Team Lead, Care Connections Access

University Hospitals•Elyria, OH

49d

About The Position

The Team Lead provides front line support that contributes to an overall exceptional customer experience by developing staff seamlessly and consistently to exceed KPI team and departmental targets. The Team Lead work can be defined in 3 main categories Training/Coaching, Registration/Admitting and Scheduling, and specific team lead duties.

Requirements

High School Equivalent / GED (Required)
2+ years of progressive experience in a customer centric environment. (Required)
Associate or Bachelor’s degree is equivalent to 1 year of work experience
Strong analytical skills, excellent verbal and written skills, strong customer service and ability to interact with diverse workforce using strong interpersonal communication skills. (Required proficiency)
Ability to function independently and as a team player in a fast-paced environment (Required proficiency)
Microsoft Office Suite (Required proficiency)

Nice To Haves

Associate's Degree (Preferred)
Bachelor's Degree (Preferred)
Experience using clinical computer systems, such as Epic. (Preferred proficiency)
Certified Healthcare Access Associate (CHAA) (Preferred within 9 Months)

Responsibilities

Actively take calls as assigned by Leadership, as well as answering the phone to address patient inquiries and scheduling appointments, schedules referrals and follow-up visits.
Support peak volumes modeling exceptional soft skills, scheduling proficiency, and a positive culture.
Entering, updating and validating patient demographic, insurance & financial information to ensure accurate registration
Responsible for team and departmental KPI outcomes.
Recommend and execute performance improvement plans to level set agent and team KPI.
Engaging, driving and influencing optimal performance behaviors and workflows to meet team and departmental KPI.
Utilizes data to understand root cause and create effective action plans and or recommendations for path forward.
Supporting all applicable training as identified by leadership and or the Training Manager.
Identify performance gaps utilizing data to communicate recommendations for improvement.
Provides applicable coaching and or mentoring to ensures workflow compliance.
Interacts with all UH staff and customers consistent with the values of UH and Care Connections Credos.
Proficient in delivering coaching and mentoring hybrid teams.
Partners with stakeholders to ensure agents are delivering barrier-free scheduling and service recovery.
Effectively monitor, manage and address EPIC work ques, worklists and in-basket messages.
Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly.
Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches.
Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.
Build positive and engaging relationship with teams via regular 1:1’s, huddles, and team meetings
Communicating information and important details to other medical care teams, and staff.
Encourages and Assists patients with enrolling and utilizing MyChart.
Contact insurance companies regarding coverage, preapprovals, billing and other issues.
Collects and processes patient payments for visit copays, coinsurance, deductibles and prior balances.
Performs other duties as assigned.
Complies with all policies and standards.
For specific duties and responsibilities, refer to documentation provided by the department during orientation.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.