Team Lead - Patient Relations - Healthcare

Guidehouse•San Antonio, TX

21h•Onsite

About The Position

This is an onsite position working Monday through Friday out of our San Antonio, TX office. The hours of opperation are 8:00AM CT - 7:30PM CST, you will have a shift within that time. What You Will Do : Must be self-directed / self-motivated. Good communication and interpersonal skills. Must be able to perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure. Accept responsibility for one’s own work. Work independently. Recognize the rights and responsibilities of patient and employee confidentiality. Convey empathy and compassion to those experiencing pain, physical or emotional distress and/or grief. Relate to others in a manner which creates a sense of teamwork and cooperation. Communicate effectively with people from every socioeconomic, cultural, and educational background. Exhibit flexibility and cope effectively in an ever-changing, fast-paced healthcare environment. Perform effectively when confronted with emergency, critical, unusual, or dangerous situations. Demonstrate the quality work ethic of doing the right thing the right way. Maintain a client centric focus and strive to satisfy the client’s needs. Duties and Responsibilities Be a Subject Matter Expert and remain current in all areas of designated project/client, including client host system, imaging systems, internal host systems, vendor systems, and telephony systems. Will be required for the first 90 days to handle Inbound phone support to understand patient interactions and will remain available to provide phone support as needed. Ensures personal and team follow-up requirements are performed accurately. Reviews work of team members and provides training and feedback as needed. Audits patient accounts as requested Assists leadership with coordinating activities. Help train new employees and facilitate project specific refresher training sessions Performs functions assigned by Supervisor/Manager to ensure team /project objectives are met. Manages and reports on task dashboard and work queue (desk) daily/weekly/monthly Runs and reviews daily reports Works with Supervisor/Manager on client reporting deliverables such as performance summary reporting decks and reporting to be utilized on client calls and month end. Special Ad-hoc reports assigned by management. Provide continuing education for current employees Assists employees with their questions to ensure team / project performance goals are met. Assists in the implementation of standards and guidelines Prepares and reports daily productivity of team members Provides timely feedback to the leadership team Works closely with supervisor to create applicable work lists Post approved adjustments as applicable. Type and distribute all team meeting/huddle minutes. Effectively communicates with the client through email or telephone as needed. Attends payor provider calls as needed documenting all meeting minutes.

Requirements

High School Diploma/GED or 3 years of relevant equivalent in lieu of diploma/GED
8 years working within the following sectors: healthcare, insurance, business, finance or customer service.
Experience supervising or leading a team of at least 5 agents
Healthcare experience
Working knowledge can be of the following: insurance claims, billing, coding, follow-up, finance, accounting or customer service related responsibilities.

Nice To Haves

Strong understanding of healthcare patient relations call center
Patient Access or insurance verification call center management
Bilingual Spanish

Responsibilities

Be a Subject Matter Expert and remain current in all areas of designated project/client, including client host system, imaging systems, internal host systems, vendor systems, and telephony systems.
Will be required for the first 90 days to handle Inbound phone support to understand patient interactions and will remain available to provide phone support as needed.
Ensures personal and team follow-up requirements are performed accurately.
Reviews work of team members and provides training and feedback as needed.
Audits patient accounts as requested
Assists leadership with coordinating activities.
Help train new employees and facilitate project specific refresher training sessions
Performs functions assigned by Supervisor/Manager to ensure team /project objectives are met.
Manages and reports on task dashboard and work queue (desk) daily/weekly/monthly
Runs and reviews daily reports
Works with Supervisor/Manager on client reporting deliverables such as performance summary reporting decks and reporting to be utilized on client calls and month end.
Special Ad-hoc reports assigned by management.
Provide continuing education for current employees
Assists employees with their questions to ensure team / project performance goals are met.
Assists in the implementation of standards and guidelines
Prepares and reports daily productivity of team members
Provides timely feedback to the leadership team
Works closely with supervisor to create applicable work lists
Post approved adjustments as applicable.
Type and distribute all team meeting/huddle minutes.
Effectively communicates with the client through email or telephone as needed.
Attends payor provider calls as needed documenting all meeting minutes.

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program