Job Description
Job Overview:
Surgery Scheduling Team Lead Principal accountabilities
The Surgery Scheduling team lead is responsible for tactical leadership of the Surgery Scheduling staff as they execute the tasks required to deliver and exceptional customer service experience throughout the surgery scheduling process.
The Surgery Scheduling coordinator is responsible for the management and organization of most aspects of specialists' surgery schedules in outside facilities. This includes, but is not limited to, the following;assurring pre-certification of all scheduled surgeries following the workflow process, scheduling elective and urgent surgeries and communicating pertinent information to appropriate departments and personnel regarding patient's surgery. Communicates effectively with patients and providers at all times.
Job Requirements:
High School Degree or GED in Healthcare
Cadence
Epic
2-3 years experience Customer Service Healthcare
Job Responsibilities:
Other job-related information:
This position provides on the floor leadership through work direction, coaching, mentoring and continual process improvement. Handles escalated patient care issues either through direct personal action or referral to the proper individual/department. Partner on the development of departmental guidelines and training materials in conjunction with the supervisor/manager and trainer for the department. Effectively resolves complex customer complaints. Enforces established standards and performance measures. Responsible for meeting goals and objectives for designated teams. Interprets daily workload requirements for the staff and ensures agreed upon follow-up measurement mechanisms. Acts independently to to determine methods and procedures with the scheduling process. Evaluates situations that impact operations and decides the level of support and response required to correct. Ability to clearly communicate with a diverse customer base. This is a working position which relates to greater than 75% of the day working the service line scheduling process. Will quarterly tour and work with the center staff to obtain feedback. Works with Service line and facility scheduling leadership to ensure favorable outcomes for all patients and providers. Meets frequently with management to discuss performance observations as issues relate to staff and process with the surgery scheduling department and specific service lines.
Working Conditions:
Climbing - Rarely
Concentrating - Consistently
Continous Learning - Consistently
Hearing: Conversation - Frequently
Interpersonal Communication - Consistently
Kneeling - Rarely
Lifting <10 Lbs - Rarely
Lifting 50 Lbs - Rarely
Lifting 11-50 Lbs - Rarely
Pulling - Rarely
Pushing - Rarely
Reaching - Rarely
Reading - Consistently
Sitting - Consistently
Standing - Frequently
Stooping - Rarely
Thinking/Reasoning - Consistently
Use of Hands - Frequently
Color Vision - Consistently
Walking - Frequently
TriHealth SERVE Standards and ALWAYS Behaviors
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:
Serve: ALWAYS...
•Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
•Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
•Refrain from using cell phones for personal reasons in public spaces or patient care areas
Excel: ALWAYS...
•Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
•Offer patients and guests priority when waiting (lines, elevators)
•Work on improving quality, safety, and service
Respect: ALWAYS...
•Respect cultural and spiritual differences and honor individual preferences.
•Respect everyone's opinion and contribution, regardless of title/role.
•Speak positively about my team members and other departments in front of patients and guests.
Value: ALWAYS...
•Value the time of others by striving to be on time, prepared and actively participating.
•Pick up trash, ensuring the physical environment is clean and safe.
•Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
Engage: ALWAYS...
•Acknowledge wins and frequently thank team members and others for contributions.
•Show courtesy and compassion with customers, team members and the community