GUEST EXPERIENCE TEAM LEAD - CALL CENTER - FULL TIME

Description

Summary/Objective

Enhances the guest experience by warmly welcoming individuals at registration desk. Possess excellent customer service and communication skills. Provides general directions to and within our facilities. Accurately verifies all patient information. Demonstrates mastery in all Patient Access duties to facilitate appointment scheduling within multiple medical specialties. Performs special projects and facilitates staffing needs to provide reception coverage. Displays a positive and professional image at all times to elicit a favorable lasting impression.

 Essential Functions

 

General:

· Maintain open communication with Supervisory Staff, Clinical Services and Providers; acting as a liaison to provide high level of patient satisfaction and customer service.

· Promotes high morale, acting as a role model to include: positive direction; research errors and complaints; and provide feedback and documented outcome to supervisory staff. Functions independently in absence of supervisor.

· Makes recommendations to Supervisory Staff for improvement and/or streamline of processes.

· Provide training to new-hire staff; assist in performing competency evaluations; continually observe skill levels to ensure adequate cross training and implement shared work assignments, adjusting as necessary based on work volume.

· Observe patient volumes at desks to ensure minimal wait times.

· Attend meetings and training sessions to stay current with protocols and processes as they pertain to job and department needs as directed by Patient Access Supervisory Staff.

Checking-in, Scheduling, and Cancelling Appointments/Billing and Payment Collections:

· Must follow HIPPA privacy policy guidelines.

· Follow standard department operating procedures and PFS flags when checking-in, scheduling and cancelling appointments.

· First time patient seen at Watson Clinic provide a privacy notice, required registration forms and obtain signature. Register in Epic to include mastering insurance.

· Verify patient’s demographic information to include address and phone number; update emergency contact information (i.e., guarantor, addresses, seasonal patients, parent(s) if patient is a minor, etc.) avoid creating duplicate patients.

· Obtain and verify current insurance information when scheduling and checking-in patient for appointment. Utilize current Insurance Grid to confirm we are contracted with patient’s insurance carrier. If insurance has changed, signature should be obtained.

· View/Run current eligibility to confirm “Active” status. View benefits to obtain co-pay amount. 

· If insurance is an HMO or requires an authorization (sometimes referred to as a “referral”) – confirm this is in place when applicable. If authorization is required but visit has not been approved – contact Managed Care Representative (MCR) prior to checking-in patient. 

· Collects appropriate pre-pay/co-pay. Enter payment source accurately into Epic. If requested, receipts issued. 

· To ensure appropriate payment source is accurate for (i.e., Liability, work comp, agency grants, employer, VA and legal), guarantor information must be verified/updated. 

· Scan Photo ID and Insurance Card into Epic.

· Have patient sign Self Payment Estimate Acknowledgement form when applicable.

· Provide questionnaire to patient when appropriate pursuant to protocol guidelines. 

· Keep petty cash bag locked throughout the day.

· Close cash drawer accurately prior to leaving for the day, deposit in designated area.

· View provider schedules throughout the day to see if any patient hasn’t been arrived 15 mins prior to their scheduled appointment time. Page lobby to see if patient is present. 

· Works appointment request and pre-reg work queues.

· Completes reschedule/bump lists in a timely manner.

· Assist patients with hearing or language barriers. Able to use Video Relay Interpretation (VRI) equipment. 

Additional Team Leader Duties:

· Possesses skills to be able to cover at all reception desks.

· Rotates weekend standby coverage to be available to work for staff call offs.

· Able to operate/assist with VRI equipment.

· Observe appointment desk and monitor wait times; assist with staffing/provide coverage to site GEN staff.

· Facilitate special projects and implementation of new processes.

· Provide input to patient access supervisor on appraisals for GEN staff.

· Provides clerical support to the patient access supervisor.

· Orders, maintains and controls supply inventories.

· Provides coverage when patient access supervisor is out.

Miscellaneous Duties:

· Monitors lobby throughout the day to ensure patients are not waiting excessive amounts of time. Notifies patients of wait times when providers run behind. Ensures lobby is neat and clean throughout the day as well as remove any items with inappropriate content. 

· Handles phone calls, faxes, voice mail messages, and emails in a professional and timely manner. 

· Utilizes Secure Chat to communicate with providers’ offices.

· Facilitates interactions between pharmaceutical reps with providers’ offices.

Competencies

· Must demonstrate appropriate technical skill level to utilize Epic.

· Must possess and demonstrate excellent public relation skills to effectively communicate with internal and external clientele (to include clear voice and good listening skills). 

· Must be able to follow and uphold policies and procedures to include confidentiality, personal appearance, and parking guidelines. 

· Must be able to work independently with an ability to exercise good judgment, discretion, and decision-making skills.

· Must maintain acceptable attendance record; punctual and reliable pursuant to Clinic Policy. (Is prepared for and arrives to, work & events on-time.) Attends mandatory departmental meetings and training sessions. 

· Adapts to new situations and changing work responsibilities’ occasionally on short notice. Is open to suggestions and constructive criticism and is able to utilize input from others. Looks for acceptable solutions in conflict situations. 

· Continually gains expertise on the job and is receptive to new work assignments. Puts forth an effort to acquire new or broader job knowledge, either through on-the-job opportunities or available training. 

Supervisory Responsibility

N/A

Work Environment & Physical Demands

Physical Surroundings: 

· Must be able to work in a team environment. 

· Works in an office and/or lobby where patients/customers approach desk and may have several phones ringing.

· Must be aware of patients/customers throughout area and/or building. 

· Must be able to multi-task and to adjust work pace to meet patient volume demands in a fast-paced environment demonstrating tact, courtesy, and discretion at all times.

Light Work/Lifting/Reaching/Manual Dexterity:

· Able to sit for extended periods of time.

· Able to get up and down from chair with ability to walk to equipment, lobby, and occasionally offices. 

· Routinely exerts a negligible amount of force to move objects; occasionally exerts up to 10 pounds. 

· Able to lift, carry, push, pull, or stretch to retrieve and/or handle documentation or objects. 

· Able to lift documentation or objects from a lower-to-higher position or moving objects horizontally from position-to-position. 

· Able to extend hand(s) and arm(s) in any direction.

· Able to use computer keyboard and mouse.

· Able to perform continuous fine hand manipulation/motion.

Talking/Hearing/Visual Activity:

· Must be able to communicate or exchange instructions or information by means of spoken word accurately and discreetly. 

· Able to perceive sounds at normal speaking levels with or without correction.

· Able to receive detailed information through oral communication, and to make the discriminations in sound. 

· Must be aware of multiple phone lines ringing and answer phones accordingly (within three rings as per Clinic Policy). Retrieve voicemail messages and respond accordingly.

· Required to have close visual acuity to perform activities such as: viewing a computer terminal, reading, and/or utilizing phone system. 

Travel

· Travel to different Clinic locations for mandatory staff meetings or training sessions. 

Requirements

Required Education and Experience 

· All related education and experience must be within the last five (5) years.

· High School graduate or GED equivalent.

· Must have appropriate math skills to collect payments and make change.

Preferred Education and Experience 

· Must possess knowledge of medical terminology and or knowledge in the medical field.

· Must have a minimum of 2 years’ experience in medical appointment scheduling.

· Must have a minimum of 1-year billing experience within medical or insurance environment. 

· Must have a minimum of 2 years’ experience of customer service.

Additional Eligibility Qualifications

· Must meet department standards for general abilities and typing tests; must have accurate keyboard skills.

· Must have knowledge of Windows-based computer applications.

· Must be detail oriented and able to access data from varied recourses and programs. 

· Must possess professional manner and appearance.