General Summary Oversees the daily operations of the Emergency Department of the Patient Access Department. Supervises work activities of assigned staff. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner. Provides support to Manager/Supervisor. Shift Full Time, 11A-7P, every third weekend, holiday rotation Duties and Responsibilities Essential Functions: • Serves as the registration super-user and shift lead in the Emergency Department, supporting Patient Access staff and multi-disciplinary colleagues in matters of registration protocols and process flows • Oversees daily operations of Emergency, Trauma Center and Labor and Delivery Department • Performs duties as a working staff member and serves as a registration system super-user. (registering patients, collection of co-pays, real-time feedback, insurance verification etc.) • Coordinating staffing and work assignments during the shift, real-time monitoring of registration performance • In the absence of the team supervisor, serves as the primary leader for the team, and assists in re-assigning staff in response to census needs and changing priorities • Works independently to troubleshoot technical issues and resolve personal conflicts. • Provides feedback to supervisor for performance evaluations. • Actively participates in the interview process for open positions for departments. • Assists in the coaching and development of staff and implementing corrective action plans if necessary. • Oversees training in general of new hires and implements new initiatives with current staff. • Promotes the active engagement of all employees and supports recognition of staff accomplishments. • Assists supervisor with projects as needed. Common Expectations: • Establishes and maintains communication with ancillary departments/entities to facilitate problem solving and continuous process improvement. • Ability to work with clinical and non-clinical staff • Assists in developing, establishing and maintaining policies, procedures and standards. • Identifies patient needs and assists in the development and implementation of customer service initiatives. Evaluates outcomes to facilitate continuous process improvement. • Enhances professional growth and development through participation in educational programs, current literature, and workshops. • Requires flexibility in schedule as needed. On Call rotations may be required when applicable. • Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation Qualifications Minimum Education: • High School Diploma or GED Required Work Experience: • 1 year Relevant experience Required • Demonstrated leadership potential Preferred Licenses: • Certified Healthcare Access Associate within 1 year Required Courses and Training: • Become fully trained on trauma/TAT policies and procedures within 6 months of employment where deemed necessary. within 180 days Required and • Appropriate certification, as required Upon Hire Required Knowledge, Skills, and Abilities: • Excellent customer service, communication and interpersonal skills • Serves as an on-call contact for coverage on an as needed basis Benefits Offered: • Comprehensive health benefits • Flexible spending and health savings accounts • Retirement savings plan • Paid time off (PTO) • Short-term disability • Education assistance • Financial education and support, including DailyPay • Wellness and Wellbeing programs • Caregiver support via Wellthy • Childcare referral service via Wellthy