p>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.
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.