The Team Lead has a strong working knowledge of the day to day desk operations and is able to perform all duties of the patient check-in and rooming activities in relation to their assigned work unit. This includes utilizing scheduling and financial decision trees, policies and procedures to schedule the right patient, with the right provider, at the right time, and with the right preparation. The team lead partners with the Patient Support Supervisor to ensure the department/division is meeting the institutional expectations for patient care flow. Performs quality reviews to ensure that the work unit is meeting expected quality and service standards in their department/division; (ex: registration/scheduling, check in wait times, workqueue monitoring, service excellence, electronic messaging turn-around time, etc.). Troubleshoots and problem solves immediate operational issues and acts as an escalation point for the Desk Operations Specialists, Patient Appointment Scheduling Specialist, and other work unit employees. Assists the Supervisor in updating and communicating changes to guidelines, policies, procedures, and workflows. Assists with onboarding and training of technical and soft skills for new staff members. Interacts professionally with staff and patients, treating them with dignity and respect.

High school graduate or GED equivalent required. At least three years’ experience in healthcare or customer service field; or an Associate’s Degree with one year of experience in a healthcare or customer service field. One year of medical appointment scheduling or medical practice desk support required. Excellent communication skills. Able to work in a team oriented environment. Strong organizational skills. Able to perform multiple tasks simultaneously. Demonstrates flexibility and problem-solving abilities. Able to achieve results in a fast-paced environment. Able to critically assess priorities. Takes initiative within scope of assigned responsibilities. 2-3 years of relevant experience including lead roles, project management, supervisory experience, and highly skilled operational expertise is preferred.

Must have strong communication, interpersonal, problem solving and organizational skills. Must be committed to providing excellent customer service and able to work collaboratively in a team environment. Outstanding professionalism, strong computer skills, time management skills and the ability to work independently. Works well both with and in positions of authority, fosters an environment of mutual respect, teamwork and open collaboration not only within their work unit but across enterprise work units. Must understand and promote a culture of safety. Must be able to handle difficult situations, remain calm under stress, manage emotional situations, display empathy and maintain positive communication during a rapidly changing/dynamic environment. Ability to recognize staff for opportunities of growth and development and also recognizes positive behaviors. Must demonstrate good judgment in respecting the confidentiality of patient and employee information along with promoting a high degree of morale and spirit of motivation within the work unit. Requires flexibility and a willingness to participate and initiate change to improve efficiency and patient care. Must have knowledge of all relevant multiple office and clinical applications which support the clinical practice.None