SUMMARY: This Patient Services Lead position is responsible for monitoring one or more of the following areas: Medical Call Center (Appointment Scheduling & Referrals). In addition, I will be responsible for scheduling appointments and checking in/outpatients. This lead position may work closely with the clinical services lead and assist the Patient Services Supervisor in coordinating day-to-day activities and department staff. The Lead will act as a liaison between staff, Supervisor, and department manager to ensure appropriate and timely follow-up action. The Patient Services Lead also interacts with patients and medical providers to ensure efficient and effective care delivery; directs Patient Services activities as needed; and coordinates training that provides optimum patient flow while using a systematic problem-solving approach to assist with and make appropriate assignments and adjustments, regular shadowing of various Patient Services positions is needed to understand the workload and clinic flow.
The position is in Woodbury, Minnesota. May require travel to other locations as needed.
JOB DESCRIPTION:
Serves as a role model for teamwork and promotes positive attitudes among team members.
Leads Patient Services Staff in one or more of the areas of Appointment Scheduling, Surgery Scheduling, the Hub, Medical Records, and Front Desk/Check-Out positions.
Provides coverage of all positions within the Patient Services Department, assists with phone queues and face-to-face scheduling communicates any issues to the Supervisor.
Initiates daily rounding with Patient Services Staff to ensure appropriate coverage and breaks. Coordinates schedules with the other clinic supervisors to provide coverage at various locations.
Assists with equipment and supply ordering, tracking, repairs, and makes recommendations for purchases.
Assists the Clinic Supervisor with orientation and training of new staff.
Coordinates continuous training and development of Patient Services Staff to meet departmental goals as well as the strategic goals of the company.
Works with staff to improve skills and abilities and encourage professional growth, including re-training as necessary.
Ensures that the MNU mission, vision, and values are integrated into all patient care interactions.
Acts as a resource to the patient services team regarding patient issues.
Assists in schedule development, delegating duties when others are out of the office, and providing adequate coverage for optimum patient care.
Monitor phone queues to ensure staff is signed in and available for calls. Ensure calls are answered in a timely manner. Serves as backup, taking calls to alleviate long hold times. Listens to calls to provide training opportunities.
Performs random audit of charts of Patient Services staff (Appointment Schedulers, Surgery Schedulers, Front desk) to ensure accuracy in scheduling and sharing results with Supervisor. Provide re-training to staff as needed.
Assists with the annual review process by providing feedback when requested.
Assists in planning/leading staff meetings and participates on committees as required.
Communicates and manages provider preferences.
Effectively communicates via phone and in-person in a courteous, prompt, and polite manner and documents all necessary information correctly.
Completes other related duties as assigned.
ESSENTIAL JOB FUNCTIONS:
Knowledgeable in clinic operations and detailed day-to-day operations of the Patient Services Department in Appointment Scheduling, Surgery Scheduling, the Hub, Medical Records, and Front Desk/Check Out.
Ability to work with physicians and providers about staff, clinic, or scheduling concerns. Serve as a liaison as needed between providers, staff, and outside contacts.
Represent Minnesota Urology professionally related to appearance, communication, and the maintenance of patient, physician, and staff confidentiality.
Ability to effectively communicate and work efficiently with direct Supervisor, manager, administration, physicians, patients, and staff.
Ability to analyze department work methods to organize work effectively, make improvements, and correct problems as needed.
Ability to lead staff, supporting Minnesota Urology policies and procedures. Communicate concerns to Supervisor and manager; seek assistance and direction as needed.
Supportive of the goals and objectives of Minnesota Urology.
Attendance and punctuality are required.
Must be able to read, write, speak and understand English.
EDUCATION/TRAINING/LICENSURE:
High School Diploma/GED required.
Completion of an associate degree program or equivalent medical experience of 2 years. Working knowledge of a medical office, particularly in areas of scheduling and front desk. Previous leadership/supervisory experience preferred but not required.
Knowledge of the Electronic Medical Practice Management System is required. Knowledge of Microsoft Office Suite (Word and Excel) is required.