Pre Service Scheduler Lead

Major Responsibilities Acts as a subject matter resource for internal and external scheduling users, patients, and providers, assisting the team by handling more complex scheduling issues, specialized scheduling scenarios, and mentor phone lines. In manager’s or supervisor’s absence, assists in the investigation of safety events/scheduling issues and provides service recovery as a point person for escalation. Serves as a trainer/preceptor for new hires. Serves as a department resource for testing and training new or improved technology systems and processes. Participates in special project assignments, may collect or compile data, may pilot new workflows or processes. Collaborates with Supervisors and Workforce Management Coordinators to assist in real time floor management and assignment of resources. May participate in team member payroll activity. Brings attendance patterns to the attention of the supervisor. Assists supervisors in monitoring work processes to ensure that best practices are deployed to enhance customer services and leverage use of technology. Ensures that standard processes are effectively implemented in Pre‑Service to achieve metrics, department goals and expectations of maximized cash flow and decreased cost of collections. Performs duties of frontline scheduling team members which includes scheduling, registration, informing customers of pre‑payment financial obligations, handling financial transactions and order transcription. Must model Advocate Aurora behaviors. Education / Experience Required Education Required: High School Graduate. Experience Required: Typically requires 4 years of experience in health care, insurance industry, contact center or customer service setting. Knowledge, Skills & Abilities Required Demonstrated ability to identify and understand issues and problems. Examines data and draws logical conclusions based on information available. Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre‑certification requirements. Mathematical aptitude, effective communication skills and critical thinking skills. Ability to handle sensitive and confidential information according to internal policies. Ability to speak effectively to customers or employees of organization, maintaining a pleasant, professional demeanor. Demonstrated ability to lead a team by motivating and facilitating staff professional growth and development. Ability to problem‑solve in a high‑profile and high‑stress area, working independently to set and meet deadlines and prioritize work. Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, Internet Explorer and phone technology. Licensure, Registration And/or Certification Required None Required. Physical Requirements And Working Conditions Must be able to comply with remote work standards. Must be able to sit the majority of the workday. May include intermittent light travel. Operates all equipment necessary to perform the job. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. #J-18808-Ljbffr Aurora Health Care