Job Description

Patient Registration & Scheduling Manager Job Description

Summary

The Patient Registration & Scheduling Manager plays a pivotal role in supervising the patient care and appointment scheduling activities of a healthcare facility. They are responsible for managing the call center staff to ensure that every patient who contacts MNWC receives excellent care.

Essential Functions and Qualifications

• Associate degree (A.A.), three to five years related experience, or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Ability to understand and follow written and verbal instructions.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Work is performed in a medical office setting using standard medical equipment. The risk of exposure to blood and bodily fluids is present.

Patient Registration & Scheduling Manager Responsibilities

• All duties of Patient Registration/Scheduling specialist, including answering, directing, and taking messages from patients and other callers.
• Schedules patient appointments appropriately.
• Clears messages and delivers messages to the appropriate department.
• Inputs patient information and demographics into EHR.
• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Assist in the formulation of targets for individuals and teams.
• Keeps employees engaged with incentives and goal setting.
• Training and onboarding new call center team members
• Answer questions from staff and provide guidance and feedback.
• Work in conjunction with Leadership on employee reviews
• Regularly listens to recorded calls to partner with the team for training & quality purposes.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Measure performance with key metrics such as call abandonment, calls waiting, bounced calls, hold times, etc.
• Ensure adherence to policies for attendance, established procedures, etc.
• Keep management informed on issues and problems.
• Prepare monthly/annual results and daily/weekly performance reports.

Teamwork and Development

• Demonstrates the ability to be proactive, supportive, and collaborative.
• Share knowledge, promote positivity, and take personal responsibility for your professional development.
• Demonstrates the ability to seek and value open, honest communication and constructive feedback in a timely manner.
• Provide outstanding communication, documentation, education, and care to all patients.
• Demonstrate a natural ability to actively listen, lead with curiosity, and assume the best intentions of others.
• Demonstrate the ability to prioritize and respond quickly to changing & fast-paced environments.

Leadership Proficiencies

• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership: Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Professionalism: Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.