Lead, Operations- Macomb

Springfield Clinic•Macomb, IL

5d•$18 - $26

About The Position

The Operations Lead supports the daily oversight of front-end operations and revenue cycle workflows and is responsible for training, supporting, and developing Patient Concierge, Patient Access Specialist (PAS), and Call Center staff. The role assists the Operations Manager with staff oversight, scheduling, coverage, performance feedback, metrics, reporting, special projects, and audits. It also serves as a lead for patient access and front-end business operations, helping prioritize work and recommend improvements to patient experience. The Operations Lead provides hands-on patient access services, including answering calls, checking in patients, verifying and updating information, registering new patients, collecting payments, scheduling appointments, managing provider schedules, addressing patient complaints and billing questions, and supporting no-show and cancellation outreach. The role maintains reception assignments and call coverage, oversees task lists and wait lists, reviews insurance eligibility and charge-related work, completes daily deposits, and supports month-end close deadlines. As a training and technology resource, the Operations Lead partners with Learning & Development and PAS trainers to deliver and improve staff learning experiences using adult-learning principles, evaluate learning outcomes, and support a diverse range of learners. The role also serves as a software super user, troubleshooting and educating staff, and reinforces applicable workflows, policies, privacy, safety, customer-service, and ethical standards. The work takes place in a medical office environment with computer-based office work. Leader rounding is required and may involve multiple locations; the employee must have their own transportation. The position reports to the Operations Manager.

Requirements

Certified Medical Administrative Assistant (CMAA) certification through the National Healthcareer Association is required. Employees hired on or before June 30, 2024, have until December 31, 2024, to obtain certification, or may use 5+ years of Operations Lead, Operations Manager, and/or PAS experience at SC in lieu of certification. Employees hired after July 1, 2024, must become certified within one year of hire. Certification does not need to be renewed after it is obtained.
At least four years of direct customer service, hospitality, or patient concierge experience.
High school graduation or GED, plus training acquired through work experience or additional education.
Proficient and accurate typing skills.
Proficient cashier and clerical skills; comfortable handling cash and balancing a drawer at the end of the day.
Deductive reasoning and ability to apply learning principles to daily operations.
Ability to work accurately under pressure and shift work schedule or hours as business needs require.
Excellent attendance in a previous work environment.
Strong computer skills and knowledge of computer software programs.
Effective verbal, written, and interpersonal communication skills.
Must have own transportation.

Nice To Haves

Previous leadership experience.
Two years of medical office and/or phone experience.
Associate degree or administrative or technical background acquired through completion of 2–3 years of college.
Knowledge of customer service and retail experience.
Retail, service, or banking industry experience.

Responsibilities

Serve as Patient Access Specialist Lead and provide front-end business and operations support.
Assist the Operations Manager with oversight of Patient Concierge, PAS, and Call Center staff, including time-off requests, payroll absentee reports, interviewing, candidate selection, performance feedback, scheduling, training, and education.
Serve as an APM Super User and lead for business operations and SC initiatives.
Assist the Operations Manager with daily, weekly, and monthly metrics and reporting.
Model leadership, professionalism, and interpersonal skills that foster an open, safe environment for learning and communication.
Partner with Learning & Development and PAS program facilitators/trainers to provide, facilitate, evaluate, and continually improve staff training and learning experiences.
Apply adult-learning principles and teaching strategies suited to a diverse population of learners.
Serve as a software super user and resource for troubleshooting, education, and identifying and resolving technical issues.
Maintain staff accountability, workflow efficiency, accurate staffing, reception assignments, and call coverage.
Support the Manager with special projects, audits, and goals set by SC.
Perform patient access duties, including answering calls, checking in patients, verifying and updating patient information, registering patients, collecting payments, scheduling appointments, and managing provider schedules.
Lead resolution of front-end patient complaints and assist with patient billing questions.
Adhere to and reinforce appropriate workflows and SC policies; report workflow problems or complaints to the Manager.
Review, manage, and work department front-desk, call-center, overdue, RCx Rules, and APM task lists, including charge edit tasks and missing encounter reports; ensure timely resolution and communicate potential issues, anomalies, and trends.
Assign and ensure daily completion of bump lists and wait lists; review patient insurance eligibility.
Complete daily deposits and manage the month-end close process, ensuring charges and payment batches are processed, posted, imported, closed, and balanced by the stated deadlines.
Execute provider schedule changes and work with the team on no-show patients, pre-appointment cancellation calls, and normal letters via Portal.
Comply with SC incident reporting policies and procedures and required OSHA and Springfield Clinic training and accomplishments.
Provide excellent customer service and follow Springfield Clinic's Code of Conduct and Ethics Standards.
Perform other job duties as assigned.