Lead, Operations; Endo

The Operations Lead is responsible for training, support, and development of the Patient Concierge, PAS, and Call center team members. They assist in the daily oversight of front end, monitor, and track the front-end operations & revenue cycle department workflow, provide input for performance appraisals, and assist in front end management, scheduling & coverage as needed to ensure appropriate coverage. Evaluate and prioritize the work to be done and recommend adjustments to the manager that will improve patient experience.

Reports to the Operations Manager.

• Serve as Patient Access Specialist Lead.
• Serve as front end business and operations support.
• Assist operations manager with Patient Concierge, PAS, and Call Center staff oversight, including: monitor and approve requests for time off, enter absentee reports into payroll system. Participate as needed in interviewing and assist in selecting qualified PAC candidates, provide performance feedback on staff, scheduling, training/education, serve as APM Super User and lead for business operations and SC Initiatives.
• Assist Operations Manager with metrics and reporting needs, daily, weekly, monthly.
• Serve as a role model for the Patient Concierge, PAS, and Call Center population, demonstrating leadership, professionalism, and interpersonal skills that foster an open, safe environment for learning and communication.
• In partnership with Learning & Development, the Operations Lead will assist in the training and learning experiences for new Patient Concierge, PAS, and Call Center staff at various points throughout the year, whether in the classroom or in the field. The Operations Lead will utilize best practice in adult learning modality, proper facilitation, and participative inside and outside the classroom (Training vs.
  
  Telling methodology), validate and measure learning outcomes. The Operations Lead will partner with the PAS program facilitators/trainers in reassessing the training approach for continued improvement.
• Demonstrates knowledge and application of adult learning principles, including the ability to work with a diverse population and incorporate teaching strategies to meet the needs of all learners.
• Function as Super User and serve as a resource for software issues, daily troubleshooting and education including identification and resolution of technical issues.
• Create and maintain accountability for Patient Concierge, PAS, and Call Center staff ensuring workflow efficiency and accurate staffing. Maintain reception assignments and call coverage.
• Support the Manager in organizing special projects/audits, and in meeting goals set by SC as needed.
• Perform patient access duties, including answering incoming calls, checking patients in, verifying patient information, and updating information/registering new patients, collecting co-pays and/or payments, scheduling appointments, managing provider schedules, etc. Serve as lead for resolving front end patient complaints.
• Adhere to and reinforce appropriate workflow processes. Report any workflow problems/complaints to the Manager.
• Adhere to, comply with, and reinforce all SC policies.
• Review, manage, and work front desk, call center and overdue task lists in TW specific to department.
• Assign and ensure bump lists/wait lists are worked daily.
• Review patient insurance eligibility.
• Review, manage, and work RCx Rules & APM Task Lists:
  Review charge edit task lists (inclusive of missing encounters report) to ensure timely TAT/resolution and to identify & communicate potential issues/anomalies/trends.
• Complete daily deposit.
• Review, manage, and work Month End Close process. Ensure all charges for the closing month are processed through RCx Rules, posted, imported, and related charge batches are closed in APM by 2pm on the 2nd calendar day of the following month. Ensure all payment batches for the closing month are closed and balanced in APM by 2pm on the 2nd calendar day of the following month.
• Execute provider schedule changes.
• Work with the team to address no-show patients and pre-appointment cancellation calls.
• Work with the team to ensure normal letters via Portal.
• Assist…