Join Cleveland Clinic Akron General where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Through providing the communities in and around Summit County with top-quality patient care, Akron General earned the No. 1 hospital ranking in Akron and the No. 7 hospital ranking in Ohio, according to the U.S. News & World Report. Here, you will work with and learn from some of our best caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

The Supervisor of AGP Registration is responsible for supervising the registration, verification and insurance authorization processes in a decentralized registration department, which includes locations in the Wellness Center’s diagnostic and ED departments, Tallmadge Health, as well as other departments located off the main campus of Cleveland Clinic Akron General. The supervisor directs the activities of the Patient Access Representatives – ED, and Patient Access Representatives – Diagnostics.

The ideal caregiver is someone who:

• Has leadership experience and skills.
• Effectively leads a team to ensure that patients are taken care of and OKR goals are met.
• Demonstrates a strong work ethic.
• Thrives in a team environment.
• Is helpful and flexible.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Responsibilities:

• Supervises the work activities of all Off-Site Registration Staff. Interviews, hires and trains staff, evaluates performance and provides feedback; makes personnel action recommendations (e.g. promotions, transfers, disciplinary, discharge.). Rotates on-call for weekends, holidays, and off shifts.
• Trains staff based on established policies and procedure including, but not limited to Joint Commission requirements, patient rights, (especially related to Advance Directive and HIPAA), systems functionality, ED/EMTALA rules, and Medicare and other third party payer requirements. Cross trains all staff at each location.
• Supervises activities related to insurance verification, benefit verification, estimations and Point of Service collection process as it is related to ED and OP collections. This includes application of payments and cash control procedures.
• Monitors, works and trains staff on electronic eligibility tools. Track productivity and monitor pre-registrations working to keep staff out for all scheduled patients at department standards
• Collaborates with clinical and ancillary departmental staff to insure registration staff assist the departments in providing exceptional service to our patients.
• Audits error rates and develops plan of action if the error rate is not within acceptable standards as defined in the established policy. Coordinates training and retraining to address the needs of the registration staff.
• Compiles and provides monthly activity reports, and productivity data.
• Keeps up-to-date on the policies and procedures of private and federal insurers, informs all registration staff on any updates for accurate processing of account data.
• Performs daily huddles and weekly rounding to all off-site areas. Listens to staff and view staff interaction with patients, visitors, and co-workers to ensure compliance with customer service standards are maintained. Coaches staff when necessary and take disciplinary action when necessary.
• Reviews patient information records for completeness and accuracy of financial and demographic information to insure there are not financial losses.
• Maintains compliance with HIPAA, Medicare, ODJFS and other third party payer regulations.
• Completes schedules for Diagnostic and ED staff for all Satellite locations using staff wisely to be cost effective and to provide lunch coverage for day and afternoon shifts in the ED as staffing allows.
• Other duties as assigned.
• Follows Hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge, and safety.
• Completes mandatory education and training in order to maintain organization and department-specific competencies and requirements.

Education:

• Associate or Bachelor degree in related field, or the equivalent work experience.

Certifications:

• Valid Ohio driver’s license.

Complexity of Work:

• Proficient in Microsoft Office software applications.
• Knowledge of or the ability to learn financial management and reporting quality improvement processes and human resources management.
• Strong verbal and written communication skills required. Strong organizational skills and excellent interpersonal skills required.
• Ability to rotate on-call for weekends and off shifts.
• Requires some local travel to work locations.

Work Experience:

• Minimum three (3) years supervisory/management experience. OR
• Three to five (3-5) years of Healthcare, registration, or health care revenue cycle experience in a large organization.
• Combination of supervisory experience with Healthcare, registration, or health care revenue cycle experience will be considered.
• Working Knowledge of medical terminology.

Physical Requirements:

• Requires standing and walking for extensive periods of time.
• Occasionally lifts and carries items weighing up to 25 pounds.
• Requires corrected vision and hearing to normal range.
• Requires dexterity sufficient to operate a computer in the course of work.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.