Pre Service Scheduler Lead
About The Position
The Pre Service Scheduler Lead will act as a subject matter expert for internal and external scheduling users, patients, and providers. This role involves handling complex scheduling issues, specialized scenarios, and mentoring team members. In the absence of a manager or supervisor, the lead will assist in investigating safety events and scheduling issues, providing service recovery as a point person for escalation. They will also serve as a trainer/preceptor for new hires and a department resource for testing and training new or improved technology systems and processes. Additionally, the lead will participate in special projects, potentially collecting or compiling data, and piloting new workflows or processes. Collaboration with Supervisors and Workforce Management Coordinators is key for real-time floor management and resource assignment. The role may involve payroll activities and bringing attendance patterns to the supervisor's attention. The lead will assist supervisors in monitoring work processes to ensure best practices are deployed for enhanced customer service and technology utilization. Ensuring standard processes are effectively implemented in Pre-Service to achieve metrics, department goals, and expectations of maximized cash flow and decreased cost of collections is crucial. The lead will also perform duties of frontline scheduling team members, including scheduling, registration, informing customers of pre-payment financial obligations, handling financial transactions, and order transcription. Modeling Advocate Aurora behaviors is required.
Requirements
- High School Graduate.
- Typically requires 4 years of experience in health care, insurance industry, contact center or customer service setting.
- Demonstrated ability to identify and understand issues and problems.
- Examines data and draws logical conclusions based on information available.
- Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
- Mathematical aptitude, effective communication skills and critical thinking skills.
- Ability to handle sensitive and confidential information according to internal policies.
- Ability to speak effectively to customers or employees of organization, maintaining a pleasant, professional demeanor.
- Demonstrated ability to lead a team by motivating and facilitating staff professional growth and development.
- Ability to problem solve in a high profile and high stress area, working independently to set and meet deadlines and prioritize work.
- Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, Internet Explorer and phone technology.
- Must be able to comply with remote work standards.
- Must be able to sit the majority of the workday.
Nice To Haves
- Experience in a Patient Service Rep role and patient scheduling.
Responsibilities
- Acts as a subject matter resource for internal and external scheduling users, patients, and providers, assisting team by handling more complex scheduling issues, specialized scheduling scenarios, and mentor phone lines.
- In manager’s or supervisor’s absence, assists in the investigation of safety events/scheduling issues and provides service recovery as a point person for escalation.
- Serves as a trainer/preceptor for new hires.
- Serves as a department resource for testing and training new or improved technology systems and processes.
- Participates in special project assignments, may collect or compile data, may pilot new workflows or processes.
- Collaborates with Supervisors and Workforce Management Coordinators to assist in real time floor management and assignment of resources.
- May participate in team member payroll activity.
- Brings attendance patterns to the attention of the supervisor.
- Assists supervisors in monitoring work processes to ensure that best practices are deployed to enhance customer services and leverage use of technology.
- Ensure that standard processes are effectively implemented in Pre-Service to achieve metrics, department goals and expectations of maximized cash flow and decreased cost of collections.
- Perform duties of frontline scheduling team members which includes scheduling, registration, informing customers of pre-payment financial obligations, handling financial transactions and order transcription.
- Must model Advocate Aurora behaviors.
Benefits
- Comprehensive suite of Total Rewards: benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
