What are the responsibilities and job description for the Registration Supervisor position at Covenant Community Care?
Are you looking for an opportunity to work in a caring and community focused environment? At Covenant Community Care, we are a faith-based non-profit, Federally Qualified Health Center serving the communities of Detroit in our clinics that offer integrated medical, dental and counseling healthcare services. We have an immediate opening for a Full-time Registration Supervisor.
GENERAL DESCRIPTION:
Working under general supervision, the Registration Supervisor works in partnership with site supervisors to direct the registration and scheduling process for all assigned program areas. The Registration Manager trains front office staff, organizes workflow, audits work, and develops procedures & training resources to achieve the following aims:
- create a positive first impression for patients, building trust and effective communication
- maximize incoming revenue from all payer sources
- minimize registration & scheduling errors, achieving high accuracy rates
- effectively communicate with patients regarding payment expectations, insurance coverage/non-coverage, and treatment plans
Additionally, the Registration Supervisor is responsible for building and maintaining a patient-centered schedule that supports production goals for their assigned program areas.
SPECIFIC DUTIES:
Registration and Scheduling
Site supervisors provide day-to-day supervision of the registration and scheduling team, while the Registration Supervisor rotates between sites to provide oversight, technical expertise, resources, and training. The Registration Supervisor audits work to identify trends, assess individual proficiency, and identify areas for retraining or process improvement. Specific duties include:
- Direct the registration and scheduling process for assigned program areas, which may include Medical, Dental, Behavioral Health, Mobile, and ancillary programs. Organize workflow, develop procedures & training aides, and assign responsibility for the following tasks:
- scheduling
- appointment reminders
- registration
- check-in/check-out
- payment collection
- treatment planning (Dental program only)
- insurance verification
- insurance waiver forms (e.g., ABN for Medicare)
- end-of-day procedures
Note: Temporary changes to workflow or assignments are handled by the site supervisor, for instance if the front desk is short-staffed due to an illness or vacation.
- Participate in the hiring and review process for front office staff.
- Train & continually re-train registration and scheduling staff on the day-to-day tasks of the office, helping staff develop accuracy and efficiency in their work while maintaining excellent customer service.
- For assigned program areas, build and maintain a patient-centered schedule template that supports production goals and follows internal protocols.
- On a weekly and monthly basis, audit the appointment book to ensure internal protocols and best practices for data hygiene are followed. Correct errors, provide retraining, and propose internal protocol changes as appropriate.
- Serve as the technical expert and go-to resource for assigned program areas.
- Develop and maintain a detailed understanding of Covenant’s sliding fee programs, insurance classes, government insurance programs, and local payers.
- Develop and maintain a thorough and deep knowledge of the registration & scheduling capabilities and workflows of the electronic health record system.
- Develop and maintain a comprehensive understanding of best practices related to scheduling, data hygiene, and customer service.
- Maintain user permission templates within the electronic health record (EHR) system for front office staff.
- Within the areas of registration and scheduling, ensure full compliance with applicable health center policy, government regulation, and insurance requirements.
Inter-Departmental Collaboration
- Maintain strong working relationships with site supervisors, billing/credentialing managers, directors, and chief officers.
- Lead the process of developing internal protocols related to scheduling that consider payer restrictions, production goals, no show rates, clinical staffing needs, and patient access. Present proposed protocols to the appropriate Chief Officer or Committee for review and approval.
- Lead/participate in training activities for site managers on revenue cycle functions, such as registration, insurance eligibility verification, cash handling, and front desk registration error trends.
- Work with appropriate internal staff or external vendors to resolve registration or scheduling issues that arise within the EMR system.
Policy & Compliance
- Create and maintain detailed registration/scheduling procedures and training guides.
- Participate in the development of revenue cycle policies for Board approval.
Reporting
- Develop and maintain a high standard of proficiency in Microsoft Excel, including lookup functions, formulas, and pivot tables.
- Utilize the reporting tools available within the EHR to create reports that guide decision making and prioritization. Share reports related to productivity, accuracy, data hygiene, etc. with front desk teams and Leadership.
Other duties as assigned.
TECHNOLOGY USED IN THIS POSITON:
Revenue cycle software, including: Athena One, Dentrix Enterprise, MDHHS - Community Health Automated Medicaid Processing System (CHAMPS), credentialing software, and various health plan payer portals.
Patient document management software.
Additional software includes Microsoft Office, internet browser software, Microsoft 365, and other related software.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this Job, the employee is often required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is regularly required to walk; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision. Employee is also required to focus and perform tasks in a loud and disruptive work environment.
QUALIFICATIONS AND COMPETENCIES:
- Minimum qualifications:
- Bachelor's degree, or 4 years relevant experience in lieu of degree.
- Three years of health care revenue cycle experience, which may include scheduling, registration, prior authorizations, and/or billing
- Minimum of one year of managerial experience
- Thorough understanding of the healthcare revenue cycle
- Fluency in ICD-10, CPT4, HCPCS, and CDT codes
- Experience with EHR systems
- Preferred qualifications:
- Bachelor’s degree is preferred
- Required competencies:
- Ability to interpret and comply with insurance requirements.
- Ability to exercise good judgment in evaluating situations and making decisions.
- Knowledge of governmental, legal and regulatory provisions related to billing and collection activity, especially in the context of Federally Qualified Health Care Center operations
- Excellent understanding of Microsoft Excel, including pivot tables and v-lookups
- Ability to listen/write/speak effectively and facilitate communication
- Ability to plan and schedule work, assign tasks based on workload and employee skills
- Ability to establish priorities and goals for the department and staff members
- Ability to maintain a productive climate and coach staff to meet high performance standards
- Ability to evaluate, improve, and streamline complex work processes through analytical thinking and analysis
- Ability to foster professional development with departmental staff
EMPLOYEE RISK LEVELS:
- Low Risk of Exposure (category III): Employees positions that do not perform tasks that routinely involve exposure to blood, body fluids or tissues. They are not called upon to perform or assist in emergency medical care or first aid, or to be potentially exposed in any other way as a condition of employment. Staff include administrators, billers, technical staff etc.
Job Type: Full-time 40 hours/week
At Covenant we offer our employees:
- Comprehensive Benefit program
- Vacation, Sick, and Personal time (VSP)
- Paid holidays
- 401K
- Life insurance, long term and short-term disability
Candidates must successfully complete an office skills assessment, a criminal background check, and TB test as part of the hiring process.
