Home / Team Lead Customer Service - Centralized Scheduling

Team Lead Customer Service - Centralized Scheduling


At Lancaster General Health, our culture is what sets us apart and creates a lasting impression of our health system in the community and in the hearts of our patients and their families. A role with us is more than just a job, we ask that you Live Your Legacy at LGH by finding your passion in your everyday role, committing to those you serve, and reaching for your personal best.

We are recognized as 1 of only 9 hospitals in the entire country with awards in Medicare.Gov, LEAPFROG and Healthgrades Americas 50 Best Hospitals. We have attained four-year Magnet ® recognition status for the fourth time with the American Nurses’ Credentialing Center (ANCC) and we are the 2018 recipient of the Foster G. McGaw Prize in recognition of the commitment to community service.

PENN MEDICINE LANCASTER GENERAL HEALTH offers a comprehensive benefits package:

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program so that our employees can stay actively engaged and committed to living their legacy every day. Together, we will continue to make medical advances that help people live longer, healthier lives.

Join us and be part of a team that empowers you to do more than your job and encourages you to:

Live Your Passion. Live Your Best. Live Your Commitment. Live Your Legacy.

Company

Lancaster General Hospital

Cost Center

2022 Sched/Insurance Validation

Supervisory Organization

PFS Contact Center-Centralized Scheduling

Grade

G08

Benefits of Joining Penn Medicine Lancaster General Health:

PENN MEDICINE LANCASTER GENERAL HEALTH combines a Nationally Ranked Hospital with great schools, safe neighborhoods, affordable housing, local community events and festivals as well as a wealth of cultural and recreational activities. The scenic Susquehanna River Valley provides opportunities for fishing, skiing, kayaking, hiking and mountain biking in addition to easy access to NJ shoreline or Delaware beaches. Urban life is easily accessible, with New York, Baltimore, Philadelphia and Washington D.C. a train ride away. Local universities, Fulton Theatre, the downtown shopping and dining district and local sports teams make Lancaster a great place to Live, Work and Play.

Summary

ATTENTION: Please be aware that, if you are an external applicant, you may need to complete an online assessment as part of the hiring process. This assessment will be sent to the e-mail address that you included in your application. Please note: Some e-mail accounts may receive the assessment e-mail in their junk/spam e-mail. This assessment must be completed within 5 days of receiving it. For more information regarding the assessment, please click HERE.

POSITION SUMMARY: Assists supervisor/manager in daily operations of Patient Access departments.  Responsibilities include employee training, time keeping and completing and preparing reporting documents. Performs quality and assurance data checks to support quantitative measures for the department. Acts as a first line resource for staff and resolves complex registration issues. Reviews daily workloads to include assisting in the oversight of daily operations of the department.  Capable of coordinating and communicating effectively during increased volumes or with complex patients.

40 hrs/week, 8am-4:30pm. Every 5th Sunday on call rotation.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Performs all job functions of the Contact Center Specialist staff, including but not limited to, scheduling, resignation and insurance verification and scheduling. Maintains proficiency and knowledge in all areas of Outpatient and Physician scheduling and provides coverage as needed to meet Service Level goals.
  • Primary Resource for internal customers regarding complaints and concerns and escalated resource for external customer issues. Remains professional and builds effective relationships with key customers.  
  • Monitors real time team performance to drive service level goals. Prepares reports to assess individual staff performance and accuracy and provides feedback to Supervisor/Manager.
  • Assists Supervisor in monitoring Contact Center Specialist phone calls for call quality and accuracy when additional call monitoring support is needed.
  • Provides feedback to supervisor/manager for Annual Performance Reviews.  Assists with Interview process.
  • Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team.
  • Serves as point person for software and process questions or concerns. In conjunction with Supervisor or Manager, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff.
  • Assists with any special projects as assigned.

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

  • Oversees orientation and training for new employees and offers feedback to supervisor/manager throughout onboarding process when the Contact Center Trainer is not available or needs additional training support.
  • Certified EPIC trainer for CAD 102 and/or 112. Assist in   EPIC training for Contact Center staff for Contact Center Trainer when he/she is not available or needs additional support. Conduct the CAD 102 or 112 class, monitor and score the assessment and arrange for access through the Primary Trainer.
  • Other duties as assigned by supervisor/manager.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

  • High school diploma or equivalent required.
  • One (1) year experience as a Customer Service Specialist.
  • One (1) year experience in Revenue Cycle in a Hospital/Medical Office setting.
  • One (1) year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
  • One (1) year experience with basic keyboarding, personal computer use, and other office setting equipment. A health care provider in good standing with Medicare, Medicaid, and other federal and state health insurance programs, i.e. not excluded from participation in Medicare, Medicaid or any other federal or state health insurance program.

PREFERRED QUALIFICATIONS:

  • Associates degree.
  • One (1) year of Epic (or equivalent Electronic Medical Record) experience preferred.
  • One (1) year of leadership experience (formal or informal)
  • EPIC Certified to train CAD 102 and/or CAD 112.  Certification is required at time of hire or within 12 months from hire.

COGNITIVE REQUIREMENTS

Attention/Concentration: The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others:

  • The position requires the ability to attend to more than one aspect of a situation simultaneously.  It is highly likely that multiple task demands are going to be required of the individual at the same time.

New Learning and Memory: The following level of ability is essential for the jobholder to learn and retain material:

  • The position requires that an individual be able to learn new tasks quickly and effectively.  Job requirements change frequently.  The ability to understand and carry out detailed, involved instructions in mandatory.

Problem Solving, Reasoning and Creative Thinking: The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought:

  • The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions.  Some independent thought, planning or origination of options and solutions is necessary.  The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

TEMPERAMENTS:  The following are essential requirements of the position in relation to job-worker situations.  These items describe how a worker must adapt, adjust, conform or act:

  • Leadership, control and planning: Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.

  • Creativity, feelings or ideas: Ability to adapt to situations involving the interpretation of feelings, ideas, or facts in terms of personal viewpoint; to use creativity, self-expression, or imagination.

  • Influencing others: Ability to influence people in their opinions, attitudes or judgments about ideas or things; to motivate, convince or negotiate.

  • Repetitive work: Ability to continuously perform the same type of work for extended periods of time, according to set procedures, sequence or pace.

  • Working within tolerances, set limits or standards: Ability to adapt to situations requiring the precise attainment of set limits, tolerances, or standards; to be precise, thorough, exacting, or meticulous in regard to material worked; or in activities such as numerical determinations, record preparation, or inspecting.

  • Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

  • Communication:  Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.

  • Planning and control: Ability to identify task requirements and monitor progress toward accomplishment.

  • Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.

EQUIPMENT USAGE REQUIREMENTS

Equipment/Tools: Copier/Printer/Fax, Telephone, Computer, Office Supplies.

Software: Microsoft Office Suite

PHYSICAL REQUIREMENTS

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement:

  • Sit: Frequently
  • Stand: Occasionally
  • Walk: Occasionally
  • Bend: Rarely
  • Push: Rarely
  • Pull: Rarely
  • Kneel/Squat: Rarely
  • Reach: Rarely
  • Twist: Rarely
  • Balance: Rarely
  • Climb: Rarely

Lifting: Degree of physical exertion is:

Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.

Sensory Abilities specifically required:

  • Vision
  • Hearing

PHYSICAL ENVIRONMENT

WORKING CONDITIONS: Exposure to hazardous conditions/ materials is negligible.

           

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards.  The percentages of time spent performing job duties are estimates, and should not be considered absolute.  The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.  Incumbent must be able to perform all job functions safely.

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

 

Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

BURLE Full Time Posted on 10/20/2020