Team Lead

POSITION SUMMARY:

Under general supervision from the Operations Manager, is responsible for the optimal functioning of the Department of Infectious Disease by ensuring patients receive quick access, excellent customer service, quality patient care and are referred to the appropriate sources. Responsible for facilitating patient flow through the clinic, coaching assigned staff, and providing support to the Manager and the Department in matters pertaining to day to day Operations, Registration, staffing, scheduling, and various productivity reports.

Position: Team Lead

Department: Center for Infectious Diseases

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Provides leadership in complying with governmental, accreditation, other regulations/requirements, and with clinic policies.

Maintains efficient patient flow from check-in to discharge in clinic. Oversees clinic support staff to ensure the following:

• Assists in overall monitoring patient flow, and monitors patients wait time.
• Ensures that all preregistration work for patients is completed in a timely manner.
• Ensures clinical data, ancillary studies and referrals are in order for patient appointments.
• Establishes and maintains efficient communications between front desk and clinical personnel.
• Provides support to the ambulatory Service Representatives and Patient Navigator as needed.

Functions as a coach to administrative support staff on technical, operational and policies/procedural issues. Communicates information, promotes excellence, quality care and cooperation among team members.

Manages work flow and monitors quality of work of the support staff group to ensure an efficient operational flow, timely completion of assignments and adherence to department's standards and regulations.

Distributes work load in a fair and equitable manner in order to meet departmental goals and ensure proper patient flow.

Assists manager in determining appropriate work schedules to meet targeted goals; identifies problem areas and initiates changes in assignments, procedures, etc.

Works cooperatively with team and takes appropriate steps to effectively resolve issues, seeking assistance from supervisor/manager when needed.

Ensures that patients are directed to appropriate sites in a timely manner.

Ensures that facility meets regulatory standards, as outlined by the hospital and Department of Public Health.

Responds to patient inquiries, consulting with providers as needed.

Authorizes "add-ons" on provider schedules, when deemed appropriate.

Coordinates Interpreter Services to minimize the interpreters' time spent in clinic.

Assists in the onboarding of new hires and temporary staff when necessary

Performs the duties of the administrative support staff within the department, as needed.

• Works on a daily basis denials via REQ's, TES edits, registration, billing and follow-up data, credit reconciliations, and audits of outside billing vendor. Monitor and resolve problem inquiries
• Schedules appointments and obtains and updates registration information, including demographic, insurance and referral source, as needed.
• Assists in notifying patients of cancelled appointments.
• Assists referral source, subspecialist and patient with referral authorization.
• Prepares and reviews automated registration and appointment scheduling reports on billing edits, registration quality, patient no shows, etc. Provides feedback to manager regarding corrective action required.

Remains knowledgeable of and follows appropriate policies, procedures, and work rules, including but not limited to, policy regarding hours of work, absenteeism and tardiness. Provides feedback to manager regarding follow-up action or non-compliant issues.

Maintains a complete understanding of emergency procedures.

Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.

Utilizes hospital's behavioral standards as the basis for decision making and to support the hospital's mission and goals.

Follows established hospital infection control and safety procedures.

Performs other duties as needed.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• An Associate's degree in Business or related field (or equivalent combination of formal education and experience).

EXPERIENCE:

• Requires at least three years of relevant work experience with one of the required years of experience in healthcare, customer service, managed care or medical insurance.

KNOWLEDGE AND SKILLS:

• Ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.
• Excellent organizational skills to set priorities and efficiently complete assigned work.
• Ability to effectively speak, read, and write English.
• Requires excellent communication, interpersonal and problem solving skills.
• Excellent customer service skills and ability to communicate in a courteous, pleasant and professional manner with patients, general public, staff members, outside agencies, and all other internal and external contacts.
• Ability to work independently and to make decisions based on department polices and established procedures
• Demonstrated technical competency using standard hospital computer systems including Microsoft Office (Word, Excel, Outlook), web browsers, and hospital registration systems.
• Must be able to maintain strict protocols of all confidential or sensitive information