Lead Patient Services Coord.

GENERAL SUMMARY / OVERVIEW STATEMENT:

The position will report to the Clinical Operations Manager who has overall responsibility for managing all clinical support staff within the Department. Team Leads will provide leadership and direction in a team environment. Facilitates interactions amongst team members and works to maintain positive morale.

Operations:

• Monitor all aspects of patient experience and suggests improvements or implements after discussion with the Operations Manager when needed.

• Monitor physician clinic schedules daily to assess accuracy and efficiency in patient scheduling. Monitor's patients wait times, evaluating problems and suggesting action plans to address issues to the Operations Manager

• Monitor work queues and assists with work as needed

• Ensures patients are rescheduled efficiently, working with Operations Manager and providers when necessary to obtain appointments within a reasonable time frame.

• Delegates and distributes work, as necessary, to meet established deadlines/metrics.

• Recommends solutions and improvements. Participates in department wide improvements.

• Assist in the development and communication of department policies and procedures.

• Communicates and implements department policies and procedures to all team members and makes recommendations for revisions.

• Ensures administrative processes and procedures are coordinated, communicated and in compliance across practices.

• Acts as Cadence/ OPT time super user and the main point of contact for updates and training.

• Attends clinical operations meetings as requested.

• Performs duties of Patient Service Coordinators II & III; effort approximately 15% - 20% Team Leader and 80% - 85% PSC III.

• Assists in decision making process related to policy and procedural changes.

• Conducts Staff Meetings periodically; or takes minutes of meetings and distributes to staff.

Staff Coordination:

• Oversees daily activities of patient service coordinators, temporary support staff and other staff who provide services in the outpatient setting.

• Daily morning check-in/huddle with team.

• Collaborates with Operations Manager on decisions regarding vacations, lunch and break times, altering schedules as needed. Ensures or provides cross-coverage during staffing shortages and vacations. With approval from the Operations Manager, requests temporary help when necessary.

• Promotes teamwork in daily activities, exercises diplomacy and consistently uses effective communication skills.

• In collaboration with the Operations Manager, assists in hiring and evaluating performance.

• Coordinates and conducts the orientation of new employees.

• Provides coaching and mentoring to team members on an ongoing basis to improve operational effectiveness and quality

• Ensures staff are trained on systems and processes and compliant with Joint Commission and other regulatory requirements/standards as it relates to their jobs. Implements re-training efforts as necessary and monitor's progress.

• Provides clear directions, consistent and timely feedback to staff, under the direction of the Operations Manager

• Develops and maintains programs to boost employee morale.

Financial & Billing:

• Ensures staff are collecting co-pays during check-in process and make sure cash drawers are closed at the end of shift.

• Monitor's exam room for cleanliness and make sure the exam room are stocked properly

Office Coordination, Safety and Compliance:

• Maintains supplies, forms, requisitions, and equipment. Coordinates repairs and replacement of equipment under the direction of the Operations Manager.

• Serves as point person for the practice's environmental issues related to repairs, cleaning, directories, signage, security, information systems etc.

• Maintains cleanliness and environment of care

• Understands space needs and identifies and attempts to resolves any outstanding issues.

• Identifies opportunities for operations and workflow improvement and reviews them with the Operations Manager. Works closely with the Clinical Operations Manager to plan and implement changes.

QUALIFICATIONS:

• Bachelor's Degree in Business or Related Field preferred or Equivalent

• Minimum of 3 to 5 years of related experience in ambulatory medical practice

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Outstanding interpersonal skills

• Ability to function independently as well as with a team

• Exceptional phone and customer service skills

• Ability to multitask and prioritize a large workload

• Excellent organizational skill

• Strong problem-solving skills

• Good understanding of medical terminology

• Good understanding of medical insurance coverage

• Strong computer skills, including word, excel, and spreadsheets