Lead Front Desk Coordinator - Azura

PURPOSE AND SCOPE:

Leads an assigned Front Desk team responsible for the receipt and processing of calls, facsimiles and emails for patient scheduling and registration into the outpatient access center.

Provides support, leadership and subject matter expertise to the team as appropriate, intervening on challenging admission issues when needed.

 Ensures compliance with divisional and company standard operating procedures, and all local, state and federal regulatory requirements.

Embrace intermediate management level responsibilities as directed by Center Manager, Regional Director of Operations, and Director of Support Services as needed.

Those tasks include, but aren't limited to: conflict resolution, collaborative reporting on team performance, assistance with evaluations and overall workflow improvement initiatives. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:  


* Tracks the productivity of the assigned team, working with each Patient Service Coordinator (PSC) to ensure daily goals are achieved and that the PSC's workload is appropriately balanced.  Reassigns workload in the absence of a team member, assuming some of the workload as necessary.


* Responsible for functions as defined for the PSC position and assists in fulfilling those primary responsibilities as needed particularly during high volume intake times and when openings within the teams are present.


* Monitors the NextGen in-box and office PVL - assigning new following up on items with team members as appropriate. 


* Evaluates PSC's knowledge regarding their primary duties, identifies need for additional training and provides remedial education as necessary.


* Intervenes in challenging situations involving patient registration processes with escalation to the appropriate manager as necessary (e.g.

delayed pre-appointment lab work, transportation issues, self-payment discussions, etc.).


* Mentors new staff members to facilitate attainment of required job skills and knowledge and intervenes where necessary to ensure appropriate treatment of situation and task. 


* Provides input regarding recruiting new team staff members and regarding team performance evaluations and assessments.  Keeps Center Manager current with any team member performance issues as applicable.


* Provides management with continual evaluation of effectiveness of processes and procedures, recommending methods to improve operations, efficiency and service to customers. 


* Works closely with the Director of Support Services, Center Manager, Regional Director, as well as additional team Leads and team members to coordinate service improvements in the admissions process.


* Ensures all actions taken and all tasks performed by team are according to division and company policies and department standard operating procedures.


* Consults with and updates Center Manager regularly regarding any team issues, task difficulties and complex problems to ensure appropriate an...