Administrative Services Team Lead

Job Title

This position provides support to the Adult Administrative Supervisors and is responsible for supporting the day to day operations of Adult Administrative Services. This position contributes significantly to overall customer satisfaction by ensuring that the Adult Administrative Services teams are well motivated and trained, so they can respond to customer requests, issues and concerns and resolve them in a timely and professional manner. Additionally, the position is responsible for assisting the Supervisor with development, analyses and implementation of staffing and training.

Essential Duties

The essential duties include:

1. Providing excellent customer service to patients, co-workers, physicians and clinical staff.
2. On boarding and supporting new employees after they complete New Hire training.
3. Reviewing recorded calls, live interactions and contact for coaching opportunities to advance training and highlight opportunities within the team for improved customer service or processes. Provide feedback to staff and supervisors for quality improvement.
4. Assisting employees and patients with escalated patient interactions.
5. Being the first point of contact for questions and assistance for staff.
6. Facilitating opening and closing procedures.
7. Being fully knowledgeable in admissions, contact center, check-out, or utilization management processes in order to provide day to day assistance, coverage, and support to both patients and staff.
8. Participating in Quality Assessment (QA), Quality Improvement (QI) programs and reporting as directed.
9. Following and initiating emergency procedures.

Other Duties

The other duties include:

1. Serving as backup for other personnel in the Adult Administrative Services Department.

Competencies

The competencies include:

1. Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
2. Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
3. Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers' and own organization's needs.
4. Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
5. Informing and Communicating: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
6. Initiative: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
7. Peer Relationships: Interacts with others in a constructive, positive, and respectful manner, regardless of individual differences. Assists team members or co-workers in achieving personal goals and completing assignments.

Core Values

The core values include:

1. Be available to work as scheduled and report to work on time.
2. Be willing to accept supervision and work well with others.
3. Be well groomed, appropriately for your role and wear ID Badge visibly.
4. Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
5. Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
6. Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
7. Wears appropriate PPE as outlined by the infection control policies and procedures.
8. Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

The minimum qualifications include:

1. Education: High School Diploma or equivalent required
2. Work Experience: A minimum of one year of hospital admissions or patient scheduling experience preferred. Experience in leading the work of others preferred
3. Special Training, Certification or Licensure: None

Salary Range

$22.76 - $30.10

Benefits

At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan
• Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.