Overview Plans and supervises activities within the hospital, emergency room, and urgent/convenient care locations. Assigns work and coordinates activities to maintain efficient workflow. Monitors quantity and quality of work performed. Interviews, trains, supervises and evaluates employees. Maintains equipment and supplies for the department. Revises, develops, and implements policies, procedures and performance standards. Assists with scheduling and time off requests. This positon also completes registration as needed. Performs other duties as assigned. Must understand Mercyhealth policies and procedures pertinent to operations. Responsibilities Essential Duties and Responsibilities Revises, develops and implements policies and procedures to maintain proper workflow within the registration departments. Thinks critically about department operations and implements improvements Uses problem solving skills to identify and correct problems before they escalate to larger issues. Conducts interviews Schedules and monitors time off to make sure work areas are covered and approves payroll. Collaborates and communicates with other departments to ensure positive interdepartmental interactions. Supervises and evaluates partners. Conducts employee review with presenting and discussing pertinent review findings and recommendations. When deficiencies are noted, monitors employee performance to assure that corrective action is taken. Conducts audits of work performed by registration partners and provides education and training as needed. Assist with the follow up on patient complaints related to Hospital Registration. Conducts ongoing training sessions for employees. Evaluates seminars and registers staff as needed Approves ordering of supplies Culture of Excellence Behavior Expectations To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals. Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue. Education and Experience High school diploma or equivalent Associates degree in business or healthcare related field preferred. Two years of health care experience required One year supervisory level experience required Previous registration experience preferred Certification and Licensure CHAA (Certified Healthcare Access Associate) or equivalent certification required CRCR (Certified Revenue Cycle Representative) or equivalent certification required Or Related Epic certification(s) in lieu of CHAA and CRCR Skills and Abilities Strong interpersonal/oral/communication skills Analytical skills Keyboard and typing skills Ability to handle stress Knowledge of PPM and STAR billing systems desirable Microsoft Word and Excel experience desirable Special Physical Demands The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations. Patient Registration Lead can be required to perform with the same special physical demands of Patient Registrar. This includes medium work exerting 10 to 25 lbs of force frequently and 25 to 60 lbs of force occasionally. While performing the duties of this job, the employee is frequently required to sit, handle, finger, feel, reach, talk and hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch and crawl. Specific vision abilities required by this job include frequent close vision and ability to adjust focus and occasional distance vision. Prolonged sitting. Manual dexterity needed to operate telephone and keyboard. Must be able to push patient in wheelchair. Level of Supervision N/A Supervises Responsibilities include training employees; planning, assigning, and directing work; assisting with appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Supervisory responsibilities are conducted in accordance with directives of management, the organization's policies, and applicable laws.