Medical Receptionist Team Lead II

Provides support to the department/site ensuring quality service through timely and courteous assistance. Provides service support to patients who request our care. Leads the Frontline and/or Call Center daily operations by matching staffing needs to the phone processes and measures tied to operational service goals. Functions as a part of an organizational Frontline and/or Call Center Team to assure continual quality improvements are in place to meet service goals. Responsible for assisting staff with daily operations and developmental learning/training. Assists supervisor and or manager with gathering performance feedback and performance measures.

MINIMUM QUALIFICATIONS:

• Knowledge, Skills, and Abilities:

  • Computer skills

  • Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients.

  • Must be proficient in the operation of the following types of equipment: telephone and headsets, PC, printer, photo copier and fax machine.
    

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • 2 years of patient scheduling experience

  • Frontline and/or Call Center experience

  • Previous leadership experience

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • Strong verbal communication, human relations sensitivity, listening and telephone etiquette skills.

  • Medical terminology knowledge desirable

  • Accurate keyboarding skills

  • Possess the ability to promote and maintain good patient relations and patient confidentiality.

  • Ability to lead staff in a respectful and supportive manner that fosters a positive and success team environment.

  • Enjoys working with numbers and measures that support the service goals.
    

ESSENTIAL DUTIES:

1. (50%) – Frontline/Call Center Tasks

   1. Answers calls and checks-in patients in a timely, pleasant, and professional manner, identifying themselves by name and department/location when appropriate.

   2. Documents service requests and/or work orders

   3. Schedules appointments according to provider rules and guidelines

   4. Confers with patient to obtain and confirm pertinent billing and demographic information including scanning of insurance cards.

   5. Completes the patient registration process in an accurate manner.

   6. Provides information to patients regarding locations and services.

   7. Directs emergency calls in an appropriate manner according to department guidelines when applicable.

   8. Supports referral process when applicable.

   9. Promotes and maintains good patient relations and confidentiality.

2. (50%) – Team Leader Tasks

   1. Fosters an environment that supports a “team” ownership of process.

   2. Provides input to supervisor/manager on staff performance that supports both the performance evaluation process and Frontline and/or Call Center needs.

   3. Identifies and assists in the development of new processes.

   4. Monitors patterns of errors for retraining opportunities or process improvements.

   5. Supports and collects information for process improvement initiatives.

   6. Trains and mentors new staff.

   7. Supports and participates in the team environment that allows clear communication, positive support, and innovation.

   8. Maintains neat and professional work area respectful of team members.

   9. Participates in the interview process.

3. Performs other tasks as assigned
   

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

Additional Expectations:

• Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.

• Maintains regular and timely attendance.

• Protects confidentiality.

• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)