Patient Attendant Team Lead

General Summary: An exempt position responsible for providing support to patient attendants/referrals department and serving as back-up support to the team and supervisor. Works closely with both departments and supervisor to ensure employee and patient needs preferences are met.

Essential Job Responsibilities:

1. Help the supervisor oversee the duties and functions of the Patient Attendant and Referrals departments. Including scheduling, participation in hiring, training, and evaluation to ensure scheduling policies and processes are carried out with accuracy.
2. Helps supervisor to monitor phone system 3CX software
3. Works to strengthen relationships with PCP practices and obtain helpful feedback.
4. Acts as resource to provide resolution for appointment schedulers when they encounter patient issues such as request for work in appointments or patient complaints/dissatisfaction with appointments.
5. Helps analyzing reports on appointment patterns, including incoming and outgoing call volumes, referrals, cancelation, trends, complaints, errors, and evaluate results. Makes recommendations about improvement opportunities.
6. Work as a team player and be willing to assist staff in their daily duties to assist their team in providing good efficient patient care when staff are out or reassigned.
7. Acts as a liaison between staff and supervisor to ensure that quality services are provided to all departments.
8. Help supervisor manage Incoming and Outgoing Referrals and Luma
9. Help to keep policies and procedures updated for departments
10. Manage Duplicate Charts
11. Help supervisor to review resumes and conduct in person interviews before hiring and training staff
12. Brings positive attitude to all staff involved!

Education: High school diploma

Experience: Minimum one year of scheduling, call center experience.

Other Requirements: Mandatory on site

Performance Requirements:

Knowledge:

1. Knowledge of medical practice protocols related to appointment scheduling.
2. Knowledge of medical terminology for interpreting physician instructions and patient needs.
3. Knowledge of confidentiality requirements related to patient information.

Skills:

1. Skill in training new appointment schedulers about medical practice scheduling system.
2. Skill in evaluating scheduler performance and correcting performance deviations.
3. Skill in serving as resource to schedulers with questions or issues and about the computerized system.

Abilities:

1. Ability to communicate instructions clearly.
2. Ability to collaborate with all staff to meet needs.
3. Ability to analyze data reports and make recommendations for improvement.

Equipment Operated: Standard office equipment with emphasis on telephone and computer hardware/software.

Work Environment: Medical office, well lighted, well ventilated. Rare contact with patients.