Team Lead – Patient Service Rep Representative

Team Lead – Patient Service Rep Representative

Requirements

• High school diploma or GED.
• 2 years experience in a customer service environment or healthcare setting.
• Demonstrated effective communication and interpersonal skills.
• Computer knowledge.
• Demonstrated customer service skills.
• Previous experience supporting, training and mentoring others.
• Proven ability to use good judgment in stressful situations.
• Basic medical terminology knowledge.
• Demonstrated ability to prioritize tasks.
• Previous experience with EMR.

Responsibilities

• Responsible for daily team operations and works to ensure overall work standards and goals are achieved.
• Maintains productivity levels according to outlined departmental standards and goals.
• Ensures high flexibility of staff to minimize downtime and allow for job rotation while ensuring that effective work balance in the team is maintained.
• Provides direct coverage for team members when absent, in training, or when warranted to support work flow.
• Carries out process audits to confirm maintenance of standard work.
• Carries out 6S audits. Actively seeks to drive waste out of the process.
• Ensures visual management is maintained and shares with team members to support sustainment and accurate data collection. Engages and encourages associates while executing process improvement initiatives.
• Under the direction of the department supervisor, performs Team Lead responsibilities which support the day-to-day operation of the department, while upholding clinic policies, acting in a manner consistent with Behavior Expectations and serving as a role model.
• Ensures associates meet daily, monthly and annual accountabilities as depicted by position job description and department procedures.
• Knowledgeable of associates’ accountabilities as outlined in their job description and as they relate to position work standard.
• Motivates staff, provides praise and constructive feedback to elicit high levels of productivity.
• Provides direction to associates regarding accountability for their actions through verbal counseling and communicating course of action to the supervisor/manager.
• Conducts or participates in annual associate performance reviews; including one-on-one associate conference to clarify results, encourage development and/or explain performance plans and compensation.
• Delegates tasks as appropriate.
• Acts as a resource to associates.
• Maintains general knowledge of department and clinic policies and procedures as they apply.
• Responsible for department orientation and training of new associates under their direction including ongoing assessment of program effectiveness.
• Evaluates the need for individualized training for staff to reinforce standardization of work, customer service and/or build new skill sets, etc.
• Under the direction of the department supervisor, conducts hiring, correction and termination activities of direct reports and maintains strict confidentiality standards.
• Coordinates staffing schedule and works to address staffing issues providing for coverage when warranted.
• Understands and acts in support of department work standards, procedures, initiatives, and continuous process improvement to positively impact Key Result Areas and guides direct reports as appropriate.
• Consistently recognizes problem situations that require action and proceeds accordingly in a calm, professional manner; demonstrating strong customer service, effective conflict resolution and service recovery skills.
• Ensures regular communication of clinic, site, and department information to team as necessary or appropriate.
• Conducts team meetings/huddles as scheduled or necessary.
• Supports supervisor in a variety of department/administrative functions as directed.
• Promotes cost reduction targets within the team.
• Performs additional tasks as assigned.
• Creates and maintains essential data and files to provide for department reports as directed by manager/supervisor, (i.e. staffing and project updates).
• Evaluates issues and follows through to seek resolution.
• Attends and assist with department meetings.
• Provides consistent feedback on overall operations of department(s) to direct supervisor.
• Orders supplies as needed.
• Coordinate preventive maintenance and on-demand service for all equipment, as applicable.

Preferred Qualifications

No preferred qualifications provided.