Team Leader

Job Title: Team Leader

Location: Barnabas Health Medical Group

Department Name: Patient Access Services

Req #: 0000251018

Status: Hourly

Shift: Day

Pay Range: $21.63 - $27.13 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Summary of Job Function

The Patient Representative Team Lead is responsible for effectively responding to inbound new and current patient calls for RWJBarnabas Health affiliated offices and schedule first time and returning patient follow-up appointments, strategically scheduling patients to the provider that will best suit their needs based on a series of clinical indicators,

Will schedule patients and handle general questions with genuine empathy, striving to exceed patients expectations on every call,

Assists staff in any area of the department where immediate help is needed including training and onboarding of all new schedulers,

Acts as the first point of contact for coordinator and fills in for supervisor when necessary,

Understands and is able to perform all job functions of scheduling and pre-registration,

Uses available tools to provide departmental quality assurance,

Is a consistent, positive, reliable leader for the department and participates in evening coverage rotation to ensure completion of department tasks,

Acts as a liaison between the schedulers and supervisors,

Basic Qualifications:

High School Diploma or GED,

At least three years experience as a Patient Access Scheduler in a call center setting is required,

Leadership competencies are essential,

Computer and Microsoft Office proficiency required,

Knowledge of medical terminology preferred,

Essential Duties and Responsibilities

Handle inbound and outbound calls to answer general questions with the goal of increasing business through customer satisfaction and customer retention,

Handle all calls from patients and internal/external customers with courtesy and patience,

Utilize knowledge tools to understand accepted insurance, office hours, scheduling guidelines and physician details,

Must identify payer type to appropriately obtain insurance benefits to check status eligibility,

Confirm, cancel and reschedule appointments as necessary,

Follow up with patients as necessary to gather any missing demographics, insurance, referral and/or authorization information before the patient visit,

Field and resolve patient concerns, escalating to appropriate supervisor when situation necessitates

Exceed department performance targets to include; meeting average calls handled for the month, productivity goals, quality assurance expectations, maintain a strong appointment booked to appointment show conversion, and appointment show to surgical conversion ratio,

Assists staff in any area of the department where immediate help is needed, this includes but is not limiting to hospital scheduling, physician scheduling, pre-registration, insurance verification and follow up and pre-certification,

Closely monitors the pre-registration section (where applicable) to see that all patient demographics are maintained and recorded accurately

Courteously handles all problems and complaints with regard to patients, physicians and department personnel in the absence of the supervisor,(very reliable)

Fills in for the supervisor when necessary to assure cross training of staff for all areas of the department,

Understands and demonstrates proficiency with organizational reports,

Uses quality and process improvement tools to drive increase performance,

Assures all tasks are appropriately completed in a timely and effective fashion,

Has input into the department work schedule prepared by the supervisor when necessary,

Aids in the delegation of task assignments in the events of call outs,

Keeps supervisor informed at all times of any situations or problems which may need his/her attention,

Acts as a liaison between the staff and management,

Works with staff to see that department phones are answered quickly and all messages are relayed appropriately,

Maintains own active working position while assuming the extra responsibilities,

Skills Required

Attendance/Punctuality - Adheres to assigned work schedule; ensures work responsibilities are covered when absent; arrives to meetings on time,

Dedication to delivering excellent customer service while remaining calm, flexible and invested in the patient s journey,

Problem-solving skills to help find creative solutions to patients/schedulers needs, committed to first call resolution for every patient

Empathy for patients and devotion to work accurately and with discretion as you would be working with sensitive data,

Detail orientated and strong organizations skills

Strong listening skills are required,

Enthusiasm to work independently and on a collaborative team,

Ability to handle multiple inbound calls in a fast-paced environment,

Excellent verbal and written communication skills,

Ability to talk and type simultaneously,

Ability to multitask and navigate several systems at the same time,

Confident learning new software systems and intermediate knowledge of Microsoft Excel and Word; familiarity with Internet and email software,

Have the capacity to hold information in confidence,

Other Skills and Abilities - Requires fundamental knowledge to navigate company's customer information systems and/or order system along with adequate knowledge of company, services, and products,

Ability to read, write and speak English; Ability to speak fluent Spanish as required by location,

Benefits and Perks :

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team.  We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time.  As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health. 

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

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RWJBarnabas Health is an Equal Opportunity Employer