Supervisor, Business Office

Responsible for achieving financial performance targets and direct supervision of registration staff. Develop and sustain high performance work teams and practices that consistently achieve service standards, customer satisfaction, and clinician satisfaction. Facilitates patient registration and associated benefit/insurance procedures that ensure a smooth, service-oriented experience for patients, and ensures all monies due are collected at the POS. Accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures compliance with all Kaiser Permanent and front-end revenue cycle departmental policies and procedures, as well as Sarbanes Oxley and other applicable regulatory requirements and accreditation standards. Responds appropriately to observed fraud or abuse. Strong ability to trouble-shoot.

• Develop and retain a competent, diversified, and professionally satisfied staff.


• Recruit, interview, hire, orient, train, evaluate, counsel, motivate, discipline and terminate in accordance with state and federal law, EEO guidelines, organizational policies, and established quality assurance indicators. 


• Supervises and coordinates staff engaged in providing a variety of front-end revenue cycle services to patients. 


• Orients and trains staff regarding policies and processes, including scripting for a wide variety of patient registration activities including insurance identification and verification, regulatory forms, and all monies due at the POS. 


• Oversight of identification of other liable payers ensuring correct process adherence in front end billing.


• Performance management through metric monitoring, feedback and coaching to staff and follow up. 


• Ensures front end revenue cycle activities including cash collections and identification and verification of payers. 


• Ensures claim is appropriately and accurately set up to support high quality, error free billing.


• Integrate and coordinate the management of registration teams along with best business practices.


• Maintain productive and collaborative working relationships with other coordinators, supervisors, managers, departments, clinicians, union stewards, and others. 


• Acts as a regional liaison in revenue cycle activities, implementing business processes and medical office/hospital awareness/education.


• Develop and lead implementation of regional policies and processes relative to patient registration activities. 


• Participation in Regional Committees and Projects at the department level and part of cross functional teams within the revenue cycle. 


• May act as a business lead in small to moderate regional revenue cycle projects.


• Ensure that customers receive appropriate, responsive business services from staff through developing and implementing essential policies and procedures.


• Conducts audits of staff performance related to registration procedures.


• Reports regular and ad hoc metrics for work group. 


• Audit operations to ensure compliance including direct observation of staff and analysis of revenue cycle reports and metrics.


• Manages medical office/hospital patient registration, including front-end collection of co-pay, co-insurance and other fee-for-service payments, according to regional standards and processes for cash handling and balancing.


• Responsible for facility adherence to front end revenue cycle policies. 


• Maintains region wide accountability for fee-for-service and patient registration process improvement.


• Implements processes to improve medical office identification of other party liability (OPL), including government, commercial, workers compensation and third-party liability. 


• Facilitates and provides financial counseling, working closely with financial counselor and patients regarding payment plans, complicated benefit and/or billing questions, and clarification of processes for workers compensation and accident patients. 


• Maintain local expertise and knowledge and ensures that all training activities incorporate all applicable Kaiser Permanente policies; local, state, federal laws and regulations; and accreditation standards. 


• Assists staff in identification and verification and filing order of payers. 


• Trouble-shoots in complex insurance issues.


• Determine effective staffing requirements and prepare work schedules within established service standards and approved budget allocation.


• Research, recommend, and justify resource needs.


• Accountable for expenses within allocated budget.


• Design programs and strategies to achieve financial target and goals as well as customer satisfaction with services provided by Registration staff in accordance with established divisional, departmental, and professional standards.


• Establish, monitor, and implement behavior guidelines and standards for the treatment of customers and co-workers, role modeling appropriate behavior.


• Develop and implement measures to ensure customer satisfaction with services.


• Investigate and personally respond to customer inquiries and complaints. 


• Monitor, identify and resolve problems.


• Create a strong customer orientation and service culture. 


• Assure successful implementation of regional initiatives and departmental programs within areas of responsibility.