Team Lead - UHAE Access Center

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Serves as the initial point of contact for scheduling, messaging and operational questions from the Scheduling Call Center staff. Acts as a liaison between the Scheduling Call Center staff and the Supervisor, Patient Access and Manager, Practice Operations, to ensure appropriate communication of issues and protocol changes. Also continues to perform the duties and functions of a Centralized Scheduler.

Minimum Qualifications

EDUCATION, CERTIFICATION, EXPERIENCE, AND/OR LICENSURE:

• High school diploma or equivalent.
• Two (2) years relevant experience.
  
  

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

• Schedules outpatients in accordance with scheduling guidelines, with the ability to prioritize according to patient needs.
• Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.
• Schedules patients/customers based on scheduling guidelines and medical appropriateness.
• Researches required information using accessible resources.
• Routing inbound calls to appropriate resources.
• Obtaining and collecting all necessary information from the patient/customer to schedule the appointment.
• Manages communication and coordination between the patient/customer and the providers/clinics.
• Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representative as needed.
• Participates in on-going educational activities to develop, maintain, and enhance professional expertise.
• Initial point of contact Centralized Schedulers in the Scheduling Call Center.
• If at any time, the Team Lead is unable to resolve an issue, they will confer with the Supervisor, Call Center and Manager, Patient Access.
• Works closely with Clinic Management, to ensure adequate communication between the Scheduling Call Center and the Clinic.
• Performs all duties of a Centralized Scheduler
• Must exceed expectations of a Registration Specialist and have an in-depth knowledge of the Call Center operations, scheduling, messaging and EPIC functions.
• Adheres to the established Performance Expectations for WVU Medicine Employees in the areas of People, Service, Performance Improvement, and Shared Values & Culture.
• Answer all questions regarding their Pod
• Oversee training for new employees for their pods
• Other duties may be assigned.
  
  

PHYSICAL REQUIREMENTS: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit for extended periods of time.
• Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment
• Position requires the use of a headset
  
  

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Job Description

Team Lead:

Be the subject matter expert for the Centralized Schedulers and Centralized Scheduler Specialists.

Excel in Epic Cadence (scheduling) and Prelude (registration) knowledge.

Become a Credentialed Trainer

Excel in Epic Templating as back up to the Centralized Scheduler Specialist.

Monitor Access Team workflow, productivity, and behavior.

Assist Manager with day-to-day communication between Access Team and others.

Provide feedback on Access Center employees to assist Manager with performance evaluations.

Microsoft Office (Outlook, Word, Excel, Teams) proficiency.

Assist Manager with employee record keeping.

Assist Manager with employee timekeeping.

Manage / Assist in reporting for Manager and UHA East Leadership

Assist with patient questions, complaints, and compliments

Be professional in all communication

Embody a positive attitude

Attention to detail.

Excellent written and verbal communication

Assist in coverage of access center positions in times of staffing shortages

Other duties as directed

Centralized Scheduler Role

Welcome the patient with a smile and friendly demeanor. Introduction of yourself.

Have the ability to be accurate in entering patient information.

Possess the ability to keep patient information confidential.

Schedule appointments including patient demographics & reason for visit.

Insurance verification prior to appt as necessary

Update all registration info / scan insurance card & Driver’s License.

• Basic insurance knowledge required within 90 days
  
  

Future scheduling (well visits, follow ups, etc)

• Basic understanding of immunization schedule, insurances requirement for POCT testing
  
  

Answer all incoming calls with proper greeting and direct calls to appropriate individuals or enter EPIC phone message.

Represent UHA East in a positive and professional manner.

Answer incoming questions appropriately.

Send outgoing faxes and mail.

Work together as a team.

Be a liaison between the access center and other offices.

Embody a positive attitude.

Be professional in all communication.

Other duties as directed.

Attention to detail.

Excellent written and verbal communication

Additional Information

• Access Center Operating Hours: Monday through Friday 8a to 5p. Scheduled employees may start earlier than 8a or stay later than 5p.
• Operating Hours subject to change
• Access Center Hub is located in Ranson, WV. Employees will be remote upon completion of training. Employees may be expected to return to Access Center Hub for meetings, trainings, etc.
• Dress attire is business casual when onsite.
• Other duties as assigned.
• As always, maintain a professional attitude.
  
  

Scheduled Weekly Hours

40

Shift

Day (United States of America)

Exempt/Non-Exempt

United States of America (Non-Exempt)

Company

BMC Berkeley Medical Center

Cost Center

8408 UHAE Access Teams

Address

2500 Hospital Drive

Martinsburg

West Virginia

WVU Medicine is proud to be an Equal Opportunity employer. We value diversity among our workforce and invite applications from all qualified applicants regardless of race, ethnicity, culture, gender, sexual orientation, sexual identity, gender identity and expression, socioeconomic status, language, national origin, religious affiliation, spiritual practice, age, mental and physical ability/disability or Veteran status.