Lead, Operations

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.

Job Relationships

Reports to the Operations Manager.

Principal Responsibilities

• 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 with patient billing questions. Comply with the SC incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

License/Certificates

• Certified Medical Administrative Assistant (CMAA) per the National Healthcareer Association required.
  • New requirement 2024: All hired on or before 6/30/2024 have until 12/31/2024 to obtain or 5+ years of Ops Lead, Operations Manager, and/or PAS experience at SC in lieu of certification.
  • If hired after 7/1/2024 must become certified in 1 year of hire date
  • After obtaining one time, there is no requirement to renew

Education/Experience

• Previous leadership experience preferred.
• Two (2) years of medical office and/or phone experience preferred.
• Minimum Education Required: High School graduate, or GED plus training acquired through work experience or additional education. Associates degree preferred or administrative or technical background acquired through completion of 2-3 years of college.
• Four years of direct customer service, hospitality, or patient concierge experience.
• Comfortable with technology.
• Retail/service/banking industry experience a plus.

Knowledge, Skills and Abilities

• Proficient and accurate typing skills required.
• Knowledge of customer service and retail experience is preferred.
• Proficient cashier/clerical skills required.
• Comfortable with handling cash and balancing drawer at end of day.
• Deductive reasoning.
• Ability learning principles to daily operations.
• Ability to work under pressure with accuracy.
• Ability to shift work schedule/hours as business needs require.
• Excellent attendance in previous work environment.
• Demonstrates strong computer skills and knowledge of computer software programs.
• Effective verbal, written and interpersonal communication skills.

Working Environment

• Medical office environment requiring computer-based office work.
• Leader rounding required. May include multiple sites/locations.
• Must have own transportation.

PHI/Privacy Level

HIPAA1