Director of Patient Registration

Coffeyville Regional Medical Center, or "CRMC", is a 25-bed, non-profit, critical access hospital serving Southeast Kansas and Northeast Oklahoma since 1949. As a rural hospital, CRMC is surprising because of its large size and wide variety of services. Although we can provide many of the same services you will find in a big city, we take great pride in our friendly and caring staff.

The Director of Patient Registration supervises day-to-day operations related to patient access, registering for all inpatient/outpatient services, and oversees point of service collections and eligibility validation. Helps to recruit, train, and supervise staff in registration, insurance verification, prior authorization, and radiology scheduling. Plays an active role in process and improvement activities. Looks for opportunities to streamline, standardize, and create efficiency. Understands the workflow and impact on other departments. Ensure a high degree of team satisfaction by helping to solve problems and team scheduling. Ensures the highest level of customer service to internal and external customers. Has strong workflow understanding of front-to-back registration requirements, insurance plan selections, and prior authorization protocols.

JOB DUTIES:

• Communicates and demonstrates our vision, mission, and strategic plan. Provides effective leadership and supervisory support to staff.
• Ensures that all employees are provided with appropriate orientation and in-service training.
• Assures that the qualifications and competencies of all employees are current.
• Facilitates development of a team whose vision and priorities are aligned with organizational goals.
• Establishes performance expectations and provides coaching to achieve positive results.
• Motivates staff and creates an environment where employees thrive. Fosters teamwork, effective communication, and collaboration among all departments.
• Anticipates department needs relative to finances, space, resources, and participates in the annual budget process.
• Manages personnel resources and adjusts to changing workload, staff absence, and other needs within the parameters of staffing targets. Projects and coordinates sufficient staffing to meet departmental demands.
• Responsible for providing the tools, equipment, and resources for employees to work safely and efficiently.
• Monitors and ensures compliance with the department budget.
• Formulates, reviews, and revises policies and procedures as needed.
• Develops, implements, and monitors department quality and process improvement initiatives.
• Maintains compliance with regulatory and accreditation bodies.
• Responsible for the daily operations of all registration areas within the hospital setting, including the Emergency Department and facility admissions.
• Responsible for the daily operations of all prior authorization/radiology scheduling tasks, including insurance preauthorization, preservice requirements, insurance eligibility, referral management, and demographic information to ensure daily operations are maintained according to policy.
• Ensure appropriate cash collection protocols are adhered to, including collecting copays, balances, daily balancing, posting, and monitoring of petty cash.
• Responsible for managing, monitoring, and securing the patient's safety so items are returned to the proper owner.
• Track and monitor required forms needed for compliance, billing, and patient rights, including but not limited to: Medicare Secondary Payer, Consent for Treatment, No Surprise Billing Act, Important Message from Medicare, Medicare Observation Notice, Advanced Beneficiary Notices, Notice of Medicare Non-Covered, etc.
• Continue training and enforcing EMTALA regulations. Ensure the team has a good understanding and is compliant in the registration area.
• Ensure signage is properly displayed and current.
• Ensure forms are the current version and outdated material is removed.
• Create, update, and revise workflows.
• Monitor work queues, including eligibility. Work with team on eligibility denials and ensure appropriate training. Respond timely to billing requests for corrections.
• Maximize automation regarding eligibility.
• Ensure appropriate staffing needs are met by creating the team’s schedule in a timely manner.
• Take ER Registration call for coverage as needed.
• Review patient billing concerns and help facilitate patient complaints. Be aware of escalated patient concerns and intervene when necessary.
• Responsible for executing monthly audits of staff performance and accuracy for Registration Chart Review, Point of Service Collections, Productivity, Phone Logs, etc.
• Updates policy and procedures in a timely manner.
• Communicate with team and other hospital staff. Includes staff meetings, in-services, updates, emails, and one-on-one conversations.

The Patient Registration Director assumes other responsibilities as assigned.

JOB REQUIREMENTS:

• Analytical ability to apply criteria and evaluate information to make decisions
• Strong verbal and written communication skills, and excellent interpersonal skills in teaming with patients, medical staff, and the public
• Detail-oriented with proven ability to work in a fast-paced environment
• Professional appearance and ease in developing rapport with others
• Working knowledge of EMR, payer contracts, HIM, and Registration practices
• Computer skills, including MSOffice, Outlook, and Meditech, preferred
• Ability to move, position self, consistently operate various types of equipment, able to detect/observe/identify details at close or distant range with or without accommodations as well as exerting 20 to 50 pounds occasionally, or 10 to 25 pounds frequently, or up to 10 pounds constantly

EDUCATION AND EXPERIENCE:

• H.S. Diploma, G.E.D. or equivalent work experience in field, required.
• Bachelor's degree in leadership, business, or other related fields, preferred
• Experience in Healthcare Administration, Facility and/or Clinic Management, Working knowledge of insurance plans.
• Prior supervisory experience, 2-5 years related patient access experience, claims, insurance or billing experience in a healthcare or health plan setting.
• Strong attention to detail and demonstrated ability to use sound judgment in decision-making.
• Excellent organizational skills with demonstrated time management skills.
• Ability to communicate effectively, through both written and verbal channels.
• Ability to be flexible and demonstrated ability to be adaptable.
• Has experience with workflow improvement projects and implementation of new projects.

CRMC BENEFITS OVERVIEW

Our comprehensive compensation plan includes, the following benefits.

• Generous paid time off
• Medical/Dental/Vision
• Kansas Public Employees Retirement System (KPERS)
• 403B Retirement Savings
• Additional Voluntary Insurance
• Federal Student Loan Public Service Loan Forgiveness Eligible Employer
• Voluntary Short Term Disability
• Employee Assistant Program
• Free Indoor Walking Track & Gym

We are excited to learn about you and hope you join us on a shared mission serving every generation with patient centered, compassionate care. Please take a moment to visit our website http://https://www.crmcinc.org/ to learn how we make an impact through collaboration, innovation, and stewardship.

Coffeyville Regional Medical Center is an Equal Opportunity Employer. We are committed to creating a diverse environment. We believe that diversity and inclusion among our associates is critical to our success. All qualified applicants will receive consideration of employment without regard to race, color, religion, gender, gender identify, sexual orientation, national origin, genetics, disability, age, or veteran status. If you need assistance or a reasonable accommodation, please contact Human Resources at HR@crmcinc.org or 620-252-1662.