Job Posting
Registration Supervisor - Business Office
Major Roles & Responsibilities
Purpose: The Registration Supervisor is responsible for the daily leadership, supervision, coordination, and oversight of Hospital Patient Registration operations and staff. This position provides direction and guidance to registration employees, ensuring efficient departmental workflows, adequate staffing coverage, accuracy of patient registration processes, and delivery of exceptional customer service.
The Registration Supervisor is responsible for coordinating employee schedules, monitoring departmental productivity and performance, overseeing staff training and development, maintaining departmental policies and procedures, and ensuring compliance with applicable hospital policies, regulatory requirements, and organizational standards. This position serves as a primary resource for registration staff and works collaboratively with the Revenue Cycle Director and other hospital departments to identify operational concerns, implement improvements, and promote departmental accountability.
The Supervisor is expected to be a working supervisor performing registration duties, including greeting patients, answering telephone calls, scheduling appointments, updating patient information, checking patients in and out, collecting payments, and assisting patients with registration-related questions or concerns. This position serves as a liaison between registration staff, patients, hospital departments, and administration to support effective communication and resolution of concerns.
Essential Duties and Responsibilities
1. Departmental Leadership and Employee Supervision
• Provide direct supervision, leadership, and oversight of Hospital Patient Registration staff.
• Establish daily work assignments and employee schedules to ensure adequate departmental coverage and continuity of operations.
• Monitor attendance, punctuality, productivity, and overall employee performance.
• Coordinate staffing coverage for employee absences, vacations, holidays, and other scheduling needs in collaboration with the Revenue Cycle Director.
• Participate in recruitment, interviewing, onboarding, and orientation of new registration employees.
• Develop, coordinate, and oversee employee training programs, including initial training and continuing ongoing education.
• Provide coaching, guidance, and corrective feedback to employees as needed.
• Participate in employee performance evaluations and provide recommendations regarding employee development, performance improvement, and disciplinary action.
• Promote employee accountability, teamwork, professionalism, and a positive departmental culture.
• Address employee concerns and escalate unresolved personnel matters to the Revenue Cycle Director.
• Serve as a role model for professional conduct, customer service, and adherence to hospital policies.
• Maintain open communication with employees regarding departmental expectations, operational changes, and organizational updates.
2. Departmental Operations and Workflow Management
• Oversee daily registration operations to ensure efficient workflows, appropriate staffing, and timely patient service.
• Monitor departmental productivity, telephone statistics, registration accuracy, and operational performance.
• Identify workflow inefficiencies and recommend or implement process improvements in coordination with the Revenue Cycle Director.
• Develop, maintain, and update departmental training materials, workflow documents, scheduling guidelines, and operational procedures.
• Ensure departmental policies and procedures remain current, accurate, and consistently followed.
• Monitor registration-related issues and resolve operational concerns within the scope of supervisory authority.
• Serve as the primary departmental resource for registration staff regarding insurance verification, private pay, managed care payors, and other registration-related matters.
• Assist with the implementation, monitoring, and achievement of point-of-service (POS) collection goals.
• Monitor compliance with departmental performance expectations and established hospital standards.
• Collaborate with the Revenue Cycle Director to establish departmental goals, monitor performance, and support revenue cycle improvement initiatives.
• Maintain effective communication and coordination with Information Technology, Patient Financial Services, clinical departments, and other hospital services.
• Report significant operational concerns, patient complaints, staffing issues, and changes in departmental activity to the Revenue Cycle Director.
• Assist with departmental audits, regulatory surveys, and other compliance-related activities as assigned.
3. Patient Registration and Scheduling Responsibilities
The Registration Supervisor is expected to maintain working knowledge of all registration functions and provide direct support to the department as needed. Responsibilities include, but are not limited to:
• Perform basic and complex patient scheduling functions.
• Answer incoming telephone calls and make outbound calls to gather information, assist patients, and appropriately route inquiries.
• Schedule appointments and coordinate patient scheduling needs.
• Check patients in and out for scheduled appointments.
• Manage electronic worklists and ensure timely completion of assigned tasks.
• Assist patients with online patient portal registration and activation.
• Create and maintain accurate patient registration records.
• Verify and update patient demographic information.
• Verify visit accounts and insurance information and coordinate necessary updates with Registration or Patient Financial Services.
• Create hospital account records.
• Complete Medicare Secondary Payer questionnaires as applicable.
• Obtain required signatures, and scanned insurance documentation.
• Collect copayments, prepayments, and outstanding patient balances in accordance with hospital policies.
• Update and verify primary care and referring provider information.
• Ensure patient information is handled appropriately and maintained in accordance with confidentiality requirements.
4. Customer Service and Patient Relations
• Promote a welcoming, professional, and patient-centered environment throughout the registration process.
• Ensure registration employees consistently demonstrate professionalism, courtesy, and effective communication.
• Monitor patient service concerns and assist with resolving complaints or registration-related issues.
• Serve as a liaison between patients, family members, registration staff, hospital departments, and administration.
• Communicate effectively with patients and family members, anticipating and responding to their needs.
• Demonstrate the ability to remain calm under pressure and appropriately manage difficult or sensitive situations.
• Independently recognize, interpret, and evaluate situations to determine appropriate urgency and response.
• Encourage staff to collaborate with patients and families to identify appropriate solutions and promote positive patient experiences.
• Communicate patient suggestions, concerns, and recurring service issues to the Revenue Cycle Director.
• Ensure patient confidentiality and compliance with HIPAA and applicable hospital policies.
5. Compliance and Quality Improvement
• Ensure registration operations comply with applicable federal and state regulations, accreditation standards, and hospital policies.
• Monitor employee adherence to registration procedures, patient identification requirements, insurance verification processes, and documentation standards.
• Promote accuracy and completeness of patient registration information to support appropriate billing and reimbursement.
• Identify registration errors, recurring concerns, and opportunities for improvement.
• Participate in departmental quality assurance and performance improvement initiatives.
• Assist with the development and monitoring of departmental performance indicators and quality improvement activities.
• Maintain appropriate documentation related to employee training, performance, departmental processes, and compliance activities.
• Ensure employees receive necessary education and updates when policies, procedures, or regulatory requirements change.
6. General Departmental Responsibilities
• Maintain a clean, organized, and professional registration work environment.
• Ensure appropriate inventory of departmental supplies and equipment.
• Oversee general office organization and ensure registration areas remain functional and presentable.
• Coordinate faxing, document distribution, and other administrative responsibilities as necessary.
• Assist with maintaining smooth departmental operations and continuity of patient services.
• Perform other duties as assigned by the Revenue Cycle Director or hospital administration.
Academic, Certifications, & Trade Qualifications
• High School Diploma preferred or equivalent
• Associate or bachelor’s degree in business administration, Healthcare, or other related field preferred.
Work Experience, Skills, and Strengths
• Twelve months of experience in patient scheduling or equivalent experience working in a medical office or hospital.
• Previous supervisory or leadership experience preferred.
• Ability to effectively lead, motivate, train, and hold employees accountable.
• Excellent customer service skills
• Excellent verbal, listening and written communication skills.
• Ability to use computers including a variety of word processing and spreadsheet software programs (i.e. MS Word, MS Excel).
• Ability to use computers for entering appointment information and patient billing
• Knowledge of Medical terminology
• Demonstrated Supervisorship skills.
• Demonstrated strong interpersonal communication skills in a complex organization
• Ability to answer phones, greet clients and customers in person, and schedule appointments.
• Ability to handle multiple priorities simultaneously.
• Excellent organizational skills.
• Ability to think independently and demonstrate good problem-solving skills.
• Ability to work in a team environment and to collaborate with a variety of individuals in a positive manner.
Physical Requirements
• Must be able to bend, stoop, lift at least 40 pounds, and move intermittently throughout the workday.
• Must possess sight/hearing senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met
• May be required to lift equipment, supplies, etc.
Working Conditions
• General office environment
• May be exposed to infectious diseases, frequent exposure to communicable diseases via blood and other body fluids, waste, conditions etc. as well as periodic contact with conditions such as fumes, noise, chemicals, and hazards.
The Ideal Candidate
• The ideal candidate is an experienced healthcare professional with a strong understanding of patient registration, scheduling, insurance verification, and revenue cycle operations. This individual demonstrates effective leadership, communication, and problem-solving skills, with the ability to motivate, develop, and hold employees accountable. They are organized, adaptable, and proactive in identifying opportunities to improve departmental efficiency and workflow. The successful candidate balances supervisory responsibilities with hands-on operational support while maintaining a strong commitment to accuracy, teamwork, and exceptional patient care. Previous healthcare leadership or supervisory experience is preferred.
Additional Information
Position Type : Full Time
Shift : Day
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