Pre-Service Center Registration Supervisor

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 ensure 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.

ESSENTIAL RESPONSIBILITIES / DUTIES: • Perform on-going quality assessments for the Pre-Service Center employees to ensure accurate completion of accounts being held due to EHR system edits and exceptional customer service is delivered with every interaction. • Act as a Tier 1 support resource for the Pre-Service Center representatives for complicated scenarios and if/when compliance issues occur. Intervenes to handle sensitive patient issues or situations when a patient is not satisfied with a team member’s response to a particular problem. Escalates problems to Pre-Service Center Manager when appropriate. • Analyzes and monitors key performance metrics to effectively identify key trends, implement corrective actions and effectively communicating outcomes to senior management. • Monitors the accuracy and build of Epic workflows and partners with Epic IT to implement system workflow changes. • Develops and maintains process workflows, presentations or other educational material on correct patient registration and customer service processes. • Leverages functionality of revenue cycle EPIC application to increase accuracy of the registration process, reduce denial rates and increase cash collections, through implementation of rules and edits. • Uses data and reports to perform root cause analysis to identify areas of opportunities and recommend solutions to drive process improvement on the front end revenue cycle and collaborate with other revenue cycle teams to ensure successful implementation. • Monitors daily performance including team member coaching, quality, speed, accuracy and customer service (both internal and external). • Collaborates with cross-functional teams across Operations, Reimbursement, Compliance and Revenue Cycle to drive Patient Registration priorities. • Participates as a team member on cross-functional project teams in support of moderate projects related to existing and new revenue initiatives to increase reimbursement and provides support for projects in which Revenue Cycle leadership and key stakeholders are involved. Effectively communicate issues and results via multiple media including in-person meetings, workgroups, verbal communication, email and presentations. • Track Epic workqueue data metrics, and associated issues. Executes workflow processes to correctly identify deficiencies. Formally prepares and presents findings in an efficient and effective format to Pre-Service manager with recommendations on corrective actions. • Helps to develop and mentor Pre-Service Center Representatives to ensure optimal performance and service delivery excellence. • Personally provides staffing coverage when needed, effectively performing the duties and responsibilities of the position(s) he/she oversees. • Serves as a patient registration subject matter expert to internal and external team members. • Assists department leadership with administering corrective action to employees when necessary. • Assists with the recruitment of team members by interviewing candidates and providing feedback to departmental leadership. • Provides training and orientation to new team members. • Contributes to colleague annual performance appraisals and competency assessments with measurable data and/or specific examples of performance. • Utilize Hospital's Core Values as the basis for decision making and to facilitate hospital mission. • Follow established hospital infection control and safety procedures. • Perform other duties as needed and required. Must adhere to all of BMC’s RESPECT behavioral standards.

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.