Patient Scheduling Team Lead

POSITION SUMMARY

Oversee a group of scheduling associates and serve as their point of contact for trouble-shooting scheduling questions and problems. They work with the Business Manager to hold the team accountable, maintain a high level of scheduling accuracy, and optimize modality schedules. Consistently train, manage, and develop team members.

ESSENTIAL RESPONSIBILITIES

• Expert in all modalities and knowledgeable in all modalities/exams to provide cross coverage as needed.
• Oversee assigned scheduling associate staff and be their immediate go-to.
• Adjust scheduling staff assignments daily as needed, maximize scheduling resources, and anticipate staffing needs to always ensure appropriate coverage throughout the day.
• Work in conjunction with team during off hours and high demand times.
• Communicate to scheduling associates their individual performance, including call volume and length of calls, to keep the department on par with goals and expectations.
• Silent monitor individual scheduling associate calls to observe employee efficiency, technical accuracy, and conformity to company guest service standards.
• Act on both positive and negative performance trends to ensure fulfillment of performance targets.
• Supervise employee performance regarding adherence to break and lunch length duration, ensure scheduling associates adhere to using correct release code status to log in and out of phones, and provide constructive feedback and coaching.
• Perform quality assurance checks, track recurrent errors, inform leadership of retraining needs and/or process improvement suggestions.
• Execute employee counseling and implement performance improvement plan/corrective action as appropriate to resolve performance and personnel issues.
• Work in conjunction with fellow team leads to identify and implement quarterly projects for process improvement including, but not limited to, schedule optimization training, appointment expansion, completion rate, and enhancement of scheduling department processes.
• Communicate software program changes and updates, train/retrain scheduling associate in assigned team with new workflow and from feedback received from scheduling supervisor, scheduling applications supervisor and/or patient scheduling training lead and ensure assigned team fully understands information.
• Take inbound queue calls during peak times, cover for scheduling associates who are absent, or when inbound queue spikes when scheduling associates are on PTO, break, or lunch.
• Support the monitoring of the incoming call queue and respond as required by answering incoming lines to ensure it is cleared in a timely fashion.
• Monitor the business manager's phone to trouble-shoot scheduling questions and issues, answer daily emails and Teams.
• Receive, respond-to and resolve patient, referring physician and/or staff needs and low-level complaints in a professional and courtesy manner within the realm of the “patient care” environment, involving department supervisors as needed.
• Review and approve time sheets and PTO requests for assigned staff and others when providing coverage.
• Maintain a high level of modality and RIS scheduling knowledge.
• Maintain proficient knowledge of all Radiology Associates of Hartford radiologists, center leads, and modality leads.
• Promote a high level of morale and spirit of motivation within the department.
• Consistently show the ability to recognize and manage priorities.
• Responsible for staying current with modality clinical changes regarding new protocols, new exams/services, and accountable for coordinating new information with other team leads for continuing education.
• Clinical site visits may be required at quarterly intervals to evaluate and observe processes to be used to enhance staff development.
• All other duties as assigned.

Requirements

KNOWLEDGE & SKILLS

• Medical terminology
• Excellent typing/clerical proficiency.
• Skilled in Microsoft Office applications.
• Must be able to communicate articulately and comprehend written and verbal communications.

EDUCATION & EXPERIENCE

• Required: High School Diploma or GED
• Preferred: Medical Assistant Certification
• One or more years’ experience operating a telephone within a high-volume customer service/call center environment; preferably within a healthcare setting.
• Customer service experience

WORK ENVIRONMENT

This position is based in a healthcare facility that provides patient care services in a fast-paced and team-oriented environment. Employees may work in various clinical or administrative areas depending on their role.

Radiology Associates of Hartford is an Equal Opportunity Employer