Team Leader Service Center

Description

Job Title: Team Leader – Service Center 

Date: January 25, 2024

Type: This is a full-time position, days and hours of work are Monday-Friday 8 a.m.-5p.m.

Supervision Received: Reports to Service Center Manager

Supervision Exercised: Assists Service Center Manager with staff supervision. Assumes all duties of Service Center Manager when he/she is absent. 

Classification: Nonexempt 

Summary/Objective: Responsible for supporting the Service Center Manager and directing, planning, and helping with coordinating all clerical, clinical and administrative office activities. This position is direct oversight of the patient intake process and the service center. 

Essential Functions: 

· Oversees daily office operations and delegates authority to assigned staff member, when the COO is absent or at the request of COO.

· Helps with staff scheduling and any personnel issues at the request of COO.

· Manage the staffing of the SCR II based on call volume, patient intake needs and outcomes management.

· High level of patient service management knowledge and methods to manage critical conversations and patient needs.

· Takes messages following guidelines related to timeliness and accuracy and processes appropriately.

· Places and return calls scheduling all procedures 

· Handles clerical work associated with incoming referrals, including insurance verification and demographic information, from outside medical sources, mails out new patient packets.

· Handle all questions regarding test scheduling and Botox

· Other duties, as assigned. 

The jobholder must demonstrate current competencies applicable to the job position.

Education: High school diploma or GED

 

Experience: Minimum three years of Front Office, or Call Center supervisory experience required, including one year in medical office.

Knowledge:

• Knowledge of      organizational policies, procedures, and systems.
• Knowledge working      with electronic health records (EHR/EMR) or healthcare related computer      systems.
• Knowledge of      patient confidentiality and HIPAA regulations.
• Knowledge of      clinic office procedures.
• Knowledge of      computer systems and applications.
• Knowledge of      medical practices, terminology, and reimbursement policies.
• Knowledge of      grammar, spelling, punctuation and sentence structure to answer
• Correspondence and      prepare reports.
• Knowledge of phone      reporting capabilities and analysis of work flow and call management

Skills:

· Demonstrated skills in planning, delegating and supervising.

· Must be able to demonstrate critical thinking skills.

· Highly competent in problem solving and decision-making. 

· Skill in planning, organizing, delegating and supervising.

· Skill in evaluating the effectiveness of existing methods and procedures.

· Skill in operating a variety of office equipment and computer programs.

· Skill in problem solving and decision-making.

Abilities:

· Ability to read, interpret and apply policies and procedures.

· Ability to communicate clearly and effectively.

· Ability to set priorities among multiple requests.

· Ability to interact with patients, medical and administrative staff, public effectively.

Work Environment:

This job operates in a clerical, office setting within a confined cubical area. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is role requires one to sit, stand and walk for 8-9 hours per day. This would require the ability to lift objects up to 50 lbs., open filing cabinets and bend or stand on a stool as necessary. This role requires full range of motion, manual dexterity, and hand-eye coordination.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working condition may change as needs evolve at any time with or without notice.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working condition may change as needs evolve at any time with or without notice.