Manager, Patient Registration

Manager, Patient Registration

Exempt Position

Primary Job Function:

The Manager of Patient Registration works with the Customer Service and Account Management teams to meet the organization’s registration targets and to ensure patient activation goals are met. The Manager is actively involved in the day-to-day operations of outbound call campaign planning, reporting, task assigning, training and development of the team, staff scheduling and projections. and overall operational management of team members. Additionally, this person will be responsible for personnel management, including interviewing, hiring, on-boarding and performance management.


Essential Job Functions:

    • Assigns tasks and targets to Patient Registration Specialist team members (including outsourced/contracted and/or borrowed staff)
    • Provides timely guidance and updates to Patient Registration staff to ensure correct information is provided to patients
    • Monitors and evaluates the performance of the Patient Registration Specialists and provides them with appropriate feedback
    • Provide performance feedback and coaching on a regular basis to each team member
    • Manages call center processes related to Patient Registration Specialists
    • Ensures SLA Adherence: calls are handled in accordance with AMC Health Policies and Procedures
    • Resolves patient issues that are escalated during the referrals and registration process
    • Suggests innovative ways to improve work processes and technology
    • Escalates call requests and forwards complaints to Supervisor in accordance with AMC Health Policies and Procedures.
    • Manages Patient Registration Workload
    • Adapts to changing business needs, as necessary
    • Use of appropriate judgment in upward communication regarding department or employee concerns.
    • Demonstrates knowledge and understanding of the laws, regulations and policies that pertain to the organizational unit’s business and conforms to these laws, regulations, and policies in carrying out the accountabilities of the job
    • Other duties as assigned by management

Competencies Required for Position:

    • Call Center/Contact Center team leadership or management skills
    • People and Process management skills
    • Excellent oral, written communication, and presentation skills
    • Demonstrable critical thinking, problem solving and conflict resolution skills
    • Strong employee engagement, coaching, and teaching skills
    • Ability to multitask and meet deadlines efficiently while remaining relaxed under pressure
    • Proven leadership experience
    • Adaptability to change

Experience/Education/Computer Proficiency Requirements:

    • Requires a minimum of two (2) years’ experience in a call center environment in a management or Team Leadership role
    • Experience working with call campaigns preferred
    • Working knowledge of call center process and management standards
    • Requires excellent computer skills and the ability to use Microsoft Office applications
    • Ability to type a minimum of 30 WPM while talking with the member/patient
    • Other proprietary technological proficiencies will be acquired on the job
    • Healthcare experience preferred
    • Bachelor’s degree preferred
    • Requires a high school diploma

Physical Demands & Work Environment:

    • Ability to work effectively from a remote location
    • High-speed internet connection with ability to hardwire via ethernet cable to modem/router
    • Workspace – Candidate must have a private workspace, preferably with a door, where they can conduct business while ensuring that HIPAA requirements are met


It is the policy of AMC Health to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AMC Health will provide reasonable accommodations for qualified individuals with disabilities.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position

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