What are the responsibilities and job description for the Lead - Patient Services and Scheduling position at ORTHOPAEDIC ASSOCIATES OF WISCONSIN?

Job Description

Description :

The Lead provides support to the medical schedular and patient services teams. In addition, this role supports the Business Office Manager by assisting with team staffing, problem resolution, and team related projects to improve patient service levels.

Requirements : Key Responsibilities

50% Team Leadership :

Supports the PSR team by monitoring patient volume and service. Trains and coaches team members to ensure they have the skills and training necessary to successfully complete their duties. Creates team schedules (monthly and weekly), takes attendance calls and adjusts schedules. Resolves interpersonal issues within the team. Provides high level support to the Business Office Manager including leading projects related to team productivity, staffing, skills, quality, etc. Contributes to team member performance management and evaluation processes. Physically triages patients during times of high volume. Develops effective relationships with all team members to understand and foresee priorities and urgent issues that need attention. Helps to build team coordination, collaboration, and consistency.

25% Patient Service :

Greets and checks in patients for appointments. Collects patient responsibility amounts, as identified in the pre-registration process. Performs visit closure duties, including checking out patients and scheduling future visits. Maintains a neat and orderly work area and lobby.

25% Scheduling :

Schedules patients for medical procedures, assists team members and providers wherever needed, and fills in during staff absences. Answers calls in a prompt, courteous and helpful manner. Obtains and verifies accurate insureace information and demographics to pre-register patients in EPIC. Uses office scheduling processes and protocols. Follows work flow processes to handle assignments in EPIC work queues

Other duties as assigned

Qualifications

Education :

High school diploma or equivalent; Associates degree preferred

Experience :

5 years of related experience, preferably leading others in a clinic environment

Experience leading, training, mentoring, and selecting other team members

Strong technology skills, including Microsoft Office and an EMR (ideally EPIC)

Knowledge / Skills / Abilities :

Able to work with minimal supervision, prioritize work, and work effectively under stress

Ability to anticipate needs, thinking proactively and systemically, and analyze data

Ability to assess others based on objective criteria

Ability to handle sensitive and confidential information

Ability to problem solve in a fast paced and / or ambiguous work environment

Able and willing to step in whenever necessary to handle additional duties

Strong customer service skills (toward patients, providers, team members, management, etc.)

Exceptional interpersonal skills to build and cultivate relationships

Leadership and the ability to get results through others

Strong attention to details and accuracy

Strong communication skills (written, verbal, listening, presentation)

Time management skills, to meet multiple and changing deadlines

Physical Demands

Ability to work in a fast paced, rapidly changing environment

Will need to stoop, bend, and at times lift up to 25 lbs., etc.

Some local travel between sites; may need to flex hours and work early mornings or evenings as needed

Standard office / clinic environments with low noise

Use of standard office equipment while standing or sitting; may sit for long periods of time

Will type and view computer screens for long periods

Equal Employment Opportunity

OAW provides equal employment opportunity to all applicants and employees. OAW disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws.

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Lead - Patient Services and Scheduling

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