Clinic Team Lead

Position Summary

Austin Retina Associates is seeking a responsible, self-motivated individual to assist in providing unparalleled patient satisfaction, performing duties within our clinical and remote locations.

Duties/Responsibilities

• Support and encourage fellow team members to cross train and routinely switch positions to increase adaptability of the team and reduce position burnout
• Be able to efficiently run any doctor’s clinic with minimal mistakes while not appearing stressed or overwhelmed.
• Utilize Lean tools and methodologies to identify, analyze, and problem solve work and patient flow concerns, e.g. standard work, huddles, 5S, A3, parking lot, wastewalk, trials
• With the assistance of your team, collect, graph and present data for 3-5 metrics to assist in monitoring team effectiveness. These should be reported monthly through your metrics email
• With the assistance of your team, identify any areas with frequent bottlenecks in your team, and problem solve together to find ways to minimize waste via small scale trials e.g. patient wait times, errors, and duplicated work. These should be completed and reported quarterly
• Work with the supervisors to help monitor staffing and make recommendations for the allocation of staff to ensure efficient operations and adequate staff, e.g. calculate efficiency score and assist with staffing suggestions
• Work with your team to set group and individual goals in areas to cross train throughout the organization
• Hold monthly meetings with your team and attend meetings with other team leads monthly, recording team meetings and submitting them to clinic supervisors
• Update team metric poster every month
• Work with doctors to address specific clinic bottlenecks/concerns
• Maintaining standard work
• Reviewing patient schedules for efficiency or concerns
• Communicate with phones and insurance team members to improve the effectiveness of clinic operations
• Contact patients who submit poor reviews to LEAP, listen, empathize, apologize, problem solve, while troubleshooting problems
• Contact and reschedule patients with last minute scheduling changes
• Delegate duties to team members when appropriate
• Other duties and responsibilities as requested by the administrative leaders

Required Skills/Abilities

• Must be able to identify and have an understanding of the Lean tools and methodologies to properly guide and assist the team in utilizing them.
• Must possess basic skills of screening, OCT, Hall
• Be willing and able to applanate patients in clinic
• Be able to set up in-office procedures and obtain samples for in-office testing accurately and efficiently
• Must have a consistent work record of respect, courtesy, teamwork, and integrity in your work and in your dealings with others.
• Mandatory to obtain Lean Certification and attend LDP trainings
• Looking for traits that include being detail-oriented, reliable, trustworthy, creative, an “out of the box” thinker, being open to change, and being willing to push for improvements.
• Maintain the ARA standard of punctuality and attendance

Expectations for All Leaders

• Maintain a positive attitude, be an example of an ideal team player, treat all ARA team members respectfully and equally, work to create and foster a culture of teamwork throughout the organization.
• Make sure patient care is always the top priority by maintaining Austin Retina's customer service standards
• Treat every patient and employee with respect and dignity
• Maintain open, positive, and effective communication with all ARA team members including technicians, physicians, billing, front office, IT, supervisors, research, etc
• Work to address interpersonal issues within your team members and/or coworkers throughout ARA quickly and in a constructive fashion
• Be open to accepting feedback and ideas from any ARA team member without taking offense
• Be willing to step in and assist any ARA team member as needed or requested
• Be willing to cross train in any area of ARA to help support the organization and fellow employees
• Be willing to assist ARA and the department heads with communicating organizational updates to your team members
• Be open to learning new skills and maintain current skills
• Training others and following up to ensure that everything is being executed properly and promptly
• As a lead, you are ultimately responsible to ensure that all clinic duties are done correctly
• Be willing to help celebrate both team and individual successes within the organization
• Ensure tasks are getting completed not just on your own, but with the help of your teammates making sure that delegation is utilized. Your team should work together to ensure all goals are met. Your team should function well even when you are on vacation, out sick or scheduled off

Physical Demands and Requirements

Required to stand, walk and sit; talk and hear both in person and by telephone; use hands to finger, handle and feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds on occasion. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus. Viewing images and operating computer devices, frequently using a computer terminal.