Team Lead - Surgery Care Coordinator

Eye Associates Of New Mexico•Santa Fe, NM

About The Position

The NNM - Team Leader for the Surgery Scheduling Department oversees daily scheduling operations to ensure safe, efficient, and timely coordination of surgical procedures. Assures efficient scheduling with a focus on the patient-centered service, high standards of accuracy and collaborative communication. In conjunction with the Regional Manager, Surgery Scheduling Trainer and Director of Patient Access, identifies areas of improvement, new or additional training needs and supports or may perform standardized audits on surgery scheduling processes. Serves as a resource for all surgery care coordinators, physicians and other staff involved in the care of the surgical patients. Maintains supplies and interacts with vendors.

Requirements

High School diploma required
Successful completion of the EANM Insurance Test
Must work well as a member of a team
Experience in Microsoft Office and other computer experience
Knowledge of Medical Terminology with 2 years of healthcare experience
Must be cross-trained and proficient in all surgical subspecialties
Successful completion of the Ophthalmology Home Study course and the LMS Customer Service program
Must demonstrate the ability to interact with the public in a pleasant, helpful and professional manner
Successful completion of the CPSS, the national Certified Patient Service Specialist (CPSS) exam and is expected to maintain the certification by completing all required CE hours within the timeframe designated by the CPSS program
Requires the ability to speak, listen, develop and communicate written and verbal materials.

Nice To Haves

Achievement of the CCOA certification preferred
Experience and/or training in bookkeeping is preferred

Responsibilities

Extensive responsibility and oversight of daily surgery scheduling operations to include the workflow of surgery schedulers, ensuring all procedures are scheduled accurately and in compliance with EANM policies
Provides on-site supervision for assigned surgery scheduling staff
Performs all functions on the surgery care coordinator job description
Demonstrates daily through actions and dialogue that the patient's needs and our care for them is our primary concern
Ensures accuracy of surgical case information and reviews case requests for completeness, correct CPT/diagnosis codes, required equipment, and special instructions
Communicates with surgeons to assure surgery scheduling services provided meet their needs
In conjunction with the Regional Surgery Scheduling Manager, is a primary resource in resolving escalated scheduling issues, conflicts, last minute changes, cancellations, and surgeon or patient concerns
Contributes to continuing performance and process improvement initiatives
Makes recommendations regarding staffing level and handles call ins when Manager is out.
Maintains surgery scheduling supplies and interacts with vendors for drops, kits, etc.
May participate in the creation and maintenance of surgical block, interfaces with the surgery block committee and ASC Director for surgeon and surgery dates, keeping Manager and Director informed
Serves as SCC resource keeping current on all aspects of our surgeries performed in our surgical facilities and process modifications
Reviews daily surgery reports and assesses the operational processes and performance of the departments
Participates in Management/Leadership Team's Action Plan development and meetings
Provides input to the Manager/Director on staff members' performance concerns and evaluations and assists in the process
Assists with and prepares staff schedules for daily surgery scheduling coverage when requested
Deals with patient complaints to achieve appropriate resolution and updates Manager and/or Director of decisions. Consults with Manager or Director before communicating decisions in difficult patient situations
Supports training initiatives for non-clinical support staff members
Provides assistance with on-site supervision for assigned non-clinical support staff.
Accepts responsibility for timely arrival and readiness for work at assigned station
Consistently exhibits behaviors which create a high level of patient and employee satisfaction, which maintains the credibility, integrity and positive image which in turn supports the mission, goals and operations of Eye Associates and contributes to continuous performance improvement
The annual completion of assigned Learning Management System (LMS) courses is mandatory. Any individual who has not completed their assigned training prior to November 30th of each year may be subject to disciplinary action, up to and including termination of employment.
Other Duties as assigned