Employment Type:

Full time

Shift:

Day Shift

Description:

POSITION PURPOSE

This position is responsible for leading and directing the work of Patient Registration functions within the Ministry Organization’s Patient Access department.  The Manager is expected to motivate staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and financial performance. The position optimizes staff performance through process redesign, policy/procedure implementation, communications, continuing education and professional development activities, staff empowerment and outcome feedback.

ESSENTIAL FUNCTIONS

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions. 

Manages registration staff, processes & systems and coordinates activities that relate to patient reception/check-in, registration/intake, medical necessity screening, point-of-service collections, bed management (as appropriate), dissemination of patient information, and support coverage of other departmental divisions.  Directs the submission of registrations to verification vendor and correction of incorrect accounts returned from batch processing jobs.   Provides guidance and direction to assigned staff in multiple locations (Inpatient Admissions, Outpatient Registration, Emergency Department Registration and other onsite/offsite locations) to ensure effective integration and coordination of departmental work activities and quality job performance.  Serves as local liaison for system issues and serves as technical advisor and resource to staff.  Provides similar support to non-centralized registration areas.

Directs the development of associate work schedules to ensure cost effective staffing that meets customer requirements.

Represents director in problem resolution when director is unavailable.

Manages team projects by empowerment and collaboration of team members:

• Fosters interdisciplinary collaborative relationships within area of responsibility and the Ministry Organization/Region that promotes active participation;
• Provides operational guidance and direction to assigned staff to ensure service integration, effective coordination of departmental work activities, and quality job performance;
• Elicits feedback from interdisciplinary team, including the medical staff, and involves them in decision-making as appropriate; and
• Serves as primary liaison regarding registration functions (Inpatient Admissions, Outpatient, Emergency Department, Series, Ambulatory Surgery, Clinic, and Lab Specimen Registrations) and related database issues; issues related to medical record and account number assignment, data integrity, medical necessity/appropriateness of service (related to bed designation); and issues related to patient signatures on consents and other intake forms.

Subject matter expert for developing training materials, systems, procedures, and new programs.

Leads the redesign of registration and intake processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes.

Develops effective decision-making, communications and interpersonal relations to ensure a positive image of the Ministry Organization, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters:

• Manages timely and professional follow-up to customer complaints and issues; and
• Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels.

Formally assesses the developmental needs of the division on a periodic basis and promotes opportunities for division development with attention to skills in independent decision-making, effective communications and interpersonal relations to ensure customer satisfaction in conjunction with Trinity Health’s core values and to foster team spirit.

In coordination with the director, identifies and implements opportunities for staff to increase their knowledge base, advance their practice and enhance their professionalism through staff orientation and continuing education opportunities.  In this context, the incumbent may manage some degree of training to meet these goals.

Maintains work site in full operational order:

• Supports the ordering of supplies and other materials in compliance with budgetary constraints;
• Maintains a neat, orderly work environment that denotes professionalism and efficiency; and
• Manages the development of job aides to assist the staff in p