Manager, Patient Registration - Patient Access - Toledo Hospital - Full Time - Variable

Responsible for the oversight of onsite registration functions of acute and non-acute areas at select ProMedica Hospitals. Collaborates with Admitting/Registration Director to drive patient access priority initiatives; effectively coordinate initial patient touchpoint and registration, patient flow, and financial data capture processes throughout the hospital. Oversee Supervisors regarding key comprehensive patient access functions such as scheduling appointments in Epic not completed by Pre-Services, demographic updates, verifying insurance eligibility and benefits, verifying medical necessity, notifying Pre-Services if referrals and authorizations have not been obtained, completing the Medicare Secondary Payer Questionnaire and other regulatory requirements, completing accurate check-in/admission of incoming patients, ensuring patient safety through proper patient identification protocols, and the collection and control of patient copayments at the point of service.

ACCOUNTABILITIES 

• Collaborates with Admitting/Registration Director and Admitting/Registration Supervisor to establish goals and performance standards. Monitors daily activities of the Admitting/Registration department against established goals and performance standards. Utilizes relevant Epic workqueues to drive completion in a timely manner.
• Manages identification of, and response to, issues confronting the Admitting/Registration department, including patient complaints and general problems; reports recurring issues and root causes that may necessitate additional support from the Admitting/Registration Director. 
• Tracks performance assessment criteria and communicates regularly with the Admitting/Registration Supervisor around departmental goals and objectives in order to ensure that the department is providing exceptional customer service and collecting the highest quality demographic, clinical, and financial information during registration.
• Distributes departmental manuals, bulletins, reference guides, and other such materials to provide instruction, communication, and understanding of all relevant system and departmental policies and procedures and related updates to Admitting/Registration staff. Confirms understanding and application with staff to support consistent adherence to and compliance with defined departmental standards.
• Conducts regular performance reviews for Supervisors. Documents disciplinary-related occurences and associated actions. Coaches Supervisors in managing staff in order to consistently meet or exceed standards set by Patient Access Management around creating an exceptional patient experience; maintains systems to monitor and report patient satisfaction by individual Admitting/Registration areas.
• Manages the Quality Assurance and Training education program for Admitting/Registration staff across all areas of responsibility, including new hire orientation, competency assessments, cross-training, professional development, remedial education, and ongoing education to ensure content, criteria, and execution strategies align with departmental goals and support performance expectations.
• Works with the Admitting/Registration Director in the determination of appropriate staffing levels and assists in the recruiting and hiring processes. Assists Supervisor in managing staff schedules and ETO requests as necessary.  
• Monitors all regulatory and compliance requirements throughout the department including the necessary completion of Medicare Secondary Payer Questionnaire, Notice of Privacy Practice, General Consent Forms, and any other mandatory documentation as well as necessary HIPAA compliance.

• Education: High School Diploma or equivalent 
• Skills: Must demonstrate facilitation, conflict resolution, presentation, and problem-solving skills. Must be able to supervise and manage others, give clear directions, communicate clearly, and respond to inquiries; requires effective interpersonal skills. Must demonstrate strong written and verbal communication skills, analytical skills, and computer skills. Must perform all duties and responsibilities in an ethical and responsible manner.
• Years of Experience: Three (3) years experience in a customer service/health care environment.
• Preferred: Two (2) years experience in a hospital or revenue cycle setting. 1 year prior experience in a staff supervisory capacity.
   

ProMedica is a mission-based, not-for-profit integrated healthcare organization headquartered in Toledo, Ohio.  For more information, please visit www.promedica.org/about-promedica

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org

Equal Opportunity Employer/Drug-Free Workplace

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