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Manager, Registration Services

Expired Job

Umass Memorial Health Care Worcester , MA 01601

Posted 5 months ago

Requisition #: 184224

Title: Manager, Registration Services

Department: Patient Access Services

Posting Date: August 15, 2018

Status: Exempt

Shift: Days

Hours: 40


UMass Memorial Health Care is the largest health care system in Central Massachusetts. We are the clinical partner of UMass Medical School, with access to the latest technology, research and clinical trials. Our health care system includes four hospitals:

  • UMass Memorial Medical Center (Worcester)
  • Clinton Hospital (Clinton)
  • HealthAlliance Hospital (Leominster and Fitchburg)
  • Marlborough Hospital (Marlborough)

In addition to our fully equipped medical centers, our system also includes home health and hospice programs, behavioral health programs and community-based physician practices.

Position Summary:

Under the general direction of the Director of Registration Services, manages the daily operation of assigned areas within Patient Access Services. Oversees the verification, referral, pre-arrival and arrival registration functions, including but not limited to data collection to initiate pre-arrival processes, pre-registration, insurance verification, precertification, scheduling patients, physician master templates, registration for unscheduled patients and collection of patient liabilities, as well as all admission, discharge and transfer processes of inpatients and outpatients.

Position Qualifications:



  • Bachelor's Degree in Business, Healthcare or related field.

  • Demonstrated leadership ability, initiative, teamwork and assertiveness required.



  • Minimum of 3 years' managerial experience in Registration, Scheduling, and/or Insurance Verification processes required;

  • Flexibility of schedule required.

  • Understanding of third party payor and managed care requirements, procedures and regulations.

  • Understanding of primary, secondary and tertiary insurance requirements, procedures and regulations.

  • Holiday and/or weekend shift work, as well as after-hours coverage as required.


  • 7-10 years of Healthcare management experience preferred.

  • Excellent communication and analytical skills.

  • Strong organization skills.

  • Excellent interpersonal skills.

  • Demonstrated expertise in area of responsibility as well as the ability to solve complex problems.

  • Face-to-face and telephone customer service skills and experience.

  • Ability to effectively communicate with a variety of internal and external customers.

  • Ability to receive and express detailed information through oral and written communications.

  • Ability to work in high volume, team-oriented environment.

  • Ability to take directions and work independently.

  • Ability to use specialized applications software and computers systems for patient registration and scheduling.

Major Responsibilities:

  • Designs, monitors and implements scheduling, registration, referral and verification guidelines, as well as collection of patient liabilities to ensure an accurate and efficient process for Patient Access Services functions.

  • Ensures scheduling verification, referral and pre-arrival registration processes are integrated and accurate information flows on a timely basis.

  • Manages work queues and reports to ensure appropriate productivity and quality standards are achieved.

  • Manages all applicable escalation work queues.

  • Oversees and monitors work queues and reports for Patient Access Services.

  • Works closely with ambulatory services senior management, physicians, clinical leaders and other departments to ensure harmonious relationship and atmosphere of teamwork.

  • Monitors the activities of registration, admission, discharge and transfer of inpatient and outpatients throughout the hospital inpatient, outpatient and Emergency departments.

  • Ensures the financial clearance process is completed in a timely and accurate manner prior to patient arrival whenever possible.

  • Monitors work queues and reports to ensure follow-up when financial clearance is not obtained prior to patient arrival.

  • Oversees collection of patient liabilities as appropriate.

  • Oversees collection and release of patient valuables in the hospital safe.

  • versees the completion of death certificates and processes surrounding expired patients.

  • Finalizes, signs off and submits payroll on a weekly basis as applicable.

  • Ensures compliance to all health and safety regulations and requirements.

  • Ensures strict standards of patient confidentiality are met.

  • Organizes and maintains clear channels of communication with staff.

  • Exhibits appropriate communication with all levels of personnel.

  • Position is a working managerial position. May act as Patient Access Representative, Financial Clearance Representative, and/or Registration Representative when necessary.

Standard Organizational Language

  • Directs and supervises assigned personnel including performance evaluations, scheduling, orientation and training.

  • Makes recommendations for employee hires, transfers, promotions, salary changes, discipline, terminations and similar actions.

  • Assists Director in resolution of grievances and other personnel problems with position responsibilities.

  • Assists director to recommend and manage budgets. Coordinates the assignment of tasks and activities for the efficient utilization of resources and to ensure financial goals are met.

  • Coordinates the assignment of tasks and helps to resolve technical and operational problems and evaluates the impact of solutions to ensure goals are achieved.

  • Provides effective direction, guidance and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with system-wide initiatives.

  • Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.

  • Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.

  • Develops and maintains procedures necessary to meet regulatory requirements. Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc.

  • Ensures compliance with EMTALA regulations (Emergency Medical Treatment and Labor Act)

  • Ensures that department complies with UMHC established policies, quality assurance programs, safety, and infection control policies and procedures.

  • Ensures adequate equipment and supplies for department.

  • Assists director in development and maintenance of departmental policies, procedures and objectives.

  • Performs similar or related duties as required or directed.

All Responsibilities are essential job functions unless otherwise noted.

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Manager, Registration Services

Expired Job

Umass Memorial Health Care