LEAD REGISTRATION REPRESENTATIVE

About Christ Community Health Services

Since 1995, Christ Community Health Services (CCHS) has provided high-quality healthcare to underserved communities through distinctively Christian service. As a faith-based Federally Qualified Health Center (FQHC), we serve approximately 60,000 patients each year across our Memphis health centers, offering primary care, dental, behavioral health, pharmacy, and specialty services.

About the Role

Christ Community Health Services is seeking an experienced, service-oriented Lead Registration Representative to support front-office operations and help ensure an efficient, welcoming patient experience. This position leads assigned registration staff, serves as a liaison among patients, providers, staff, and administration, and provides backup support to the Office Manager when needed.

The Lead Registration Representative oversees key patient-access functions, including registration, scheduling, insurance verification, financial screening, required authorizations, medical-record support, and front-end workflow. The role also performs the full duties of a Registration Representative as operational needs require.

Why Join CCHS?

• Help patients overcome administrative and financial barriers to healthcare access.

• Guide and support front-office staff while remaining actively involved in daily patient service.

• Work closely with clinic leadership, providers, registration staff, and insurance partners.

• Contribute to improvements in patient flow, registration accuracy, reimbursement processes, and service quality.

• Serve within a culture grounded in compassion, service, excellence, and Christian faith.

Our Core Values - and What They Look Like in This Role

CCHS team members are expected to demonstrate our core values every day. For a Lead Registration Representative, they mean:

• Intentional Love - Treating every patient, family member, and colleague with compassion, patience, dignity, and respect.

• Devoted Service - Providing reliable leadership, responsive problem-solving, and attentive service throughout front-office operations.

• Humble Excellence - Maintaining accurate records, strengthening workflows, and supporting staff development while remaining teachable and Christ-centered.

What You'll Do

• Coordinate patient registration and preregistration, scheduling, insurance verification, medical-record support, and financial counseling functions to promote patient and provider satisfaction.

• Provide day-to-day leadership for registration staff, including work allocation, training, reinforcement of procedures and controls, problem resolution, and performance support.

• Serve as backup to the Office Manager and communicate significant operational issues upon the manager's return.

• Oversee registration-area activities, support effective patient flow, maintain quality-assurance statistics, report results to clinic leadership, and recommend improvements to front-end processes.

• Help registration staff understand role-related changes; develop procedures, train staff on new systems, and assist with new-employee orientation.

• Serve as a primary contact for clinic leadership on technical and operational registration matters.

• Perform all Registration Representative functions and register all patient types when coverage or workflow needs require.

• Provide high-quality service to patients, families, referring providers, insurance carriers, healthcare providers, and staff.

• Greet patients and visitors in a positive, welcoming manner; answer telephone calls and provide appropriate assistance.

• Check patients into the electronic health record, document their arrival or request for evaluation, and generate the appropriate visit record.

• Ensure compliance with HIPAA and HITECH privacy and security requirements.

• Submit electronic requests for facility maintenance, property, and healthcare technology support as needed.

Patient Enrollment and Financial Access

• Gather, verify, and enter patient information accurately in electronic systems and medical records.

• Confirm each patient's identity using at least two approved patient identifiers.

• Verify demographic, emergency-contact, insurance, and other healthcare coverage information and maintain current, accurate records.

• Confirm eligibility for healthcare coverage, clarify managed-care arrangements, and obtain copies of insurance or other coverage documentation.

• Obtain required signatures for treatment, release of medical information, assignment of insurance benefits, payment obligations, and other necessary documents.

• Prescreen uninsured patients for potential program eligibility and identify available resources, including Medicaid, Medicare, the Sliding Fee Discount Program, the Prenatal Care Discount Program, A Step Ahead, the Tennessee Breast and Cervical Screening Program, and the Ryan White Program.

• Investigate claim discrepancies or denials, determine the cause, and take appropriate corrective action so claims can be processed for payment.

Safety and Operational Support

Maintain a safe clinic environment by following established hand-hygiene standards, universal precautions, and infection-control protocols.

• Report safety issues or concerns promptly to the Safety Officer, Security, or clinic leadership.

• Organize, inventory, order, and maintain clerical supplies, forms, and other documents needed for clinic operations.

• Perform other duties as assigned.

What You'll Bring

• High school diploma or equivalent.

• At least three years of experience as a medical office assistant or in a comparable patient-registration role.

• Working knowledge of computers, electronic records, and front-office systems.

• Proven communication, customer-service, and problem-solving skills.

• Ability to guide staff, coordinate workflow, train employees, and provide backup supervision.

• Knowledge of patient registration, appointment scheduling, insurance verification, financial screening, and healthcare coverage processes.

• Ability to maintain accuracy and attention during recurring tasks involving multiple variables.

Supervisory Responsibilities

The Lead Registration Representative provides general oversight of assigned teams and backup supervision in the absence of the Office or Clinic Manager. The role supports approximately three Front Desk or Registration Clerks through work allocation, training, procedural guidance, and problem resolution.

What Success Looks Like

• Patients and visitors receive prompt, respectful, and welcoming service.

• Registration, scheduling, insurance, financial, authorization, and patient-identity information is complete and accurate.

• Front-office staff understand expectations, follow established procedures, and receive timely operational support.

• Patient flow and front-end processes support efficient care delivery and patient satisfaction.

• Quality data, claim issues, safety concerns, and operational problems are addressed and communicated appropriately.

• Patient information remains confidential and HIPAA and HITECH requirements are followed consistently.

• The Christian mission and values of CCHS are reflected in daily leadership and patient service.

Work Environment

This position operates in a clinic and office environment and involves regular interaction with patients, family members, providers, staff, and insurance representatives. The role includes some exposure to patients who may have infectious illnesses.

The position requires sitting for approximately 60% of the workday, standing for approximately 20%, and walking for approximately 20%. Lifting, pushing, or pulling occurs approximately 20% of the time and may involve files or charts weighing up to 10 pounds.

The role requires frequent computer use and regular use of photocopy, fax, and credit-card equipment. High hand-eye coordination is required for computer work, with normal coordination required for other office equipment. Regular work-related travel is not expected.

What We Offer

• Competitive pay and comprehensive benefits, including medical, dental, and vision coverage.

• Generous Paid Time Off, including 120 hours during the first year, plus paid holidays.

• 401(k) retirement plan.

• Annual paid Restorative Day supporting wellness and work-life balance.

• Mission-driven culture and employee recognition programs.

• Professional development and opportunities to grow within healthcare operations.

• The opportunity to help expand access to high-quality healthcare throughout Memphis.

Make a Difference Through Patient Service

If you are an experienced patient-access professional who can combine compassionate service with dependable front-office leadership, we invite you to consider joining Christ Community Health Services.

Come serve with purpose. Come lead with compassion. Come make a difference in our community.