Operations Lead

4 weeks ago

Springfield, Illinois, United States Springfield Clinic Full time
Job Summary

The Operations Lead is a critical role at Springfield Clinic, responsible for overseeing the daily operations of the Patient Concierge, PAS, and Call Center teams. This position requires a strong leader who can train, support, and develop team members, while also ensuring the smooth operation of front-end operations and revenue cycle departments.

Key Responsibilities
  • Train and support Patient Concierge, PAS, and Call Center team members
  • Assist in daily oversight of front-end operations and revenue cycle departments
  • Monitor and track workflow, providing input for performance appraisals and assisting in front-end management, scheduling, and coverage
  • Evaluate and prioritize work to be done, recommending adjustments to the manager to improve patient experience
  • Serve as a role model for the Patient Concierge, PAS, and Call Center population, demonstrating leadership, professionalism, and interpersonal skills
  • Partner with Learning & Development to assist in training and learning experiences for new team members
  • Function as Super User and serve as a resource for software issues, daily troubleshooting, and education
  • Create and maintain accountability for team members, ensuring workflow efficiency and accurate staffing
  • Support the Manager in organizing special projects/audits and meeting goals set by SC
  • Perform patient access duties, including answering incoming calls, checking patients in, verifying patient information, and updating information/registering new patients
  • Resolve front-end patient complaints and adhere to and reinforce appropriate workflow processes
  • 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 and complete daily deposit
  • Review, manage, and work Month End Close process, ensuring all charges for the closing month are processed through RCx Rules, posted, imported, and related charge batches are closed in APM
  • Execute provider schedule changes and work with the team to address no-show patients and pre-appointment cancellation calls
  • Work with the team to ensure normal letters via Portal and assist with patient billing questions
  • Comply with the SC incident reporting policy and procedures and 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
Requirements
  • 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
  • Four years of direct customer service, hospitality, or patient concierge experience
  • Comfortable with technology
  • Retail/service/banking industry experience a plus
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

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