Supervisor, Registration (70491)

Department: Billing

Position: Registration Supervisor
Exemption Status: Exempt
Reporting Relationship: Director of Revenue Cycle Management
Direct Reports: Registration Specialists
Work Environment: Office

Core Values

- Teamwork: Collaborates effectively across departments.

- Belonging: Creates an environment where all individuals feel respected and valued.

- Compassion: Demonstrates empathy and professionalism in all interactions.

- Resilience: Adapts positively to changing priorities and challenges.

- Stewardship: Uses organizational resources responsibly.

- Quality: Delivers accurate, reliable, and high-quality work.

- Value: Identifies opportunities to improve efficiency and outcomes.

Position Summary

The Supervisor of Registration Specialists is responsible for overseeing the efficient and accurate loading of patient registration information into the OCHIN Epic system prior to patients scheduled appointments. This role requires attention to detail, strong organizational skills, and the ability to lead and develop a team. It is essential that the candidate maintains a strong understanding of Oklahoma FQHC billing requirements. The supervisor will work closely with operations, billing, EHR Support Analysts, and other administrative professionals to streamline workflow, enhance patient care delivery, and ensure team performance and compliance standards.

Essential Duties and Responsibilities

Core Functional Responsibilities

- Supervise the daily activities of Registration Specialists and ensure assigned work is completed accurately, consistently, and within established timeframes.

- Establish daily work priorities and distribute or reassign work based on patient schedules, staffing, volume, deadlines, and operational needs.

- Monitor staff productivity, quality, attendance, work queues, outstanding tasks, and completion of pre-service registration and eligibility activities.

- Provide coaching, direction, feedback, and performance management to assigned staff and address or escalate recurring performance concerns as appropriate.

- Participate in recruitment, interviewing, onboarding, training, competency assessment, and ongoing development of Registration Specialists.

- Provide guidance on complex eligibility, coordination of benefits, PCP, plan, or payer issues and assist staff with resolution when necessary.

- Oversee registration processes supporting FQHC financial and documentation requirements, including the Sliding Fee Discount Program, proof or declaration of income, and other required financial documentation.

Collaboration and Communication

- Serve as an escalation resource for Registration Specialists and clinic staff regarding registration, insurance eligibility, benefits, PCP requirements, patient financial responsibility, and related front-end revenue cycle issues.

- Work collaboratively with clinic leadership, operations, billing, EHR support, and other Revenue Cycle Management functions to resolve issues affecting registration accuracy, patient access, clean claims, reimbursement, and patient balances.

- Communicate with insurance carriers and payer representatives as needed to research or resolve complex eligibility and benefit issues.

- Provide the Revenue Cycle Management Director with timely updates regarding team performance, staffing concerns, workflow barriers, payer issues, quality trends, system issues, and operational risks.

Compliance and Quality

- Develop, maintain, and perform routine quality audits of registration, insurance, eligibility, benefit verification, financial information, and required FQHC documentation.

- Monitor registration accuracy and identify errors or omissions that may contribute to claim rejections, denials, delayed billing, inaccurate patient balances, compliance concerns, or avoidable rework.

- Track and trend front-end registration errors and collaborate with staff, clinics, billing, and the RCM Director to address root causes.

- Ensure registration activities comply with Medicare, Medicaid, commercial payer, HIPAA, FQHC, organizational, and other applicable requirements.

- Protect patient information and maintain the confidentiality and integrity of protected health information, financial information, and organizational data.

General Expectations

- Demonstrate effective leadership, accountability, initiative, sound judgment, organization, professionalism, and follow-through.

- Promote a team environment focused on accuracy, customer service, accountability, efficiency, and continuous improvement.

- Manage multiple priorities, deadlines, staff needs, and frequent interruptions while maintaining attention to detail.

- Maintain current knowledge of healthcare registration, insurance eligibility, payer requirements, FQHC financial processes, and front-end Revenue Cycle Management practices.

- Complete organizationally required education, training, health screenings, and other employment requirements within established timeframes.

- Perform other duties and special projects as assigned by the RCM Director or organizational leadership.

Success Indicators / Key Performance Metrics

Success in this role may be measured by:

- Timely completion of pre-service registration, insurance eligibility, and benefit verification activities.

- Accuracy and completeness of patient demographic, insurance, guarantor, financial, and required FQHC information.

- Registration Specialist productivity, quality, competency, accountability, and adherence to established workflows.

- Reduction in claim rejections, denials, delayed billing, and rework attributable to registration or eligibility errors.

- Completion and effectiveness of routine quality audits, staff coaching, retraining, and corrective actions.

- Accuracy and usefulness of reports, trackers, procedures, workflows, and reference materials.

- Effective communication and collaboration with clinics, Revenue Cycle Management, EHR support, patients, and payers.

- Reduction in recurring front-end errors and preventable revenue cycle issues.

Top performers consistently demonstrate the ability to see registration as the front door of the revenue cycle rather than a data-entry function. They identify patterns before they become widespread billing problems, coach staff toward sustained improvement, maintain high standards for data accuracy and customer service, and build strong working relationships with clinic teams. They use quality data to focus improvement efforts, resolve routine issues independently, and bring the RCM Director clear information and appropriate escalation when broader intervention is needed.

Qualifications

Required Qualifications

Education

- High school diploma or GED equivalent required.

- A combination of education, specialized training, and directly relevant experience may be considered in evaluating qualifications for the position.

Experience

- Two (2) year minimum in Registration Specialist position or experience in healthcare registration, patient access, insurance eligibility and benefit verification, medical billing, Revenue Cycle Management, or a closely related function.

- One (1) year of experience in supervising or leading others, directly or indirectly through projects, serving as a subject matter expert or trainer.

- Experience with Medicare, Medicaid, Medicaid managed care, commercial insurance, and other healthcare payers.

- Experience with Sliding Fee Discount Program processes and Federally Qualified Health Center (FQHC) income documentation requirements.

- Advanced experience with Epic registration, eligibility, and related Revenue Cycle Management workflows.

- Demonstrated ability to coordinate high-volume work, manage competing priorities, and meet critical deadlines.

- Experience identifying and resolving complex patient registration, eligibility, insurance, or patient account issues.

Certifications/Licensure

- None Required

Technical Skills

- High level of proficiency with electronic health record and/or practice management systems required.

- Experience using electronic eligibility tools, payer portals, and other insurance verification resources required.

- Proficiency with Microsoft Office applications, including the ability to use spreadsheets, reports, email, and other business applications.

- Ability to interpret insurance eligibility, benefits, plan requirements, payer information, and patient financial responsibility.

- Ability to use reports, work queues, audits, and performance data to monitor work completion and quality.

- Ability to develop and maintain procedures, workflows, trackers, reference materials, and staff training resources.

Preferred Qualifications

- Formal education or specialized training in healthcare administration, business, Revenue Cycle Management, or a related field.

Working Conditions / ADA Requirements

- Work is primarily performed in a professional office environment with prolonged periods of sitting and computer use.

- Must be able to communicate effectively in person, electronically, by telephone, and in writing.

- May require lifting or moving up to 25 pounds as necessary to perform routine job duties.

- May require occasional evening, weekend, or extended-hour work based on departmental or organizational needs

- Must be able to perform the essential functions of the position with or without reasonable accommodation.