Patient Experience Team Lead

Job Description

you have a passion for helping others and working in a cooperative team environment? At Memorial Hospital, we believe in giving back to our employees as they provide exceptional care to our patients. This job opportunity is secure and makes a positive impact. Apply today!

Job Summary:

Responsible for the growth and development of the Patient Experience Specialist team and Manages schedules for contracted Specialty Providers. The Patient Experience Team Lead will meet/exceed the organization’s goals and objective in coordination with the Executive Director of Clinical Operations related to the day-to-day operations of the medical clinics.

Trains, supervises, and assists the Patient Experience Specialists, plans, and coordinates a variety of service functions that are related to the front desk operations and the healthcare team to achieve an optimal patient care experience.

These functions include, but are not limited to, reception (client and phone), maintenance of medical records, accounts maintenance, cash processing, ordering of administrative supplies and equipment and data entry.  The Patient Experience Team Lead is under the direct guidance and supervision of the Director of Patient Experience.

Primary Job Responsibilities:

1. Coach, mentor and develop Patient Experience Specialists in their performance of a variety of administrative and public relations and client education duties which facilitate the work of the physicians, physician assistants, nurse practitioners and practice manager who directly or indirectly provide patient care. Ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
2. Create team schedules that align with doctor, team and surgery and outpatient needs while monitoring overtime and payroll costs.
3. Provide guidance and direction to subordinates, including setting performance standards and monitoring performance. Direct on the job training. Mediate interpersonal problems and address concerns with the Director of Patient Experience. Make recommendations to the Executive Director of Clinical Operations concerning personnel matters and assist with follow through of disciplinary actions.
4. Identifies, logs, and resolves patient complaints with regular reports to the Risk Manager/Executive Director of Clinical Operations.
5. Maintains appointment schedule and provider templates. Reviews schedule template and rectifies scheduling issues to include notification of provider availability for access to care.
6. Monitors the collection of co-pays and patient balances and reports metric dashboards for key front-line operations. Monitors to ensure that proper registration forms are completed and pay self pay patients fill out forms and payment contracts as needed
7. Practices equality among all patients in the practice without regard for ability to pay for services.
8. Educate staff on phone protocol and establishes scripting guidelines to ensure patient access entry or questions are completed.
9. Responsible for assignment of additional tasks as needed for patient care to improve efficiency and productivity.
10. Performs and accepts other duties as required.
11. Provide assurance of compliance with all Rural Health Clinic requirements for continued certification.
12. Provide Epic Template management of providers schedules.
13. Ability to travel to other locations/off site as deemed necessary.

Job Specifications: 

Education Requirements:

1. High School graduate or equivalent.
2. Five years experience in medical office preferred.
3. Office Administration Degree

Hours: Monday-Friday, 8am-5pm – Memorial Medical Clinic, Carthage, IL