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 performing work assignments.

Selects employees based on potential contributions, departmental culture/needs and personnel policies. Recommends allocation of resources based on scope of goals and priorities. Responsible for hiring employees when needed and terminates positions when necessary.

Monitors and reviews performance appraisals. Manages regular ongoing performance feedback cycle, performs associate evaluations, and reviews and approves performance goals:

• Provides feedback in a prompt, direct and positive manner; mentors and coaches associates to ensure positive outcomes;

• Conducts performance evaluations;

• Provides counseling and/or conflict resolution regarding unresolved performance issues, demonstrating effective use of the disciplinary process; and

• Establishes a written developmental plan with clear expectations and subsequent consequences.

Assists the director in maintaining fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, managing staffing allocation in alignment with customer service goals, and by meeting budget parameters.

Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; manages and conducts special studies and prepares management reports, including Key Performance Indicators as they relate to the division (waiting/service times, staff productivity, accuracy, customer feedback, incident reporting, etc.).

Other duties as needed and assigned by the director.

Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

MINIMUM QUALIFICATIONS

Must possess a demonstrated knowledge of patient registration and point-of-service collections, as normally obtained through a Bachelor’s degree in Healthcare or Business Administration, or a related field, or an equivalent combination of education and experience. Three (3) to five (5) years of relevant patient access/intake experience with documented evidence of performance achievement, history of operational process improvement suggestions and voluntary commitment to projects/teams may substitute for education. Three (3) to five (5) years supervisory experience required. Experience in a complex, multi-site environment preferred.

Customer service background is preferred. Must be proficient in the use of Patient Registration/Patient Accounting systems and related software systems. Must be proficient in the use of Microsoft Office business software.

Demonstrated ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities.

Maintains current knowledge of registration/intake, bed management (as assigned) and point-of-service collections, processes and systems; regulatory and 3rd party payer issues and requirements. Must become familiar with local charity policy and payment options.

Ability to communicate and work with patients, physicians, physician office personnel, associates, MO and SSC leadership, multiple direct patient care providers and others in order to expedite the registration/intake process. Dynamic communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers. Ability to negotiate with insurance vendors, medical directors, and 3rd party payers when appropriate.

Displays ongoing leadership in promoting positive attitudes and ensuring exceptional customer service. Capability and flexibility to develop skills needed as a change agent; Ability to form partnerships through consensus. Serves as a change agent, coach, mentor, team builder and facilitator.

Effective critical thinking, problem solving and decision making skills. Strong quantitative and analytical abilities to process and display data.

Flexible work style, tactful, poised, and patient. Ability to handle a high degree of pressure, heavy workloads, multiple requests, numerous interruptions, and short deadlines in a positive manner, establishing priorities for effective work completion. Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership.

Exhibits superior management skills that emphasize team-building and strong leadership with the ability to provide clear direction to the department, while also functioning as an individual contributor.

Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Must demonstrate high levels of initiative, drive and poise coupled with qualities of maturity, professionalism, flexibility, and patience.

Must be able to travel to the various Trinity Health sites (10%+ if responsible for multiple site registration) as needed.

Physical requirements include ability to stand for long periods, push wheelchairs, and lift.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran