Patient Services Team Lead
1 week ago
**Opportunities with Optum in the Tri-State region** (formerly CareMount Medical, ProHEALTH New York, Crystal Run Healthcare and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey, and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behind **Caring. Connecting. Growing together.**
**Crystal Run HealthCare,** part of Optum, has an immediate opening for a friendly, patient focused and detailed oriented **Patient Services Team Lead** to join our team. The hours are Monday through Friday a 37.5 hour work week to be determined by the supervisor between the hours of 7:00 am to 7:00 pm.
**Patient Services Team Lead** is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals.
**Location**: 7 Hatfield Lane, Goshen, NY 10924 and 75 Ronald Reagan Blvd, Warwick, NY 10990
**Primary Responsibilities**:
- Adheres to standards of professionalism set by the Practice
- Always maintains professional appearance by adhering to dress code and wearing identification badge
- Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff
- Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members
- Functions as a member of a team committed to quality patient care
- Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice
- Maintains a working knowledge of Practice Policy and Procedures; effectively communicates information regarding the Practice to those who require it
- Attends and contributes to regularly scheduled department Supervisors meetings and Medical Home Meetings
- Facilitates department meetings or reads minutes
- Provides and administers training for Quarterly Patient Services staff meetings
- Completes Mandatory Education annually
- Handles difficult situations and people with tact, professionalism and H.E.A.R.T
- Demonstrates good judgment in escalating difficult situations and people to Management personnel
- Demonstrates flexibility in scheduling and or traveling to meet patient and office needs
- May be required to assist with coverage during time of staffing shortages and may occasionally require travel
- May be required to travel to newly integrated sites to provide training and support
- Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with CRHC policy
- Maintains and promotes a positive work attitude fostering teamwork and acceptance of management decisions
- Assists staff whenever possible, to achieve office goals / patient satisfaction
- Works independently, takes initiative in completing assignments and does so without reminder
- Reviews MD schedules in advance to assure adequate staffing for specific suites and locations and sends out a Daily Staffing Plan
- Completes any and all miscellaneous work i.e. projects, reports, process improvement initiatives, etc. assigned by Physician, Director of Operations or the Director of Patient Access accurately and in a timely fashion
- Maintains supply inventories and equipment necessary for the effective performance of the department/location
- Maintains a neat, organized, orderly environment in the reception and waiting room areas, i.e. magazines physician business cards, brochures, signage, etc
- Administers Patient Services Department Orientation process including Part A and Part B Department checklists to new employees as needed. The Part A entails conducting New Hire Orientation including department policy and procedure review, job description review and basic overview of department operations. Also provides new hires with a work schedule and assures access to Outlook, EPM and Ultipro. The Part B utilizes a competency exercise to evaluate compliance with department policies and procedures
- Assists with training and implementing new software systems, i.e. Phreesia, Crystal Connect, etc
- Monitors all Patient Services staff compliance through daily audits of encounters, fee tickets, Significant Events, reports and on-site departmental observation audits to insure quality, accuracy, and compliance with registration and billing requirements
- Identifies staff that are in need of retraining and provides additional education and support
- Implements supplemental training sessions as needed
- Provide feedback and
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