NWIN Lead Patient Registration Representative, Full- Time, Days

UChicago Medicine; Crown Point (IN); On-site; USD 60,000 - 85,000; Full time

Job summary

UChicago Medicine Crown Point is seeking a Lead Patient Registration Representative to oversee ambulatory and emergency department operations in Crown Point, Indiana. The role includes scheduling, staffing coverage, and ensuring a seamless patient experience across clinics.

The Lead PRR will collaborate with providers, care teams, and administrative staff to optimize workflow, monitor waitlists, and drive service recovery while upholding the institution’s PRIDE values.

Qualifications

• Two year degree or equivalent education with at least one year of experience.
• Three to five years’ experience in high-level customer service in outpatient settings.
• Effective communication in written and spoken form at High School level or above.
• Ability to manage multiple projects and work assignments.
• Excellent interpersonal and professional communication.
• Proficient with Word, Excel, PowerPoint, Access, and mail merges.

Responsibilities

• Support day-to-day operations of Crown Point facility.
• Coordinate cross coverage and training.
• Delegate front desk tasks and monitor waitlists.
• Collaborate with ambulatory leadership to implement standard work and policy.
• Create staff schedules and monitor scheduling.
• Perform quality audits on scheduling and revenue cycle activities.
• Promote PRIDE values and escalate safety issues.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

MS Word

Excel

PowerPoint

Access

Mail merges

Education

Two year degree or equivalent

High School diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Word

Excel

PowerPoint

Access

Mail merges

Job description

Job Description

Join a world-class academic healthcare system, UChicago Medicine Crown Point, located in Crown Point, Indiana, as a Lead Patient Registration Representative (PRR). UChicago Medicine is an integrated academic and community health system with multiple primary medical facilities within the surrounding suburbs of Chicago. The Lead Patient Registration Representative (PRR) serves as an essential member of the care team, responsible as a resource for ensuring patients access their care in a seamless and uncomplicated manner while ensuring support for various clinical activities in an effort to anticipate the needs of patients. The Lead PRR role provides administrative coverage for the Ambulatory and Emergency Department setting, including the creation of daily staff schedules, provides administrative leadership coverage for the ambulatory and emergency department setting to meet operational needs of the site, covering staffing gaps (including scheduling gaps outside of normal schedule, i.e. late hours and/or overnight, being flexible same day for call ins.), directing workflow, monitor clinic reschedules, monitor EPIC waitlist and perform service recovery. Collaborates with providers, care team members and administrative staff members to ensure that each patient has an excellent experience in the facility.

Essential Job Functions

• Primarily supports the day to day operations of the Crown Point facility by rounding with the PRR staff and supporting administrative clinical operations.
• Coordinates cross coverage and training, including call off, PTO and lunch coverages.
• Template Management Gatekeeper
• Collaborates with ambulatory leadership to create standard work and the implementation of new policy, procedure and workflows.
• Delegate PRR front desk tasks to be completed (i.e. end of day check outs, virtual visit follow up, reschedules, etc.)
• Monitors WQ management
• Collaborates with staff and providers to provide a seamless and exceptional patient experience.
• Active participant in meaningful rounding to support team member and provider engagement.
• Provides leadership in adapting to change and promoting cost-effective measures in the practice to assure proper use of time, supplies, and personnel.
• Assists with interviews of candidates and takes lead in the onboarding/orientation of new PRR staff
• Investigate Registration and Scheduling errors. Provides education as needed.
• Monitor Kiosk utilization
• Provide service recovery to patients and their families by actively addressing, investigating and resolving a negative experience
• Responsible for the creation of staff schedules and the coordination of daily schedules to support operational needs.
• Performs quality audits on scheduling, scanning and revenue cycle activities related to authorization and collections as required.
• Active participant and informal leader in staff meetings.
• Models the PRIDE values and promotes teamwork, diversity and a valued and engaged work environment. Appropriately escalates issues to management for any safety issues and protects University of Chicago property. Performs other duties as assigned.

Required Qualifications

• Two year degree or equivalent education greater than one year experience required. High School diploma or equivalent required.
• Three to five years’ experience in providing high level customer service in a community based outpatient setting, addressing and resolving complex issues. Ability to communicate effectively in both oral and written form at or above High School level.
• Ability to work with diverse staff and management groups in a complex organization.
• Excellent communication both verbal and written skills for the purpose of communicating sensitive information.
• Ability to manage multiple projects and work assignments.
• Excellent interpersonal skills both in person and by phone, with high professionalism.
• Excellent customer service skills, proficient in using the latest versions of Microsoft Word, Excel, PowerPoint, Access, and mail merges; email and web searches.

Preferred Qualifications

• Bachelor’s degree preferred

Position Details

• Job Type/FTE: Full-Time (1.0 FTE)
• Shift: Days, 8 hour shifts, Every other weekend
• Work Location: Onsite
• Unit/Department: Multispecialty Clinic
• CBA Code: Non-Union