Team Lead, Orthopedic Surgery, (San Rafael), Full-Time, Days

ABOUT MARINHEALTH
Are you looking for a place where you are empowered to bring innovation to reality Join MarinHealth an integrated independent healthcare system with deep roots throughout the North Bay. With a world-class physician and clinical team an affiliation with UCSF Health an ever-expanding network of clinics and a new state-of-the-art hospital MarinHealth is growing quickly. MarinHealth comprises MarinHealth Medical Center a 327-bed hospital in Greenbrae and 55 primary care and specialty clinics in Marin Sonoma and Napa Counties. We attract healthcares most talented trailblazers who appreciate having the best of both worlds: the pioneering medicine of an academic medical center combined with an independent hospitals personalized caring touch.

MarinHealth is already realizing the benefits of impressive growth and has consistently earned high praise and accolades including being Named One of the Top 250 Hospitals Nationwide by Healthgrades receiving a 5-star Ranking for Overall Hospital Quality from the Centers for Medicare and Medicaid Services and being named the Best Hospital in San Francisco/Marin by Bay Area Parent among others.

Company:

Prima Medical Foundation dba MarinHealth Medical Network

Work Shift:

8 Hour (days) (United States of America)

Scheduled Weekly Hours:

40

Job Description Summary:

The Team Lead is responsible for leading daily departmental operations monitoring team adherence with standardized processes and best practices and maintaining an excellent working relationship with physician office staff to provide off-site administrative support. The Team Lead must have the ability to competently perform the work of the staff that they supervise to assess situations prioritize workloads develop workflow solutions and make recommendations for improvement. The Team Lead will report directly to the Clinic Leader.

Job Requirements Prerequisites and Essential Functions:

Pay Range:
$25.00 - $29.70 - $34.65

Essential Functions and Responsibilities:

Operations:

• Supervising activities of staff responsible for answering inbound patient scheduling calls and staff responsible for processing authorization and referral requests. Monitors for confidentiality accuracy and exceptional customer service.
• Maintains close understanding of department needs and ensures appropriate coverage for all functions daily; including call handling referral and authorization processing and work queue management.
• Utilizes multiple tools to monitor and document agents call handling quality and scheduling accuracy by following practice scheduling protocols and tools. Evaluates scheduling errors and recommends process improvements as necessary.
• Builds safe and trustworthy environment with patients by utilizing both a scripted and non-scripted communication methods.
• Supports the de-escalation of situations involving dissatisfied customers offering patient assistance and support.
• Train and provide immediate assistance to staff on utilizing and maneuvering between several different software systems.
• Meet specified goals and objectives as assigned by management on a regular basis.
• Escalate any problems that may arise to management.
• Assist with other projects as assigned by management.

Continuous Improvement:

• Supports the implementation of programs policies initiatives and tools.
• Contributes ideas and actions towards the continuous improvement of Patient Access related processes within area of influence.

People Development:

• Completes monthly team evaluations and delivers feedback to individual team members along with Clinic Leader.
• Adaptable to learning and disseminating training on new processes concepts and skills.
• Seeks and responds to regular performance feedback from direct leader; provides upward feedback as needed.

Relationship Management:

• Demonstrates and encourages a positive work environment through team building and implementing approved staff recognition and appreciation efforts.
• Supports building strong peer-to-peer relationships through effective communication cross-team support and ad hoc trainings.

Patient Satisfaction:

• Performs revenue cycle tasks necessary to ensure compliance and exceptional customer service.
• Authenticates patient identity throughout all processes.
• May provide directional support to patients and/or family members.
• Maintains knowledge of applicable Federal State and local laws and regulations C.A.R.E.S. as well as MarinHealth policies and procedures in order to ensure adherence in a manner that reflects honest ethical and professional behavior.

Qualifications:

Education:

• Equivalent experience will be accepted in lieu of the required degree or diploma
• High school diploma or General Educational Development (GED) certificate required.

Experience:

• 3 years of recent relevant experience
• 3 years of experience working in an off-site health care contact center preferred
• 3 years within a Medical Network/Medical Group or clinic environment an insurance company managed care organization or other financial service setting performing financial counseling financial clearance and/or customer service activities.

Supervisory Requirements:

• General knowledge of patient access financial counseling and ambulatory settings.
• Working knowledge and understanding of insurance and medical terminology.
• Time management skills and the ability to manage frequent in-person patient contacts while effectively maintaining and documenting data in the patient registration systems.
• Leadership skills including team building and coaching/mentoring with the ability to motivate and engage team members.
• Possess verbal and written communication and active listening skills.
• Accuracy and attentiveness to detail.
• Decision-making and problem-solving skills.
• Must be able to work concurrently on a variety of tasks/projects in diverse environments.
• Ability to meet or exceed targeted customer service productivity and quality standards.
• Computer proficiency skills.
• Requires the ability to work with and maintain confidential information.

Reasonable accommodation(s) to qualified individuals with disabilities are available as part of the application step. If an accommodation is needed please contact Human Resources at or email to initiate the process.

MarinHealth is a diverse community of people with many different talents. We seek candidates whose work experience has prepared them to contribute to our professional C.A.R.E.S standards (Communication Accountability Respect Excellence and Safety) . These behavioral standards help us create a healing environment for patients and colleagues alike. By committing to them and holding ourselves accountable we can build trust and ensure clear communication.

At MarinHealth our top priority is the well-being of our employees patients and community. As such we require all employees to receive necessary immunizations including the measles mumps varicella and seasonal flu vaccinations as a condition of employment and annually thereafter. Additionally the continued recommendation to obtain a COVID booster vaccination status. We understand that some individuals may require medical or religious exemptions from these requirements and we remain committed to prioritizing the health and safety of all. Thank you for helping us in our efforts to maintain a healthy and safe environment.

The compensation for this role listed on this posting is in compliance with applicable law. The selected candidates compensation will be determined based on the individuals skills experience internal/market equity factors and qualifications. This posted minimum and maximum range represents the minimum and maximum of what we reasonably expect to compensate for the position. Furthermore all compensation decisions are ultimately determined in accordance with our compensation philosophy. Compensation for positions covered by collective bargaining agreements are governed by the agreements in the aforementioned document.