Registration Supervisor - Ambulatory

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.

Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

JOB DETAILS
Department: CSC Front Desk
FTE: 1.00 (80 hours per pay period)
Shift(s): Days
Shift Length: 8 hours (typically)
Location: In-Person

Purpose of this position: Oversees front desk patient arrival and departure staff in the clinics to ensure timely and efficient pre-registration/registration functions. Coordinates and maintains daily operations of the clerical areas including ADT/Prelude/Cadence functions, point of service collections, customer service, process improvement, quality assurance, and standardized work implementation (P&Ps, Reg Standards, etc.) to maximize patient satisfaction and service for customers. Complies with regulatory initiatives, oversees effective staffing plans, manages/develops staff, and ensures compliance with productivity and accuracy standards. Responsible for implementing performance/ quality improvement and customer service initiatives to create a superior patient experience. Monitors registration processes ensuring patient safety and satisfaction goals are met, self-pay activities are successful, and organizational revenues are consistent with the HCMC mission, vision, and values. Assists with the development of policies, procedures, and processes in coordination with patient access leaders to ensure the highest quality services are provided consistently to all customers.

RESPONSIBILITIES

• Ensures the quality and accuracy of registration data system-wide to support complete, accurate, and timely registrations. Ensures staff perform within registration accuracy standards

• Work with staff to develop strong customer service skills

• Drives point-of-service collection efforts and serves as subject matter expert

• Ensures that goals and objectives of the team are properly defined and implemented in accordance with regulatory and compliance guidelines and aligned with department budget.

• Implements registration and scheduling standards/P&Ps, quality measures, work standardization, and process improvements using LEAN methodology and consistent with the organization's goals/objectives and industry trends

• Maintains appropriate staffing levels according to established volume ratios and department budget

• Ensures staff competency standards, staff orientation and ongoing education/development, etc. Assists with staff recruitment, retention and development. Understands and works within union contracts

• Assures appropriate levels of understanding, awareness, and compliance with applicable federal, state, and agency laws, regulations, guidelines, and professional standards. Participates in operational, safety, security, and infection control programs as required

• Assists with setting department direction and priorities, provides oversight and monitors day-to-day office operations. (includes productivity, financial, customer satisfaction, employee engagement, etc.)

• Maintains a collegial and cooperative relationship with staff and other leaders; communicates across service areas working as a team to search out and implement efficiencies, economies, and best practices

• Completing special assignments as requested

• Other duties as assigned

QUALIFICATIONS

Minimum Qualifications:

• Bachelor's degree in Business, Management, Health Care Administration, or related field or approved equivalent education/experience
• Proven experience as a Supervisor or Project Management/Leadership relevant role

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• Experience with Epic applications: Prelude, Cadence, Referrals

• Understanding of medical terminology

• Experience with insurance and patient registration requirements

• Experience with electronic eligibility

• Experience working in a union environment

• Experience or knowledge of process improvement using LEAN concepts

Knowledge/ Skills/ Abilities:

• Experience with electronic medical record functionality (preferably EPIC ADT/Prelude/Cadence or Resolute), and eligibility verification

• Knowledge of state and federal legislation and CMS regulation, HIPAA, Privacy, and other regulatory and accreditation agencies;

• Knowledge of current Medical Assistance, Medicare, charity care, self-pay, insurance plans, MNsure, etc

• Knowledge of budget preparation and management

• Knowledge of project management and performance improvement

• Skilled in the use of computer systems, including practice management systems, reporting tools and the Microsoft office suite; creating presentations, facilitation of meetings

• Ability to communicate effectively with all levels of the organization, verbally and in writing, and within the health care community

• Experience in supervising staff -- Lead, mentor and coach staff

• Develop, implement, and sustain policies and procedures

• Organize, delegate and monitor work assignments

• Change agent: Plan, prepare and support staff through changes

• Ability to work cohesively and respectfully with a diverse work force and patient population

• Ability to prioritize, organize, problem solve, and communicate with multidisciplinary staff

Leadership Knowledge/ Skills/ Abilities:

• Skilled in overseeing the efforts of individuals within the department

• Ability to effectively involve department staff in the application of quality measurement and improvement tools

• Skilled in fostering a positive workplace culture and building inclusive workplace teams

• Demonstrated ability to quickly learn new technologies and systems and provide instruction on complex processes

• Capable of assisting managers with decisions and activities

• Ability to appropriately prioritize and carry-out work

• Ability to comfortably and effectively facilitate meetings and feedback sessions

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.

Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.

Total Rewards Package:

• We offer a competitive pay rate based on your skills, licensure/certifications, education, experience related to this position, and internal equity.
• We provide an extensive benefits program that includes Medical; Dental; Vision; Life, Short and Long-term Term Disability Insurance; Retirement Funds; Paid Time Off; and Tuition reimbursement.
• For a complete list of our benefits, please visit our career site on why you should work for us.

Department: CSC Front Desk Primary Location: MN-Minneapolis-Downtown Campus Standard Hours/FTE Status: FTE = 1.00 (80 hours per pay period) Shift Detail: Day Job Level: Supervisor Employee Status: Regular Eligible for Benefits: Yes Union/Non Union: Non-Union Min: $30.62 Max: $45.92 Job Posting: Jun-16-2026