing skill development opportunities for team members.
• Participating in ongoing quality improvement activities. Also ensuring compliance with various accreditation and regulatory agency requirements.
• Ensuring that the Hospital's policy on confidentiality is strictly followed (especially as it relates to information acquired through the registration process).

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Interacting in a positive, proactive and cooperative manner with other management, associates, patients, third-party payers and all other customers.
• Maintaining records, reports and files as required. Providing reports and statistical information to the Director as requested.
• Participating on committees as requested.
• Completing other job-related assignments and special projects as directed.

Leadership Competencies

• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a bachelor's or associate degree, with a concentration in management. Three to four years of successful and increasingly responsible experience in a financially focused environment is required. A minimum of two years of experience in a hospital or physician practice business office is required. Management/supervisory experience in a hospital registration department is required.

Knowledge & Skills

• Requires a solid understanding of all facets of the registration/patient accounts process. Also requires in-depth knowledge of Registration Department operations.
• Requires a strong understanding of the regulatory environment affecting third-party payers, workers compensation, liability and healthcare/consumer collections.
• Requires a solid understanding of the financing alternatives and assistance sources that are available to customers (including the interpretation of documentation provided during the financial evaluation process).
• Demonstrates a solid understanding of the requirements of various regulatory and accreditation agencies.
• Requires a solid understanding of computer applications with the ability to assist Registration team members, and other Hospital team members, with access to the information collected at the time of registration. Helps facilitate report information.
• Demonstrates professional and ethical conduct and the management skills necessary to effectively motivate, manage and train the staff.
• Requires solid organization, planning, analytical, critical thinking, decision making, negotiation and problem-solving skills.
• Requires the interpersonal and communication skills (both verbal and written) necessary to interact effectively with patients, physicians, staff (at all levels of the organization) and individuals from outside the organization.

Working Conditions

• Works in an office environment.
• May need to vary days and hours scheduled, including working evenings and/or additional hours, as determined by the Department's needs. Also carries a pager in order to accept calls from the staff during non-work hours.
• Work is performed in a fast-paced, quality-focused, multi-priority environment that frequently deals with stressful situations and deadlines.

Physical Demands

• Requires the physical ability and stamina to perform the essential functions of the position.