Position: Pre-Service Center Registration Supervisor

Department: Ambulatory Services

Schedule: Full Time, Hybrid

POSITION SUMMARY:

Under the direction of the Manager of Pre-Service Center, the Supervisor will direct the daily operations and personnel of the pre-registration and financial clearance functions for both the hospital, Boston Medical Center and medical group, Boston University Medical Group. Supervise the day to day operations of pre-registration and financial clearance, ensuring compliant patient interaction and timely and accurate workflow processes. Monitors performance and quality measures. The Supervisor has expert level knowledge in patient access, registration and scheduling processes, policies and procedures and an expansive understanding of Epic applications and system edits. Collaborates with all levels of the organization to insure policies and procedures support both operational needs and service standards to support the organizational vision and mission.

The Supervisor is self-directed and ensures projects and initiatives align with departmental goals and oversees development and implementation of best practice policies for Pre-Service Center operations, patient registration, and education/training. The Supervisor is responsible for assisting Pre-Service Center Leadership with quality and productivity assessments and training team members. Performs internal quality assessment reviews on internal processes to ensure compliance with policies and procedures. Monitor and ensure team members efficiently work accounts within EPIC, deliver an exceptional patience experience with each interaction and effectively leverage relevant tools for timely resolution resulting in appropriate reimbursement and data integrity.

The Supervisor promotes continuous improvement of the overall performance of the team by proactively identifying problems and proposing solutions, and serving as a role model for customer service and team member engagement at all times. The Supervisor provides moderate level analytical support, leads middle level projects/campaigns and develop detailed resolution plans. The Supervisor creates a positive, constructive, and supportive relationship between revenue cycle colleagues and internal and external customers.

JOB REQUIREMENTS

EDUCATION:

• Associates Degree in Business/Healthcare related field or equivalent work experience required. A Bachelor's degree in Business/Healthcare related field preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• NAHAM's CHAA or CHAM certification preferred or must obtain within 12 months of employment.

EXPERIENCE:

• Minimum 5 years' experience in the Revenue Cycle; Patient Access and/or Patient Financial Services and experience with hospital registration and scheduling systems required. 5-8 years of experience in a lead, supervisory or management role.

KNOWLEDGE AND SKILLS:

Technical

• Extensive working knowledge of patient access and how it relates to the Revenue Cycle and supporting applications to include but not limited to EPIC, Avaya, etc.
• Proven track record of successfully promoting quality, accuracy and exceptional customer service.
• Highly skilled experience and knowledge of Windows-based software required, including but not limited to Microsoft Outlook, Word, PowerPoint and Excel.
• Solid understanding of supervisory/managerial techniques and principles, in order to manage patient registration activities.
• Proficient skills to collect, organize and analyze data, produce actionable reports and recommend improvements and solutions.

Leadership

• Experience mentoring and guiding team members whose focus is on patient registration and customer service initiatives, workflows and processes.
• Proven track record of success in improving revenue cycle performance and customer service.
• Demonstrated leadership skills, with ability to work with multi-departmental teams, peers and third party vendors.
• Demonstrated ability to set vision and motivate stakeholders to realize the vision.
• Solid understanding of business environment and operations.
• Experienced in auditing, training and communicating revenue cycle registration and scheduling regulations and concepts.
• Ability to lead cross-departmental and cross-functional team, and participate in the organization and execution of projects.
• Excellent oral and written communication skills.
• Ability to communicate effectively with both technical and non-technical people.

Management

• Demonstrated leadership skills including project management, prioritization, team building, time management, customer service, and conflict resolution.
• Demonstrated ability to supervise all aspects of revenue cycle patient registration, access and scheduling operations in partnership with leadership.
• Ability to manage effectively across multiple tasks and projects under time and resource constraints.
• Ability to guide individuals and groups toward desired outcomes, setting high performance standards and delivering high quality services.
• Ability to lead a diverse group of team members, including managing through difficult situations, valuing differences, and leveraging strengths. IND123

Req id: 29437