Patient Scheduling Team Lead

Radiology Associates of Hartford PLLC•Enfield, CT

7d•Onsite

About The Position

Oversees a group of scheduling associates and serves as their point of contact for troubleshooting scheduling questions and problems. Works with the Business Manager to hold the team accountable, maintain scheduling accuracy, and optimize modality schedules. Consistently trains, manages, and develops team members. The role supports scheduling operations across modalities, including staff coverage and assignments, performance monitoring and coaching, quality assurance, process improvement, and communication of software and workflow changes. It also assists with inbound call queues, responds to patient, referring physician, and staff needs, and reviews timesheets and PTO requests for assigned staff. Clinical site visits may be required quarterly to evaluate processes and support staff development.

Requirements

High school diploma or GED.
Medical terminology knowledge.
Excellent typing and clerical proficiency.
Proficiency with Microsoft Office applications.
Ability to communicate articulately and comprehend written and verbal communications.
One or more years of experience operating a telephone in a high-volume customer service or call center environment; healthcare experience preferred.
Customer service experience.

Nice To Haves

Medical Assistant Certification.
High-volume customer service or call center experience in a healthcare setting.

Responsibilities

Provide cross-coverage as needed by maintaining expert knowledge of modalities and exams.
Oversee assigned scheduling associates and serve as their immediate point of contact.
Adjust daily staff assignments, maximize scheduling resources, and anticipate staffing needs to ensure coverage throughout the day.
Work with the team during off-hours and high-demand times.
Communicate individual performance information, including call volume and call length, to support departmental goals and expectations.
Silently monitor associate calls to assess efficiency, technical accuracy, and conformity with guest service standards.
Respond to positive and negative performance trends to support performance targets.
Supervise adherence to break and lunch durations and correct phone release-code status; provide constructive feedback and coaching.
Perform quality assurance checks, track recurring errors, and inform leadership of retraining needs or process improvement suggestions.
Conduct employee counseling and implement performance improvement plans or corrective action as appropriate.
Work with fellow team leads on quarterly process improvement projects, including schedule optimization training, appointment expansion, completion rates, and scheduling process enhancements.
Communicate software changes and updates, train or retrain assigned associates on workflows, and ensure they understand the information.
Take inbound queue calls during peak times and provide coverage for absent associates or when queue volume spikes during PTO, breaks, or lunch periods.
Monitor the incoming call queue and answer incoming lines as needed to clear it in a timely manner.
Monitor the Business Manager’s phone to troubleshoot scheduling questions and issues; answer daily emails and Teams messages.
Receive, respond to, and resolve patient, referring physician, and staff needs and low-level complaints professionally and courteously, involving department supervisors as needed.
Review and approve timesheets and PTO requests for assigned staff and others when providing coverage.
Maintain strong modality and RIS scheduling knowledge and proficient knowledge of radiologists, center leads, and modality leads at Radiology Associates of Hartford.
Promote department morale and motivation.
Recognize and manage priorities consistently.
Stay current on clinical changes involving modalities, protocols, and new exams or services, and coordinate continuing education information with other team leads.
Conduct clinical site visits, potentially at quarterly intervals, to evaluate and observe processes for staff development.
Perform other duties as assigned.