POSITION SUMMARY

Team Leads are imbedded in various departments to provide support, guidance, and training to assigned team members.  They perform duties that support the department’s efforts towards overall goals working to align team activities with Bayless’s mission and vision.  Team leads are also responsible for helping to identify challenges and opportunities, monitoring trends, and suggesting solutions.

This is a non-exempt position that reports to an assigned supervisor or manager. This position may be in customer service, billing, or other administrative departments.  Department specific knowledge will be required.

Essential Functions

• Partner with supervisor/manager to provide training to assigned team members
  • Help team members understand goals, process/procedures, and act as a resource to answer questions
  • Provide information on relevant technology systems; Acting as point of contact for ongoing questions and inquiries
  • Assist supervisor/manager with evaluating team member performance
    • Provide routine feedback
    • Compile documentation
    • Coordinate and monitor completion of team members’ training plans; Complete and submit training checklist(s)
  • Motivate assigned team members to meet department goals
• Receive and resolve escalated inquiries
  • Actively listen to understand concerns
  • Research causes and solutions
    • Use pre-defined solutions to resolve routine, non-complex, inquiries
    • Escalate complex inquires to supervisor/manager as needed
  • Track and share concerns for discussion with leadership
• Create, update and access confidential patient information while adhering to HIPAA guidelines
  • Perform routine data entry into various software systems
  • Answer or return calls
  • Schedule appointments
  • Add information to appropriate software resource
• Create and distribute department specific reports
• Other duties and special projects as assigned

QUALIFICATIONS

Education and Experience Requirements

• High school diploma or equivalent required
• Two (2) or more years’ professional experience in a similar role (customer service, referrals, billing, etc.); Experience in health care is highly desired
• Ability to communicate effectively orally and in writing, demonstrating professional writing skills
• Intermediate to advanced knowledge of customer service protocols and dispute resolution tactics
• Knowledge of, and ability to use, electronic record keeping systems (EMR, billing software, insurance carrier portals, spreadsheets, etc.)
• Bilingual English/Spanish fluency preferred

Department Specific Knowledge

• Specific responsibilities or activities in field directly related to department in which the position exists
  • Call center (medical preferred)
  • Front office medical clinic
  • Medical insurance and billing
  • Collections

Tools and Equipment Requirements

·        Up to date with advancements in office gadgets and applications (i.e., phone, computer, printer, copier, etc.)

·        Frequent use of Microsoft office products, including but not limited to Outlook, Word, Excel, and PowerPoint. 

·        The ability to use the internet and various web browser software is required.

Physical Working Conditions and Office Setting Description

• This position may be remote, hybrid or in-person based on the assigned department’s business needs.

·        Some travel required to field locations to facilitate execution of responsibilities may be required.  Must be able to travel to locations other than primary worksite

o   Driver’s license and valid insurance may be required when operating a personal vehicle