How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

Supervise a talented and diverse team comprised of Patient Registration Specialists who are responsible for maintaining registration activities in Adult and Children's Emergency Services within the Registration Department at Michigan Medicine.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities*

• Communicate and demonstrate vision of patient financial advocacy to staff.
• Ensure alignment with Michigan Medicine's mission, vision, values, and goals.
• Prioritize responsibilities to ensure the highest standards of customer service and data integrity, while maximizing reimbursement to the organization.
• Communicate and cooperate continuously with manager.
• Demonstrate excellent communication with team members and other departments to ensure seamless work processes.
• Recruit and hire employees who are successful in their beginning roles, but who also demonstrate potential for advancement.
• Deploy standard onboarding and offboarding processes.
• Manage interpersonal relationships to ensure a supportive environment where the talents of the team can be realized and recognized.
• Implement Lean in Daily Work methodology (value metrics, huddles, ELI; A3), ensuring value metrics are consistently met.
• Coordinate and participate in division quality improvement initiatives.
• Measure staff performance as it impacts the patient financial experience using department goals, initiatives, key performance indicators, management reports, and scorecards.
• Manage work of the ED Registration team to ensure accurate and timely patient registrations.
• Monitor work queue volumes to ensure targets are met. Develop and execute a recovery plan when needed.
• Maintain staff scorecards and deliver consistent and objective one-on-one performance management feedback.
• Coordinate and participate in quality initiatives. Perform quality evaluations and coaching based on outcome.
• Evaluate team members via data-driven performance standards and direct observation.
• Collaborate closely with co-supervisors to meet or exceed key performance indicators.
• Provide monthly unit performance reports to manager.
• Address customer concerns and follow through with staff as necessary.
• Maintain adequate staffing by reviewing time off requests, maintaining online staffing calendar, cross-covering co-supervisor's areas when necessary.
• Respond to inquiries received via phone, email, patient portal, and fax accurately, timely, with compassion, sincerity, warmth, caring, and professional language.
• Represent Michigan Medicine positively. Demonstrate professionalism, respect, and courtesy in all interactions.
• Chair regular staff meetings, prepare meeting agendas, solicit agenda items from team members, team leads, manager, and director.
• Develop staff by providing tools, technologies, training, information, and growth opportunities to maximize their capabilities and the performance of the team.
• Coordinate timekeeping activities by required deadlines.
• Partner with Learning & Performance Improvement (LPI) Department to ensure all training materials are kept up to date and request new training initiatives when needed.
• Ensure unit compliance with all mandated training, informational sessions, workshops and classes.
• Adhere to department policies and procedures, third-party payer requirements, and state and federal regulations.
• Participate in the development, evaluation, and modification of departmental policies and procedures.
• Recognize process and system problems and take the appropriate steps to investigate and resolve them. Escalate issues to the appropriate person when necessary.
• Maintain timely and consistent compliance with Michigan Medicine and departmental disciplinary guidelines.
• Meet all Michigan Medicine annual competencies and maintain the highest level of customer service, confidentiality, data integrity, and compliance.
• Other duties as assigned.

Required Qualifications*

High school diploma; 1-2 years minimum experience in registration in a healthcare setting; customer-focused decision making skills and prioritization of responsibilities; responsiveness and flexibility to manage the demands of a fast-changing industry; outstanding oral and written communication skills; ability to resolve conflict collaboratively as an opportunity for positive change; outstanding interpersonal skills; ability to maintain absolute confidentiality of patients' and employees' personal information; a history of innovation, creativity and accomplishment in previous positions; outstanding record of attendance, punctuality, and overall work performance; ability and desire to develop the skills and performance of team members.

Desired Qualifications*

Bachelor's degree or equivalent education and experience; supervisory experience, including 1-2 years in call center supervision; training and coaching experience; reporting and spreadsheet skills; healthcare revenue cycle experience; extensive knowledge of third-party payers, their contractual status with Michigan Medicine, and how they are registered in MiChart (electronic medical record); knowledge of Michigan Medicine's policies, procedures, rules, and regulations.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.