Pre-Registration Supervisor

College of Pastoral Supervision and Psychotherapy; Pinehurst (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

The College of Pastoral Supervision and Psychotherapy is seeking a Pre-Registration Supervisor to oversee patient registration activities in our outpatient clinic. You will manage a Pre-Registration team, pre-register patients for upcoming appointments, verify insurance and demographics, and ensure a smooth check‑in experience.

Qualifications include a high school diploma (associate degree preferred), three years in a physician’s office with supervisory experience, Epic EMR proficiency, and

Qualifications

• High school graduate; associate degree preferred.
• Three years in a physician’s office working face to face with patients.
• Previous registration and supervisory experience highly preferred.
• Experience with Epic EMR and insurance knowledge a plus.

Responsibilities

• Plan and supervise Pre-Registration staff and workflows.
• Register patients and verify demographic and insurance information; ensure timely pre-registrations.
• Resolve patient complaints and coordinate with center administrators and Risk Management.
• Train and coach staff with guidance from the Assistant Director and HR.
• Ensure accurate data entry and proper use of the EHR/EMR system.

Skills

Customer service

Supervisory experience

Communication skills

Office skills

Education

High school diploma

Associates degree preferred

Tools

Epic EMR

Job description

Overview

Uses an appropriate problem-solving approach to plan services.

• a. Demonstrates a sense of urgency relating to a patient’s level of distress.
• b. Identifies barriers to communications.
• c. Verifies insurance eligibility, demographic information, SOGI, Debt Mitigation, and other required registration fields
• d. Pre-registers patients for upcoming oncology appointments
• e. Monitors for coordination of benefits, missing insurance information, and initial authorizations for upcoming appointments
• f. Recommends policies and procedures for the center that ensure efficient flow of patient Registration.
• g. Trains, counsels, coaches, and supervises Pre-Registration staff with the assistance of the Assistant Director (TBD), Director, and Human Resources department and associated guidelines.
• h. Resolves patient complaints/concerns and reports appropriately to center administrators and FH Risk Management. Identifies those areas where processes could be changed to assist in preventing on-going complaints of this nature. Works with administrators to implement corrections.
• i. Manages assigned work queues in Epic to resolve Registration errors and complete Pre-registrations in a timely manner
• j. Works with Revenue Cycle team to communicate in regards to Registration errors and timely Pre-Registration of patient appointments.
• k. Connects patients to the appropriate support services for assistance. This includes, but is not limited to: Financial Navigation, Nurse Navigation, Social Work, etc.
• l. Accurately and accordingly to policy, posts payments.
• m. Works in a primary position while simultaneously supervising the Pre-Registration team
• n. Any other duty as assigned, but within the scope of practice for a Pre-Registration Supervisor as assigned by the Assistant Director (TBD).

2. Provides services with consideration of the recipients needs.

• a. Maintains outstanding customer service standards for patient outreach.
• b. Secures patient information when leaving work area.
• c. Locks computer system when away from work area.
• d. Works with patients in a courteous and considerate manner.
• e. Wears FH name badge and introduces self to patients as needed and required by the situation.
• f. Works on behalf of the patient to resolve any appointment or information discrepancies.
• g. Manages timely patient outreach to secure patient information prior to their appointment to ensure the physical check in experience is outstanding.

3. Uses equipment/supplies correctly.

• a. Maintains equipment in proper working order. Follow manufacturers' manuals for care of office equipment. Notify manager of equipment failure.
• b. Maintains adequate supply of materials and forms. Use supplies conservatively
• c. Keeps a neat orderly and safe work area.

4. Uses appropriate safety and infection control measures.

• a. Adheres to established infection control measures.
• b. Assures patient safety by following applicable patient safety goals.

5. Teaches/directs/advises/informs others in an appropriate manner.

• a. Communicates clearly with providers, managers, direct reports, and patients.
• b. Educates and informs patients about clinic policies, procedures and processes using basic simple language and principles of adult learning.
• c. Involves administrators in all patient concerns/complaints in a timely fashion after first trying to diffuse the situation to support direct reports.

6. Reports & records information appropriately.

• a. Uses approved format for recording and reporting messages. i.e. telephone encounter, Secure Chat, Cortext, etc.
• b. Maintains written reports of all situations requiring manager’s attention
• c. Utilizes the EHR/EMR system if in place to facilitate role as it related to referrals, follow-up patient instructions or other activities required in a clinic setting to augment quality for patient care and coordination.

Qualifications

Education | Formal Training | Licensure | Certifications | Experience: High school graduate. Associates Degree preferred, but not required. Three years in a physician’s office working face to face with patients preferred. Previous registration and supervisory experience are highly preferred.

Additional Skills: Experience with Epic EMR, office skills, knowledge of medical terminology, and insurance knowledge a plus. Excellent verbal and written communication skills, computer skills, and customer service recovery experience required. Exemplifies multi-tasking ability.