Team Lead Central Scheduling, Full Time, Days, 9am-5pm, AMG Prof Call Center Primary Care, Morristown, NJ

Summary

The Central Scheduling Team Lead will assist the Supervisor/Manager in ensuring the day-to-day functions of the department are adhered to and completed.

• Supervises Central Scheduling Representative I and II team members.
• Liaison and “go to” resource between the staff and the department Leadership. Supports peer leadership to meet department metrics including but not limited to training, assignment support, escalation and troubleshooting of scheduling issues.
• Knowledgeable of all scheduling, registration, and insurance verification functions.
• Accurately performs the scheduling, insurance eligibility verification, pre-authorization, financial assistance screening, estimate creation/collections and ensures accurate collection of patient registration data.
• Accomplishes flexible work assignments based on daily priority, following established metrics and guidelines.

Job Duties

• Ensures accuracy in all required demographics, financial, referral/authorization/clinical, and other registration data is accurately scheduled, collected, verified, and communicated as a core competency of the role.
• Assists with feedback to the team on weekly performance, including variance from established operational goals or productivity and quality performance.
• Supervises staff on day-to-day assignments and completion of all expected work. This should include:
• Providing guidance on accurate workflows
• Assists with call monitoring of daily phone operations, prioritize, and distribute workflow based on daily inbound call volumes/staffing.
• Assisting the Supervisor in the alignment of staff to appropriate assignments
• Escalation and troubleshooting to support operations
• Conducts Training/coaching for new and existing representatives
• Cross coverage of all departmental assignments as required
• Assists with the new hire onboarding process and training.
• Creates and updates department educational tip sheets, material, and scheduling workflow guide.
• Assists with handling escalated calls from patients often involving complex and challenging situations and resolves to patient’s satisfaction.
• Reviews and analyzes all available reporting sources, using these reports to compile and present updates on daily, weekly, monthly, annual, or ad hoc metrics at weekly meetings, or in other forums as requested.
• Conducts routine account and call quality audits for Central Scheduling Representatives I and II to ensure appropriate account and appointment scheduling completion.
• Assist with EPIC template creation and modification for requesting department.
• Completes special projects and workflow testing to meet expectations of scope and deliverables.
• Supports department goals and process improvement initiatives.
• Meets individual productivity and quality expectations in all job functions.
• Supports positive patient experience, safety and revenue cycle outcomes.
• All other duties as assigned.

Required

• 5 years of prior experience, or 2 years of high performance in the Central Scheduling Specialist I role.
• HS Diploma or equivalent
• All legally/reasonably expected certifications needed for function and level

Preferred

• Associate or Bachelors’ Degree preferred.
• Call Center experience, preferably in a Radiology imaging location.
• Applicable experience as Scheduler, Practice Assistance or 3+ years Patient Access Representative.
• Electronic Medical Record (EMR) experience, preferably EPIC.