·MANAGEMENT AND OPERATIONS
Provide effective leadership of the training and auditing team through direct supervision, mentoring of individuals and collaborative direction of operation of staff to standardize services and experiences and support optimal patient experience. Registration staff are authorized to obtain and authenticate documents requiring signatures from patients and families that are entered into the medical record electronically and/or via scan. The credentials of the registration staff are required to ensure the integrity of the authentication and protect security all of record entries. Develop and implement appropriate and efficient staffing plan(s) matched carefully to the support the operational needs. Draft, recommend, implement and enforce departmental policies and procedures. Work collaboratively with billing areas to assure processes for data management which maximize reimbursement.
Manage the reporting personnel. Make decisions regarding, and take responsibility for recruitment, selection, on-boarding, development, training, discipline, termination, evaluation, salary, payroll, and/or retention. Identify and work to correct personnel management issues. May maintain and/or create position descriptions and/or performance evaluation criteria. Consistently provides leadership and staff development through training, trending, consultation, coaching and communication. Focuses as a resource and responds to inquires related to specific subject matter.
Maintain effective working relationships with clinical service departments, leadership and staff. Establish strong lines of communication with customer departments to ensure constant understanding of needs and schedules. Actively participate in CCHMC's Registration Standards Committee.
Assist in the planning and annual budgeting of the department. Perform ongoing monitoring of key budgetary elements (e.g., Labor and supply costs). Accurately manage all payroll functions. Create staffing plans and budgets matched carefully to clinical services. Identify and pursue opportunities to improve value of operations through enhanced service offerings, improved operational efficiencies and/or cost reductions. Participate in planning for future capital needs.
Identify opportunities for process/performance improvement towards achieving industry best practice in Registration Services operations and patient experience. Utilize existing metrics and develop new ones in order to enhance department services. Leads in the planning and delivery of learning and performance improvement strategies that support the organizations and Registration Services strategic direction.
·DESIGN AND DEVELOPMENT
Analyze and evaluate learning needs. Plan, develop, create and implement training programs based upon assessment of learning needs. Update and maintain all training programs and materials. Remain current on industry trends. Serves as a resource to support Epic IT through testing and training. Incorporates a working knowledge of adult learning theory in the delivery of content to targeted audiences.
Effectively deliver all programs and curriculum. Resource to Registration Services and external divisions. Troubleshoot system problems. Identify training needs through trending and analyzing audit data. Orientation of newly-hired and newly-promoted personnel. Manage the cross-training and refresher training process. Apply principles of adult learning in the development of education programs.
·COMMUNICATION & PROBLEM SOLVING
Interface with department and Application Specialist for problem solving. Manage complex issues, provide resolutions, make critical decisions, and serve as a resource to the department staff. Responsible for written internal communication with Registration Services and external staff related to the departments. Maintain Registration Services web-page/intranet site.
Manage the quality process for Registration Services to evaluate work performed by employees. Manage the continuous research, development and implementation of new quality procedures and programs to ensure cutting edge ideas and efficiencies. Identify and recommend quality and training needs of the department. Participate on external RCIC department teams. Responsible for quality control in Registration Services by maintaining the auditing and trending continuous improvement efforts through analyzing audit data. Analyzes, creates, implements and facilitates training programs that result in comprehensive orientation, training, and ongoing performance monitoring/feedback.
Resource to Registration Services, IT, and divisions for problem solving and participation on projects. Offer training solutions. Act as a resource person to other CCHMC departments.
Demonstrates excellent working knowledge of computer technology.
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment
Demonstrated leadership and/or management skills.
Exceptional verbal, written and interpersonal communication skills.
Demonstrated knowledge of registration operations. Ability to apply adult learning principles and to apply training knowledge and skills. Ability to anticipate the needs of others, recognize potential problems and proactively communicate and address these opportunities.
Demonstrates ability to work effectively in a variety of settings.