Operations Supervisor - Outpatient Registration

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Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP's Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.

We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.

A Brief Overview
The Outpatient Supervisor position provides supervisory coverage and leadership for the Patient Services Representatives, Leads and Financial Counselors in the Outpatient Registration Department. Assures staff adherence to all departmental policies and procedures that have been developed to ensure effective and efficient quality service to patients and families. Responsible for supervising all functions related to onsite registration, financial counseling, cash collection and insurance verification.

What you will do

• Oversee Outpatient PSR Registrations/ follow-up scheduling to assure adequate coverage.
• Adjust work schedules to correspond with fluctuations of offices hours and/or patient volumes. Covers PSR positions as needed.
• Responsible for supervising all functions related to onsite registration, financial counseling, cash collection, insurance verification.
• Assist in implementing departmental policies and standards that have been developed to ensure effective and efficient quality service and excellent customer service for all patients and their families.
• Works with Manager to review reports and feedback from the billing offices (HB and PB). Analyze errors and provide feedback to employees. Monitor work queues and complete/communicate updates as necessary.
• Review staff registrations and perform random audits to assure staff compliance.
• Monitors Epic: patient tracking, registrations, generating reports.
• Ability to perform all PSR functions.
• Assures that patients, families and visitors arriving in the Outpatient Registration are immediately greeted in a courteous manner. Works with staff to insure that patients/families receive excellent customer service throughout their visit.
• Performs/shares customer service tracking.
• Assists with recruitment, hiring, disciplinary action and training of staff.
• Works with new staff so that they successfully complete their probationary period.
• Coaches and develops direct report staff.
• Maintain employee records for attendance and performance counseling in a timely fashion.
• Ensures 100% of the staff completes hospital mandatory education.
• Attends Leadership meetings to review and design plans for departmental education, changes, updates and quality concerns. Communicate results to staff.
• Attends various Outpatient, Patient Access and other appropriate meetings as assigned by manager.
• Demonstrates an effective open door communication policy and process with staff
• Creates and maintains an environment where staff feel valued, appreciated and recognized.

Education Qualifications

• High School Diploma / GED Required
• Associate's Degree Preferred
• Bachelor's Degree Preferred

Experience Qualifications

• At least five (5) years related health care registration or billing experience Required
• At least three (3) years experience of IDX/ADT and IDX/BAR computer experience Required
• Previous supervisory experience Required
• Previous hospital, customer service, and/or computer data entry experience Required
• Preferred strong background in Epic systems.
• Skills and Abilities
• Must possess strong understanding of the registration and billing processes, including knowledge of insurance plans. Ability to schedule and register patients completely and accurately.
• Excellent telecommunication skills and demonstrated organizational skills.
• Ability to communicate courteously and effectively with physicians and staff.
• Ability to interact in a friendly, helpful manner with patients, families and other staff members. Willingness to exercise judgment and independence to provide services necessary to meet patient and family needs.
• Ability to work from policies and procedures toward specific goals and objectives and to provide input for improvements. Ability to uphold Hospital standards in quality, excellence, integrity, respect, commitment and service.
• Ability to complete multiple tasks simultaneously and work under pressure.
• Ability to maintain confidentiality of patient and staff information according to the Hospital standards and government regulations.

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must be fully vaccinated against COVID-19 and receive an annual influenza vaccine. Learn more.

Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.

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