Lead, Operations

3 days ago

Peoria, United States Springfield Clinic Full time

The Operations Lead is responsible for training, support, and development of the Patient Concierge, PAS, and Call center team members. They assist in the daily oversight of front end, monitor, and track the front-end operations & revenue cycle department workflow, provide input for performance appraisals, and assist in front end management, scheduling & coverage as needed to ensure appropriate coverage. Evaluate and prioritize the work to be done and recommend adjustments to the manager that will improve patient experience.

Job Relationships

Reports to the Operations Manager.

Principal Responsibilities

  • Serve as Patient Concierge 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. The Operations Lead will utilize best practice in adult learning modality, proper facilitation, and participative inside and outside the classroom ("Training vs. Telling" methodology), validate and measure learning outcomes. The Operations Lead will partner with the PAS program facilitators/trainers in reassessing the training approach for continued improvement.
  • Demonstrates knowledge and application of adult learning principles, including the ability to work with a diverse population and incorporate teaching strategies to meet the needs of all learners.
  • Function as Super User and serve as a resource for software issues, daily troubleshooting and education including identification and resolution of technical issues.
  • 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.

Education/Experience

  • Previous leadership experience preferred.
  • Two (2) years of medical office and/or phone experience preferred.
  • Minimum Education Required: High School graduate, or GED plus training acquired through work experience or additional education. Associates degree preferred or administrative or technical background acquired through completion of 2-3 years of college.
  • Four years of direct customer service, hospitality, or patient concierge experience.
  • Comfortable with technology.
  • Retail/service/banking industry experience a plus.

Knowledge, Skills and Abilities

  • Proficient and accurate typing skills required.
  • Knowledge of customer service and retail experience is preferred.
  • Proficient cashier/clerical skills required.
  • Comfortable with handling cash and balancing drawer at end of day.
  • Deductive reasoning.
  • Ability learning principles to daily operations.
  • Ability to work under pressure with accuracy.
  • Ability to shift work schedule/hours as business needs require.
  • Excellent attendance in previous work environment.
  • Demonstrates strong computer skills and knowledge of computer software programs.
  • Effective verbal, written and interpersonal communication skills.

Working Environment

  • Medical office environment requiring computer-based office work.
  • Leader rounding required. May include multiple sites/locations.
  • Must have own transportation.

PHI/Privacy Level

HIPAA1

  • Travel Nurse RN

    2 weeks ago

    Peoria, United States Lead Health Full time

    Job DescriptionLead Health is seeking a travel nurse RN OR - Operating Room for a travel nursing job in Peoria, Illinois.Job Description & RequirementsSpecialty: OR - Operating RoomDiscipline: RNStart Date: 07/08/2024Duration: 26 weeks40 hours per weekShift: 8 hours, daysEmployment Type: TravelWe need a Surgery - PACU Travel RN to make a positive impact on...

  • Lead, Operations

    2 weeks ago

    Peoria, United States Springfield Clinic Full time

    The Operations Lead is responsible for training, support, and development of the Patient Concierge, PAS, and Call center team members. They assist in the daily oversight of front end, monitor, and track the front-end operations & revenue cycle department workflow, provide input for performance appraisals, and assist in front end management, scheduling &...

  • Travel Nurse

    2 days ago

    Peoria, United States Lead Health Full time

    Lead Health is seeking an experienced Post Anesthesia Care Unit Registered Nurse for an exciting Travel Nursing job in Peoria, IL. Shift: 5x8 hr days Start Date: 07/08/2024 Duration: 26 weeks Pay: $2556.8 / Week Join the Traveler Tribe today! We are looking for a RN - Surgery - PACU for our client in Peoria, Illinois. They need a Travel to work 8hr...

  • Travel Nurse

    2 days ago

    Peoria, United States Lead Health Full time

    Lead Health is seeking an experienced Medical Surgical Neurological Registered Nurse for an exciting Travel Nursing job in Peoria, IL. Shift: 3x12 hr nights Start Date: 07/08/2024 Duration: 12 weeks Pay: $2202.4 / Week Join the Traveler Tribe today! We are looking for a RN - Med-Surg - Neuro for our client in Peoria, Illinois. They need a Travel to work...

  • Travel Nurse

    2 days ago

    Peoria, United States Lead Health Full time

    Lead Health is seeking an experienced Telemetry Registered Nurse for an exciting Travel Nursing job in Peoria, IL. Shift: 3x12 hr nights Start Date: 07/22/2024 Duration: 13 weeks Pay: $2216.8 / Week Join the Traveler Tribe today! We are looking for a RN - Telemetry for our client in Peoria, Illinois. They need a Travel to work 12hr Nights, 36hrs per...

  • Travel Nurse

    1 day ago

    Peoria, United States Lead Health Full time

    Lead Health is seeking an experienced Stepdown Unit Registered Nurse for an exciting Travel Nursing job in Peoria, IL. Shift: 3x12 hr nights Start Date: 09/02/2024 Duration: 13 weeks Pay: $2216.8 / Week Join the Traveler Tribe today! We are looking for a RN - Step-Down for our client in Peoria, Illinois. They need a Travel to work 12hr Nights, 36hrs per...

  • Travel Interventional Radiologist

    9 hours ago

    Peoria, United States Lead Health Full time

    Lead Health is seeking an experienced Interventional Radiologist for an exciting Travel Allied job in Peoria, IL. Shift: 5x8 hr days Start Date: 07/22/2024 Duration: 13 weeks Pay: $3316 / Week Join the Traveler Tribe today! We are looking for a Rad Tech - Interventional Radiology for our client in Peoria, Illinois. They need a Travel to work 8hr Days,...

  • Travel Nurse RN

    2 weeks ago

    Peoria, IL, United States Lead Health Full time

    Lead Health is seeking a travel nurse RN OR - Operating Room for a travel nursing job in Peoria, Illinois.Job Description & RequirementsSpecialty: OR - Operating RoomDiscipline: RNStart Date: 07/08/2024Duration: 26 weeks40 hours per weekShift: 8 hours, daysEmployment Type: TravelWe need a Surgery - PACU Travel RN to make a positive impact on patient...

  • 3rd Shift: Receiving Operations Ii Team Lead

    4 weeks ago

    Peoria, United States The Antigua Group Inc Full time

    **Summary of Position**: Direct the workflow and needs of the operations staff in different areas including embroidery, warehouse, shipping, receiving & heat seal while working in conjunction with CICs. Be flexible with learning the functions and responsibilities of an Operations Lead and other transactional functions within all the Operations departments....

  • Warehouse Operations Lead 1st Shift $23.00

    3 weeks ago

    Peoria, United States The Antigua Group Inc Full time

    **Summary of Position**: Direct the workflow and needs of the operations staff in different areas including embroidery, warehouse, shipping, receiving & heat seal while working in conjunction with CICs. Be flexible with learning functions within departments in the office, such as supporting Customer Care or Logo Coordination. You may request a phone...

  • 102 - Bashas' Night Operations Team Lead - 99th Avenue & Beardsley

    3 weeks ago

    Peoria, United States Bashas' Full time

    Position Purpose: The Night Operations Team Lead strives to meet store and night operation team goals ordering, stocking and merchandising products for general department shelves, displays and merchandisers.  Responsibilities:  A Night Operations Team Lead is a responsible, friendly person who can safely work in a fast-paced environment and provide...

  • Event Lead

    2 weeks ago

    Peoria, Illinois, United States Childers Banquet & Catering Center Full time

    Job Description: Banquet Lead We are currently seeking a skilled and dedicated Banquet Lead to join our team. As a Banquet Lead, you will play a pivotal role in the planning, coordination, and execution of banquets and large-scale events. Your primary responsibility will be to ensure the seamless delivery of exceptional service and create memorable...

  • Team Lead Ii

    3 weeks ago

    Peoria, United States G&D Integrated Full time

    The Team Lead is required to know all facets of kitting, shipping and order picking. Additionally the Kitting team lead will be expected to lead employees if supervisor is absent or occupied. This position will require the daily operation of a counterbalance forklift as well as an order-picker. Daily tasks include prioritizing hot parts as well as being the...

  • Sales Lead

    4 weeks ago

    Peoria, Illinois, United States KNITWELL GROUP Full time

    About usLOFT creates modern, feminine, versatile clothing for women with one common style goal: to look and feel confident wherever the day takes them. We empower women to find their authentic self-expression because feeling like yourself is always in style.Here at LOFT, we're busy styling the careers and supporting the lives of everyday optimists just like...

  • Shift Lead

    4 weeks ago

    Peoria, United States Wildflower Full time

    Wildflower has been serving the valley for 26 years and we are looking for motivated leaders to join our team at the airport! The Shift Lead position supports the management team in daily operations through direction of other hourly team members, execution of standard processes, quality assurance, and performance of general labor throughout the work...

  • Team Lead

    4 weeks ago

    Peoria, United States Goodwill Industries of Central Illinois, Inc. Full time

    Description Summary Retail Team Lead is a member of the retail team that is responsible for generating store sales, helping with staff supervision, training of employees by applying excellent customer service as well as general retail, clerical and merchandising standards. This is a full / part time opportunity. Come be a part of our team where you can...

  • Production Lead

    3 weeks ago

    Peoria, United States Aerotek Full time

    **Job Title: Production Lead****Job Description**Seeking a skilled Production Lead to oversee a team of 3-6 individuals in the prep and finishing departments. This role requires an expert in materials preparation skills, with responsibilities including teaching and coaching team members. The successful candidate will play a crucial role in day to day...

  • Discipline Lead-Mechanical

    2 weeks ago

    Peoria, United States Dewberry Full time

    Job DescriptionDewberry's Peoria office is seeking an Discipline Lead -Mechanical , who will be responsible for knowing how to deliver the work committed to in proposals and assigning / leading the appropriate resources to do the work for each discipline area. The Discipline Lead will also assist Project/Client Managers by providing engineering resources ...

  • Evening Shift Lead

    3 days ago

    Peoria, United States C & C PLAYPARK LLC Full time

    Job DescriptionJob DescriptionKidsPark Arrowhead is seeking an evening shift lead at out Peoria/Arrowhead location. The locally owned KidsPark branch is proud to offer unique childcare solutions for modern families, preschool and private birthday parties.Candidates MUST meet the following requirements:Ability to work weekends, including some Friday &...

  • Director of Operations

    2 weeks ago

    Peoria, United States Venky Basam Home Team - Keller Williams Premier Realty Full time

    **About us** Venky Basam Home Team - Keller Williams Premier Realty is a small business in Peoria, IL. We are agile, professional and customer-centric. Venky Basam Home Team had a sales volume of $23M in 2023. Our work environment includes: **Your job title**:**Director of OperationsWhere you will work: Venky Basam Home Team - Keller Williams Premier...