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    "ExternalDescriptionStr": "<p><span style=\"font-family: &quot;&quot;;\">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 &amp; revenue cycle department workflow, provide input for performance appraisals, and assist in front end management, scheduling &amp; 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.</span></p><p><span style=\"font-family: &quot;&quot;;\"><strong>Job Relationships</strong></span></p><p><span style=\"font-family: &quot;&quot;;\">Reports to the Operations Manager.</span></p><p><span style=\"font-family: &quot;&quot;;\"><strong>Principal Responsibilities</strong></span></p><ul><li><span style=\"font-family: &quot;&quot;;\">Serve as Patient Access Specialist Lead.</span></li><li><span style=\"font-family: &quot;&quot;;\">Serve as front end business and operations support.</span></li><li><span style=\"font-family: &quot;&quot;;\">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.</span></li><li><span style=\"font-family: &quot;&quot;;\">Assist Operations Manager with metrics and reporting needs, daily, weekly, monthly.</span></li><li><span style=\"font-family: &quot;&quot;;\">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.</span></li><li><span style=\"font-family: &quot;&quot;;\">In partnership with Learning &amp; 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.&nbsp; The Operations Lead will utilize best practice in adult learning modality, proper facilitation, and participative inside and outside the classroom (“<i>Training vs. Telling</i>” 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.&nbsp;</span></li><li><span style=\"font-family: &quot;&quot;;\">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.</span></li><li><span style=\"font-family: &quot;&quot;;\">Function as Super User and serve as a resource for software issues, daily troubleshooting and education including identification and resolution of technical issues.</span></li><li><span style=\"font-family: &quot;&quot;;\">Create and maintain accountability for Patient Concierge, PAS, and Call Center staff ensuring workflow efficiency and accurate staffing. Maintain reception assignments and call coverage.&nbsp;</span></li><li><span style=\"font-family: &quot;&quot;;\">Support the Manager in organizing special projects/audits, and in meeting goals set by SC as needed.</span></li><li><span style=\"font-family: &quot;&quot;;\">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.</span></li><li><span style=\"font-family: &quot;&quot;;\">Adhere to and reinforce appropriate workflow processes. Report any workflow problems/complaints to the Manager.</span></li><li><span style=\"font-family: &quot;&quot;;\">Adhere to, comply with, and reinforce all SC policies.</span></li><li><span style=\"font-family: &quot;&quot;;\">Review, manage, and work front desk, call center and overdue task lists in TW specific to department.&nbsp;</span></li><li><span style=\"font-family: &quot;&quot;;\">Assign and ensure bump lists/wait lists are worked daily</span></li><li><span style=\"font-family: &quot;&quot;;\">Review patient insurance eligibility.</span></li><li><span style=\"font-family: &quot;&quot;;\">Review, manage, and work RCx Rules &amp; APM Task Lists: Review charge edit task lists (inclusive of missing encounters report) to ensure timely TAT/resolution and to identify &amp; communicate potential issues/anomalies/trends.</span></li><li><span style=\"font-family: &quot;&quot;;\">Complete daily deposit</span></li><li><span style=\"font-family: &quot;&quot;;\">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 2<sup>nd</sup> calendar day of the following month. Ensure all payment batches for the closing month are closed and balanced in APM by 2pm on the 2<sup>nd</sup> calendar day of the following month.</span></li><li><span style=\"font-family: &quot;&quot;;\">Execute provider schedule changes.</span></li><li><span style=\"font-family: &quot;&quot;;\">Work with the team to address no-show patients and pre-appointment cancellation calls.</span></li><li><span style=\"font-family: &quot;&quot;;\">Work with the team to ensure normal letters via Portal.&nbsp;</span></li><li><span style=\"font-family: &quot;&quot;;\">Assist with patient billing questions. Comply with the SC incident reporting policy and procedures.</span></li><li><span style=\"font-family: &quot;&quot;;\">Adhere to all OSHA and Springfield Clinic training &amp; accomplishments as required per policy.</span></li><li><span style=\"font-family: &quot;&quot;;\">Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.</span></li><li><span style=\"font-family: &quot;&quot;;\">Perform other job duties as assigned.</span></li></ul><p><span style=\"font-family: &quot;&quot;;\"><strong>License/Certificates</strong></span></p><ul><li><span style=\"font-size: 10pt;\">Certified Medical Administrative Assistant (CMAA) per the National Healthcareer Association required.</span><ul><li>New requirement 2024: All hired on or before 6/30/2024 have until 12/31/2024 to obtain or 5+ years of Ops Lead, Operations Manager, and/or PAS experience at SC in lieu of certification.&nbsp;</li><li>If hired after 7/1/2024 must become certified in 1 year of hire date</li><li>After obtaining one time, there is no requirement to renew</li></ul></li></ul><p><span style=\"font-family: &quot;&quot;;\"><strong>Education/Experience</strong></span></p><ul><li><span style=\"font-family: &quot;&quot;;\">Previous leadership experience preferred.</span></li><li><span style=\"font-family: &quot;&quot;;\">Two (2) years of medical office and/or phone experience preferred.</span></li><li><span style=\"font-family: &quot;&quot;;\">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.</span></li><li><span style=\"font-family: &quot;&quot;;\">Four years of direct customer service, hospitality, or patient concierge experience.</span></li><li><span style=\"font-family: &quot;&quot;;\">Comfortable with technology.</span></li><li><span style=\"font-family: &quot;&quot;;\">Retail/service/banking industry experience a plus.&nbsp;</span></li></ul><p><span style=\"font-family: &quot;&quot;;\"><strong>Knowledge, Skills and Abilities</strong></span></p><ul><li><span style=\"font-family: &quot;&quot;;\">Proficient and accurate typing skills required.</span></li><li><span style=\"font-family: &quot;&quot;;\">Knowledge of customer service and retail experience is preferred.</span></li><li><span style=\"font-family: &quot;&quot;;\">Proficient cashier/clerical skills required.</span></li><li><span style=\"font-family: &quot;&quot;;\">Comfortable with handling cash and balancing drawer at end of day.</span></li><li><span style=\"font-family: &quot;&quot;;\">Deductive reasoning.</span></li><li><span style=\"font-family: &quot;&quot;;\">Ability learning principles to daily operations.</span></li><li><span style=\"font-family: &quot;&quot;;\">Ability to work under pressure with accuracy.</span></li><li><span style=\"font-family: &quot;&quot;;\">Ability to shift work schedule/hours as business needs require.</span></li><li><span style=\"font-family: &quot;&quot;;\">Excellent attendance in previous work environment.</span></li><li><span style=\"font-family: &quot;&quot;;\">Demonstrates strong computer skills and knowledge of computer software programs.</span></li><li><span style=\"font-family: &quot;&quot;;\">Effective verbal, written and interpersonal communication skills.</span></li></ul><p><span style=\"font-family: &quot;&quot;;\"><strong>Working Environment</strong></span></p><ul><li><span style=\"font-family: &quot;&quot;;\">Medical office environment requiring computer-based office work.&nbsp;</span></li><li><span style=\"font-family: &quot;&quot;;\">Leader rounding required. May include multiple sites/locations.&nbsp;</span></li><li><span style=\"font-family: &quot;&quot;;\">Must have own transportation.&nbsp;</span></li></ul><p><span style=\"font-family: &quot;&quot;;\"><strong>PHI/Privacy Level</strong></span></p><p><span style=\"font-family: &quot;&quot;;\">HIPAA1</span></p>",
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