Lead, Operations (Laboratory)

Requirements

• Serve as Patient Access Specialist Lead.
• Serve as front end business and operations support.
• Assist operations manager with Patient Concierge, PAS, and Call Center staff oversight, including: monitor and approve requests for time off, enter absentee reports into payroll system.
• Participate as needed in interviewing and assist in selecting qualified PAC candidates, provide performance feedback on staff, scheduling, training/education, serve as APM Super User and lead for business operations and SC Initiatives.
• Assist Operations Manager with metrics and reporting needs, daily, weekly, monthly.
• Serve as a role model for the Patient Concierge, PAS, and Call Center population, demonstrating leadership, professionalism, and interpersonal skills that foster an open, safe environment for learning and communication.
• In partnership with Learning & Development, the Operations Lead will assist in the training and learning experiences for new Patient Concierge, PAS, and Call Center staff at various points throughout the year, whether in the classroom or in the field.
• Create and maintain accountability for Patient Concierge, PAS, and Call Center staff ensuring workflow efficiency and accurate staffing.
• Maintain reception assignments and call coverage.
• Support the Manager in organizing special projects/audits, and in meeting goals set by SC as needed.
• Perform patient access duties, including answering incoming calls, checking patients in, verifying patient information, and updating information/registering new patients, collecting co-pays and/or payments, scheduling appointments, managing provider schedules, etc.
• Serve as lead for resolving front end patient complaints.
• Adhere to and reinforce appropriate workflow processes.
• Report any workflow problems/complaints to the Manager.
• Adhere to, comply with, and reinforce all SC policies.
• Review, manage, and work front desk, call center and overdue task lists in TW specific to department.
• Assign and ensure bump lists/wait lists are worked daily
• Review patient insurance eligibility.
• Review, manage, and work RCx Rules & APM Task Lists: Review charge edit task lists (inclusive of missing encounters report) to ensure timely TAT/resolution and to identify & communicate potential issues/anomalies/trends.
• Complete daily deposit
• Review, manage, and work Month End Close process. Ensure all charges for the closing month are processed through RCx Rules, posted, imported, and related charge batches are closed in APM by 2pm on the 2nd calendar day of the following month.
• Ensure all payment batches for the closing month are closed and balanced in APM by 2pm on the 2nd calendar day of the following month.
• Execute provider schedule changes.
• Work with the team to address no-show patients and pre-appointment cancellation calls.
• Work with the team to ensure normal letters via Portal.
• Assist with patient billing questions.
• Comply with the SC incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Generous Parental Leave