GENERAL SUMMARY:
Coordinates and supports daily patient registration operations to ensure accurate workflows, quality outcomes, and consistent service delivery. Serves as a functional lead and escalation resource for registration staff, supports scheduling and training activities, and partners with leadership on quality assurance and process improvement. Performs registration duties as needed while guiding team workflow and performance.
PRINCIPAL JOB FUNCTIONS:
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*Commits to the mission, vision, beliefs and consistently demonstrates our core values.
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*Coordinates daily registration operations by assigning work, monitoring workload distribution, and ensuring timely task completion as appropriate.
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*Serves as the primary work‑direction resource for registration staff, resolving operational issues and escalating concerns as appropriate.
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*Develops and maintains staff schedules, including on‑call coverage and last‑resort staffing support, in collaboration with management.
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*Provides onboarding, training, coaching, and competency support for new and existing team members using standardized tools.
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*Monitors registration quality, audits work outputs, and reviews performance data to support accuracy, compliance, and improvement.
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*Delivers real‑time feedback, coaching, and documented performance guidance to support staff development and accountability.
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*Performs complex patient registration, insurance verification, payment collection, and documentation activities as operationally needed.
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*Acts as a system resource and super‑user for registration and ADT/EMR workflows, downtime procedures, and reporting tools.
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*Supports departmental initiatives, process improvements, policy updates, and cross‑coverage to maintain operational continuity.
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Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
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Participates in meetings, committees and department projects as assigned.
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Performs other related projects and duties as assigned.
ADDITIONAL JOB FUNCTIONS:
In addition to the principal job functions contained on the primary job descriptions, the following duties are also required in the department noted above.
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Coordinates bedside and real‑time registration workflows to support rapid patient throughput and safe identification.
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Manages ED‑specific staffing coverage, emergency access protocols, and last‑resort coverage needs.
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Collaborates closely with EMS, law enforcement, security, charge nurses, and house supervisors to support patient flow and safety.
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Oversees ED‑specific audits, trackers, and quality controls related to emergency registration workflows.
EDUCATION AND EXPERIENCE:
High school diploma or equivalent required. Three (3) years of patient access experience required; knowledge of medical terminology required; completion of role‑specific competencies within 6 months of hire.
For internal promotions, must be in good standing with three (3) of the last four (4) registration reviews above acceptable score and passing quarterly competencies.
Meets legal age requirement (19 years of age) to witness patient consents.
OTHER CREDENTIALS / CERTIFICATIONS:
Certified Healthcare Access Associate (CHAA) with NAHAM, Certified Revenue Cycle Representative (CRCR) with HFMA or another approved certification by Patient Access Leadership within 12 months of start date.
