Patient Service Team Lead

United Digestive•Atlanta, GA

9d•Onsite

About The Position

The Patient Service Team Lead is responsible for patient appointment scheduling for procedures, follow-up office visits, and ancillary services; collecting accurate patient information; and managing physician and endoscopy center schedules. The role monitors scheduling queues across the practice to ensure coverage, low wait and hold times, and a focus on customer service. It also provides ongoing training and support to Patient Service Center staff, monitors their productivity and call quality, and helps ensure staff are informed of policy and procedural changes. The position is located at the Patient Service Center in Atlanta, Georgia, with travel within the Metro area required and travel as needed for business requirements.

Requirements

High school diploma or GED required.
Strong customer service skills.
Two to three years of specialty clinic experience.
Computer literacy and ability to operate a healthcare system and multiple Microsoft Office applications.
Ability to treat patients, visitors, coworkers, and physicians with courtesy and respect.
Professional, outgoing, warm, and helpful attitude; compassion toward people who are ill and need help.
Ability to plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager.
Ability to work under pressure, assess and respond to issues, and communicate them in a timely manner.
Ability to communicate clearly with patients and coworkers by telephone, email, and in person.
Ability to interpret and apply clinical and non-clinical policies and procedures.
Ability to sit and stand in a normal office environment and travel within the Metro area.

Nice To Haves

Certified Medical Assistant preferred.
Gastroenterology experience preferred.
Bilingual skills preferred.

Responsibilities

Answer incoming calls promptly and efficiently while providing quality patient care and customer service.
Schedule and reschedule patient office visits and procedures, and manage cancellations and no-shows.
Maintain and update physician schedules and endoscopy block time; schedule patients according to physician availability and preferences.
Collect and record accurate patient information according to AGA documentation requirements.
Ensure applicable procedures are scheduled in AGA endoscopy suites, coordinating hospital scheduling when necessary.
Ensure applicable ancillary services are scheduled at AGA.
Mail or email information packets to new patients.
Handle appointment and information requests received through the Greenway Patient Portal or AGA eschedule website.
Address patient appointment questions and information requests from referring providers.
Provide or explain pertinent information about medical treatments or procedures to patients and/or relatives, and distribute or mail preparation instructions when necessary.
Meet or exceed quality and productivity standards set by the Patient Service Manager.
Answer emails and voicemails and return patient calls promptly and efficiently.
Complete requests for information from other AGA staff promptly and effectively to support payment on patient accounts.
Follow and promote HIPAA compliance and maintain strict confidentiality of patient information.
Provide ongoing training and retraining to Patient Service Center staff.
Monitor Patient Service Center staff productivity.
Monitor calls for quality assurance, adherence to practice policy, and training purposes.
Conduct or participate in ongoing customer service training for Patient Service Center staff as directed by the Patient Service Manager.
Lead or participate in team meetings and ensure team members are informed of AGA policy and procedural changes.
Perform other duties and special projects as assigned.