OrthoVirginia is Virginia's largest provider of orthopedic medicine and one of the leading providers of physical, hand and occupational therapy. As one of the largest orthopedic specialty practices in the country, OrthoVirginia's nationally recognized physicians provide advanced surgical and non-surgical care to patients of all ages. OrthoVirginia exists to champion healthy, vibrant, active communities, one person at a time. We value compassion, excellence, and unity as we achieve our vision of setting the standard of excellence for patient-centered, high-quality care. At OrthoVirginia, Stronger starts here and it starts with you. Join our journey! We are currently seeking an experienced Registration Manager.JOB SUMMARYResponsible for ensuring frontline management of the registration department for the specified region delivering defined tasks for assigned function or functions. Utilizes available tools to monitor performance both in the moment and retrospectively. Role will cover multiple sites.
- Direct Manager Responsibilities:
- Drives the full employment life cycle experience for all direct reports. Performs selection and placement tasks for open positions, fulfills onboarding actions, assesses and strengthens individual engagement and productivity. ensures performance goals are defined and understood, coaches for ongoing development, conducts regular one-on-one meetings, including formal touchpoints and formal reviews, makes compensation recommendations and follows defined processes to implement, addresses performance and/or behavior gaps promptly, escalates to performance improvement plans and/or dismissal when appropriate following OrthoVirginia policies and practices, conducts offboarding tasks.
- Patient Satisfaction and Experience:
- Responsible for ensuring team delivers the day-to-day tasks required for a positive patient experience. May need to handle an immediate escalation matter requiring in the moment resolution if ongoing site leader or the day's assigned site leader. Responsible for further research or leadership to a change in staffing structure, technology, or process with support from an operations Manager or Operations Director.
- Provider Relationship and Service Delivery:
- Responsible for ensuring team delivers the day-to-day tasks required for a effective and productive provider experience. May need to handle an immediate escalation matter requiring in the moment resolution if ongoing site leader or for the day's assigned site.
- Financial Performance:
- Responsible for ensuring team members follow defined practices regarding spending and use of supplies. Will provide input into budget planning for the site/function assigned. Will be asked to assess staffing levels and participate in planning. Oversee in EOD (end of day) deposit reconciliation process.
- Employee Engagement:
- Responsible for ensuring team environment is positive and productive. Addresses team conflict immediately, identifies and to the extent possible, addresses team resource gaps either in staffing, tools, or process. Reinforces OrthoVirginia enterprise-wide communication enabling and empowering team members to fully leverage resources available (learning, benefits, etc.)
- Compliance - OrthoVirginia Defined and Regulatory:
- Responsible for ensuring direct reports perform work in compliance with organizational policies, accreditation standards, governmental regulations, and professional standards of care/operation as defined by organization and communicated through Operations Manager.
Knowledge, Skills and Abilities:
- Functional / Technical Skills: Manage the registration department. Monitor productivity, assign tasks as appropriate, and act as a resource for team members and/or providers in clinic. Manages and tracks balancing of daily deposits for registration departments across the assigned region. Oversees completion of registration work queue tasks. Work to maintain team member compliance of all registration proceduresKnowledge of standards applicable to registration (Billing, Insurance, HIPAA, etc.).
- Communication: Demonstrates strong communication skills. Able to translate organizational tactics into clear direction and expectations for frontline team members. Able to communicate messages with clarity and engage in active listening, confirming understanding. Facilitates communication among team members driving engagement and addressing conflict. Able to communicate to own manager in ways that provide the necessary information and support decision making.
- Customer Service: Highly developed customer service skills, understanding both how to deal with customer requests and escalations, but also understanding how to use productivity monitoring tools to provide coaching, feedback, and performance improvement to front line team members.
- Collaboration: Strongly people oriented with ability to ensure work required completed through influencing, teamwork, and collaboration with own team members, manager, peers, and stakeholders. Role will hold an important leadership responsibility with matrixed relationship to OrthoVirginia State Operations strategies and will direct regional implementations for all current and future standardization efforts including collaboration with Call Center and Prior Authorization teams.
- Supervisory skills: Able to provide clear and unambiguous instruction and guidance to team members, notes performance successes and performance gaps promptly, applies compassion without sacrificing excellence.
- Pace of work: Able to work in a high paced, high volume work environment while demonstrating patience, steadiness, and responsiveness to other's urgency.
- Process oriented: Embraces defined processes, ensuring self and team are aligned, addresses any training needs or performance gaps to ensure compliance, participates in recommending process improvements. Maybe asked to participate in efforts to standardize processes for the state by regional leadership and expected to implement with statewide standardization.
BASIC JOB REQUIREMENTS
- High School Diploma required. Associate's/Bachelor's degree in business or related field is preferred.
- 3 - 5 years in Registration, Call Center, Billing Office, Customer Service or related field required. Experience in healthcare setting preferred. 3+ years of management experience preferred.
Pre-Employment background check, drug screen and TB test required for all new hires. OrthoVirginia, Inc. is an Equal Opportunity Employer.