Team Lead Central Scheduling, Full Time, Days, 9am-5pm, AMG Prof Call Center Primary Care, Morristown, NJ
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 in meeting department metrics, including training, assignment support, escalation, and troubleshooting of scheduling issues. They must be knowledgeable of all scheduling, registration, and insurance verification functions, accurately performing these tasks along with pre-authorization, financial assistance screening, estimate creation/collections, and ensuring accurate collection of patient registration data. The role requires accomplishing flexible work assignments based on daily priority, following established metrics and guidelines.
Requirements
- 5 years of prior experience, or 2 years of high performance in the Central Scheduling Specialist I role.
- HS Diploma or equivalent
- All legally/reasonably expected certifications needed for function and level
Nice To Haves
- Associate or Bachelors’ Degree preferred.
- Call Center experience, preferably in a Radiology imaging location.
- Applicable experience as Scheduler, Practice Assistance or 3+ years Patient Access Representative.
- Electronic Medical Record (EMR) experience, preferably EPIC.
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 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.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
