Manager, Admitting Registration Services

At Children’s Wisconsin, we believe kids deserve the best.

Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin:   https://www.instagram.com/lifeatcw/

Job Summary
Manages the daily operations of multiple Ancillary Registration departments across the organization to include the development, implementation and successful outcomes of departmental and organizational goals. This is a flexible role as site visits are required to support leadership and team members as needed. This position is responsible for all aspects of daily operations at the front desk, in collaboration with local clinic leadership, that are related to providing outstanding service excellence, fiscal administration, and allocation of human resources. Assures compliance with Joint Commission, EMTALA and other regulatory requirements.

Essential Functions

- Proactively identifies problems, solutions and works collaboratively with other key stakeholders to implement process improvements. Anticipates and responds effectively to changes in the environment. Revises strategies and plans in a timely manner.
- Develops and implements departmental goals and objectives in collaboration with the Directors of Patient Access, Manager of Central Scheduling, Manager of Financial Clearance, Manager of Patient Accounts and other organizational leaders for Admitting/Registration processes.
- Collaborates with Information Services to develop and maintain automated solutions to support work processes. Provides leadership to Admitting/Registration by setting goals and direction for computer software development/enhancements and database management.
- Reports department accomplishments and progress toward objectives and goals. Develops and implements operational policies and procedures.
- Manages the department’s staffing plan assuring cost-effective staffing that meet customer needs, patient volume and acuity demands. Makes effective use of available resources including time, people, materials and financial resources.
- Takes responsibility for establishing and maintaining outstanding customer service standards and creating first and lasting impressions with patients, families, departments, clinics, physicians and visitors. Monitors and evaluates the quality within the department in support of organizational objectives. Resolves issues related to systems, billing, registration, and scheduling through collaboration with hospital-wide departmental representatives.
- Communicates and provides rationale for process changes to staff and other key customers. Encourages staff participation in problem resolution. Assesses, advises and guides staff in developing their skills and talents. Supports and empowers staff to use their own judgment in performance of their job responsibilities.
- In collaboration with Financial Services, investigates reimbursement issues by analyzing financial and statistical data to project the effects of the changes on the health system's reimbursement. Coordinates and facilitates appropriate actions within the department to maintain optimum reimbursement levels. Evaluates and monitors managed care contract requirements and insurance plans. Communicates and implements changes with departmental staff.
- Formulates plans, defines timelines, directs data collection, implements process improvements to systems, staffing and procedures as needed to improve departmental operations. Develops outcome indicators to monitor improvements to operational workflow and processes in collaboration with inpatient care areas and ambulatory services. Utilizes patient, customer and employee satisfaction data to improve case management programming.
- Partners closely with Revenue Cycle and Ambulatory departments to ensure staff are meeting organizational goals surrounding Time of Service initiatives upon check in including but are not limited to: CoPay collection, updating demographics and insurance information, patient family screening, customer service excellence, and assistance with kiosk check in.
- Performs people management responsibilities for employees which may include but are not limited to: employee engagement, recruitment, performance management and development

People Management Responsibility

- Performs people management responsibilities for employees which may include but are not limited to: employee engagement, recruitment, performance management and development

Education

- Bachelor's Degree Required
- Master's Degree Preferred

Experience

- 2+ years Requires three years of experience in patient access, patient accounts, or related area and knowledge of hospital policies and procedures related to registration or patient accounts, and hospital data systems Required
- 2+ years Requires three years in previous supervisory/management experience, including leadership of and participation in working with teams, data collection and analysis in defining and evaluating systems, and proven ability to manage multiple projects simultaneously. Required
- Previous experience managing multiple locations Preferred

Knowledge, Skills and Abilities

- Utilizes Epic, Chartmaxx, Microsoft Office, Internet/Intranet, Midas, clinical, financial and other information systems and technology to maximize program efficiency and job performance. Collaborates with interdisciplinary leaders to improve work processes.
- Excellent written and verbal communication skills to communicate effectively with families, physicians, third party payers, department staff and other hospital leadership and staff.
- Works with Quality Improvement and assigned areas to continually manage patient and customer satisfaction
- Must have demonstrated ability to manage, direct and teach. Must be able to make independent decisions. Must have a demonstrated ability to work in a fast paced environment, demonstrating effective critical thinking and resource management skills. Must value diverse opinions and approaches, and incorporate them into decision making process. Demonstrates ability to handle difficult situations by using effective problem solving skills. Must possess ability to value and foster collaboration.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Certifications/Licenses: