Lead - Front Desk Coordinator
PURPOSE AND SCOPE:
Leads an assigned Front Desk team responsible for the receipt and processing of calls, facsimiles and emails for patient scheduling and registration into the outpatient access center. Provides support, leadership and subject matter expertise to the team as appropriate, intervening on challenging admission issues when needed. Ensures compliance with divisional and company standard operating procedures, and all local, state and federal regulatory requirements. Embrace intermediate management level responsibilities as directed by Center Manager, Regional Director of Operations, and Director of Support Services as needed. Those tasks include, but aren't limited to: conflict resolution, collaborative reporting on team performance, assistance with evaluations and overall workflow improvement initiatives.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Tracks the productivity of the assigned team, working with each Patient Service Coordinator (PSC) to ensure daily goals are achieved and that the PSC's workload is appropriately balanced. Reassigns workload in the absence of a team member, assuming some of the workload as necessary.
Responsible for functions as defined for the PSC position and assists in fulfilling those primary responsibilities as needed particularly during high volume intake times and when openings within the teams are present.
Monitors the NextGen in-box and office PVL - assigning new following up on items with team members as appropriate.
Evaluates PSC's knowledge regarding their primary duties, identifies need for additional training and provides remedial education as necessary.
Intervenes in challenging situations involving patient registration processes with escalation to the appropriate manager as necessary (e.g. delayed pre-appointment lab work, transportation issues, self-payment discussions, etc.).
Mentors new staff members to facilitate attainment of required job skills and knowledge and intervenes where necessary to ensure appropriate treatment of situation and task.
Provides input regarding recruiting new team staff members and regarding team performance evaluations and assessments. Keeps Center Manager current with any team member performance issues as applicable.
Provides management with continual evaluation of effectiveness of processes and procedures, recommending methods to improve operations, efficiency and service to customers.
Works closely with the Director of Support Services, Center Manager, Regional Director, as well as additional team Leads and team members to coordinate service improvements in the admissions process.
Ensures all actions taken and all tasks performed by team are according to division and company policies and department standard operating procedures.
Consults with and updates Center Manager regularly regarding any team issues, task difficulties and complex problems to ensure appropriate and timely resolution.
Acts as a subject matter expert.
Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
Assist with various projects as assigned by direct supervisor.
Oversees the work of the team members for the initial documentation of patient referral calls and communications regarding patient pre-appointment protocols and requirements. Provides leadership and guidance to team members pertaining to the coordination of the registration process from the initial request for services to the final authorization ensuring all aspects of patient confidentiality are maintained at all times and company admissions goals are attained.
Coordinates the daily responsibilities of a specific team in terms of work load, assisting the Center Manager with the assignment of daily tasks and duties for each team member as these relate to patient registration, follow-up work, coordination and review of medical records.
Other duties as assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Day to day work includes desk and personal computer work and interaction with patients, facility staff and physicians. The position requires travel between assigned facilities and various locations within the community. Travel to regional, Business Unit and Corporate meetings may be required.
The work environment is characteristic of a health care facility with air temperature control and moderate noise levels. May be exposed to infectious and contagious diseases/materials.
High School Diploma required; Associate's Degree desirable
EXPERIENCE AND REQUIRED SKILLS:
- 2 - 4 years' related experience.
- 1 year as a Patient Service Coordinator, or 2+ year directly comparable Customer Service experience.
- Prior managerial or supervisory experience preferred.
- Excellent customer service, communication, organizational, time management and interpersonal skills required.
- Detail oriented with the ability to enter information accurately on paper and into a database system.
- Working knowledge of Microsoft Office applications - Word, Excel, PowerPoint and Lotus Notes.
- Completion of and compliance with the Operational Compliance Program.
- Ability to adapt to change and support new policies and procedures in a positive manner.
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity
Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.