Registration Team Leader

Overview

The Registration Team Leader oversees and supports the daily operations of the patient registration team, ensuring accurate, efficient, and patient-focused service. This role provides leadership and team support by mentoring staff, addressing operational challenges, and fostering a collaborative work environment. The Registration Team Leader manages workflows, resolves complex issues, and ensures compliance with organizational policies, procedures, and regulatory requirements. By focusing on these responsibilities and functions, the Registration Team Leader ensures operational excellence, fosters team collaboration, and delivers a positive patient registration experience.

Responsibilities

1. Act as the primary point of contact for the registration team to address daily operational issues and provide guidance.
2. Train, mentor, and coach registration staff to ensure high performance and adherence to policies.
3. Monitor staff workflows to ensure productivity and compliance with organizational standards.
4. Foster a positive team environment, encouraging collaboration and problem-solving.
5. Oversee daily registration activities to ensure timely and accurate patient registrations.
6. Perform quality assurance reviews on patient accounts to ensure accuracy in demographic and insurance information.
7. Assist with patient registrations during peak periods or staff shortages to maintain service standards.
8. Troubleshoot and resolve escalated issues, including patient concerns and complex registration scenarios.
9. Ensure a patient-centered approach in all interactions, maintaining professionalism and empathy.
10. Resolve patient complaints promptly and escalate unresolved issues to management when necessary.
11. Communicate effectively with patients and families to explain the registration process, financial obligations, and other relevant details.
12. Maintain staff schedules to ensure adequate coverage during all shifts.
13. Ensure compliance with all regulatory requirements, including HIPAA and insurance policies.
14. Prepare and submit reports on registration metrics, such as wait times, registration accuracy, and patient satisfaction.
15. Support the implementation of new registration processes, policies, or technologies.
16. Liaise with clinical departments, patient access leadership, and other stakeholders to ensure seamless operations.
17. Participate in meetings and relay important updates to the registration team.
18. Collaborate with leadership to identify and implement process improvements to enhance efficiency and service quality.
19. Assist in evaluating staff performance by conducting regular reviews and providing constructive feedback.
20. Identify opportunities for staff development and coordinate additional training sessions as needed.
21. Address performance issues promptly, working with management to implement corrective actions when necessary.
22. Proactively identify workflow bottlenecks or inefficiencies and implement solutions.
23. Analyze complex situations, such as insurance issues or registration discrepancies, and make informed decisions to resolve them.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.

• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.

• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

Qualifications

1. High school diploma or equivalent required; associate's or bachelor's degree preferred.
2. Minimum of 1 years of experience in patient registration, admissions, or a related healthcare field.
3. Previous leadership or supervisory experience is strongly preferred.
4. Strong organizational, problem-solving, and decision-making skills.
5. Excellent verbal and written communication abilities.
6. Proficient in registration software, electronic health record systems, and general office applications.
7. Ability to manage multiple priorities in a fast-paced environment.
8. Familiarity with insurance verification, pre-certification, and financial assistance processes.
9. Understanding of HIPAA regulations and patient privacy standards.
10. Must be able to read, write legible, speak and comprehend English.

WORKING CONDITIONS

WORK CONTEXT

Communication through talking, expressing and exchanging ideas by means of the spoken word. Hearing; perceiving the nature of sounds by the ear in order to communicate. Seeing; use of vision to determine characteristics of objects, depth perception, color vision with the ability to distinguish color, coding on ledgers, near/far activity 100% daily.

Ability to figure complex computations and communicate these figures to the public.

Mental capability to maintain patient confidentiality 100% of the time.

PHYSICAL FACTORS

Working indoors in a cubical area, sitting 80% of the time, standing 5%, kneeling 2.5%, squatting/crouching 2.5%, stooping 5%, and walking 5%. Activities include lifting of 35 lbs maximum which would be a two (2) man lift, frequent lifting and/or carrying 20 lbs. occasionally. Ability to push or pull over carpet floors, concrete ramps and on varied surfaces, a four wheeled cart with 50 lbs. of paperwork.

Filing ledgers or finding ledgers requires reaching, pushing, pulling, extending the hands and arms in any direction. Stooping and bending the body forward by bending the spine at the waist. To reach lower areas requires kneeling by bending the legs at the knee of crouching by bending the body downward and/or forward by bending the legs and spine. This is 50% of daily work.

• Must be able to perform the duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
• Physical presence onsite is essential.

OTHER JOB FACTORS

• Excellent conflict resolution and customer service abilities.
• Leadership and Team Support
• Operation Management
• Customer Service Excellence
• Administrative and Compliance Responsibilities
• Collaboration and Communication
• Performance Monitoring and Development

Problem Solving and Decision Making