Team Lead Central Scheduling, Full Time, Days, Morristown, NJ

Atlantic Health System•Morristown, NJ

3d•Onsite

About The Position

The Central Scheduling Team Lead will assist the Supervisor/Manager in ensuring the day-to-day functions of the department are adhered to and completed. This role supervises Central Scheduling Representative I and II team members and acts as a liaison and 'go-to' resource between the staff and department leadership. The Team Lead supports peer leadership to meet department metrics, including training, assignment support, escalation, and troubleshooting of scheduling issues. They must be knowledgeable of all scheduling, registration, and insurance verification functions, and accurately perform scheduling, insurance eligibility verification, pre-authorization, financial assistance screening, estimate creation/collections, and ensure accurate collection of patient registration data. The role requires accomplishing flexible work assignments based on daily priority, following established metrics and guidelines.

Requirements

Knowledgeable of all scheduling, registration, and insurance verification functions.
Accurately performs scheduling, insurance eligibility verification, pre-authorization, financial assistance screening, estimate creation/collections, and ensures accurate collection of patient registration data.
Accomplishes flexible work assignments based on daily priority, following established metrics and guidelines.
Ensures accuracy in all required demographics, financial, referral/authorization/clinical, and other registration data is accurately scheduled, collected, verified, and communicated.
Assists with feedback to the team on weekly performance, including variance from established operational goals or productivity and quality performance.
Supervises staff on day-to-day assignments and completion of all expected work.
Provides guidance on accurate workflows.
Assists with call monitoring of daily phone operations, prioritize, and distribute workflow based on daily inbound call volumes/staffing.
Assists the Supervisor in the alignment of staff to appropriate assignments.
Escalation and troubleshooting to support operations.
Conducts Training/coaching for new and existing representatives.
Cross coverage of all departmental assignments as required.
Assists with the new hire onboarding process and training.
Creates and updates department educational tip sheets, material, and scheduling workflow guide.
Assists with handling escalated calls from patients often involving complex and challenging situations and resolves to patient’s satisfaction.
Reviews and analyzes all available reporting sources, using these reports to compile and present updates on daily, weekly, monthly, annual, or ad hoc metrics at weekly meetings, or in other forums as requested.
Conducts routine account and call quality audits for Central Scheduling Representatives I and II to ensure appropriate account and appointment scheduling completion.
Assist with EPIC template creation and modification for requesting department.
Completes special projects and workflow testing to meet expectations of scope and deliverables.
Supports department goals and process improvement initiatives.
Meets individual productivity and quality expectations in all job functions.
Supports positive patient experience, safety and revenue cycle outcomes.

Nice To Haves

Supervises Central Scheduling Representative I and II team members.
Liaison and “go to” resource between the staff and the department Leadership.
Supports peer leadership to meet department metrics including but not limited to training, assignment support, escalation and troubleshooting of scheduling issues.

Responsibilities

Ensures accuracy in all required demographics, financial, referral/authorization/clinical, and other registration data is accurately scheduled, collected, verified, and communicated.
Assists with feedback to the team on weekly performance, including variance from established operational goals or productivity and quality performance.
Supervises staff on day-to-day assignments and completion of all expected work, including providing guidance on accurate workflows.
Assists with call monitoring of daily phone operations, prioritizing and distributing workflow based on daily inbound call volumes/staffing.
Assists the Supervisor in the alignment of staff to appropriate assignments.
Provides escalation and troubleshooting to support operations.
Conducts training/coaching for new and existing representatives.
Provides cross-coverage of all departmental assignments as required.
Assists with the new hire onboarding process and training.
Creates and updates department educational tip sheets, material, and scheduling workflow guides.
Assists with handling escalated calls from patients, often involving complex and challenging situations, and resolves them to the patient’s satisfaction.
Reviews and analyzes all available reporting sources, using these reports to compile and present updates on daily, weekly, monthly, annual, or ad hoc metrics at weekly meetings, or in other forums as requested.
Conducts routine account and call quality audits for Central Scheduling Representatives I and II to ensure appropriate account and appointment scheduling completion.
Assists with EPIC template creation and modification for requesting departments.
Completes special projects and workflow testing to meet expectations of scope and deliverables.
Supports department goals and process improvement initiatives.
Meets individual productivity and quality expectations in all job functions.
Supports positive patient experience, safety, and revenue cycle outcomes.
Performs all other duties as assigned.

Benefits

Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
Life & AD&D Insurance.
Short-Term and Long-Term Disability (with options to supplement)
403(b) Retirement Plan: Employer match, additional non-elective contribution
PTO & Paid Sick Leave
Tuition Assistance, Advancement & Academic Advising
Parental, Adoption, Surrogacy Leave
Backup and On-Site Childcare
Well-Being Rewards
Employee Assistance Program (EAP)
Fertility Benefits, Healthy Pregnancy Program
Flexible Spending & Commuter Accounts
Pet, Home & Auto, Identity Theft and Legal Insurance