Team Lead Patient Support Services- FT- Trinity Health Livingston

SUMMARY:

Assists the Service Delivery Leader (SDL) with coordination of and leads the daily work assignments of department employees. Actively participates in identifying department opportunities for improvement, creative thought for problem solving, and communicating potential improvement ideas with SDL. Acts as a resource person and role model for employees as to techniques, policies/procedures, rules/regulations, and customer service standards.

DUTIES AND RESPONSIBLITES:

• Performs all duties and functions of the department as needed (e.g. coverage for breaks, meals, absences, or high volumes).
• Demonstrates hands-on knowledge of procedures and processes unique to the department; demonstrates ability to readily acquire new knowledge.
• Performs as a liaison with other departments related to work processes.
• Evaluates work processes; identifies and makes recommendations for improvements; measures changes and assesses impact to the workflow.
• Responsible for staff schedules, completing Kronos in the absence of the SDL, plans work priorities and coordinates daily work activities of the department.
• Provides ongoing review of policies and procedures and ensures compliance with all departmental, system and/or regulatory agency requirements.
• Knowledgeable in the content of SJMHS safety/emergency procedures and monitors staff compliance with same.
• Provides accurate and timely performance feedback to team members.
• Assists the SDL in identifying training and educational needs of the team; develops educational plans and assists in training.
• Maintains personal competency by attending and participating in seminars and training sessions.
• Encourages and fosters team empowerment in work activities; solicits input and feedback from team members.
• Coordinates and assigns work according to the levels of talents and skills required.
• Serves as problem-solver and resource for the work team, keeping the SDL apprised of issues.
• Assures continued competencies of team members related to annual departmental or system requirements, or due to change in workflow, system enhancements, and/or other environmental factors.
• Provides input to SDL for staff evaluations or performance issues.
• Provides an ongoing review of departmental policies and procedures, reporting needed revision to the SDL.
• Gathers data to measure team effectiveness and productivity; prepares necessary reports or summaries of team activities. Provides a variety of statistical reports as requested.
• Demonstrates knowledge and skills to effectively interact with systems utilized by the department (e.g. Workforce Central, Healthstream, Excel).
• Responsible for effectively communicating with team members.
• Promotes tidiness and organization of team’s work area(s); coordinates acquisition and maintenance of necessary supplies and equipment operation.
• Promotes excellent customer services skills at all times.
• Performs ad hoc projects and other duties as assigned by the SDL.
• Maintains good rapport and cooperative relationships. Approaches conflict and/or stressful situation in a constructive manner. Helps to identify problems, offer solutions, and participate in their resolution.
• Maintains the confidentiality of information acquired pertaining to patient, physicians, employees, and visitors to St. Joseph Mercy Hospital. Discusses patient and hospital information only among appropriate personnel in appropriately private places.
• Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.

EDUCATION AND EXPERIENCE:

Education:

• Requires a high school diploma or GED equivalent.

Experience:

• One to two year(s) related experience. Three to six months’ previous experience with computers.

Required Skills and Abilities:

• Demonstrates good verbal and written communication skills and effective conflict management skills.
• Ability to provide employees instruction in and interpretation of departmental processes, protocol or procedure.
• Self-starter, ability to assume responsibility. Analytical skills necessary to make decisions, particularly in a leadership role to employees.
• Ability to work independently and to stay calm, act quickly, and follow policy and procedures in stressful situations.
• Demonstrates ability to acquire and implement new ideas and processes.
• Demonstrates critical thinking, problem solving skills, and works effectively in a stressful environment.
• Demonstrates the knowledge, skills, and terminology required of the work team.
• Demonstrates the organizational skills to create work plans and schedules.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.