Team Lead - Scheduling

JOB SUMMARY:

The Team Lead - Scheduling accounts for the registration and scheduling operations for delivery of patient services. The Team Lead - Scheduling ensures smooth, courteous and efficient service for all patients and their families while responding to customer issues and concerns.

The Team Lead coordinates day-to-day activities associated with accurate and timely gathering of demographic, insurance, and financial information, verification of benefits, and collection of co-pays. The Team Lead - Scheduling tracks ongoing performance indicators with regard to Patient Access metrics and quality initiatives. Schedules and provides support, direction and training to staff.

The Team Lead - Scheduling works collaboratively to ensure that recruitment, onboarding, orientation and service activation responsibilities are carried out in accordance with Sidra’s plans and timelines.

KEY ROLE ACCOUNTABILITIES:

• Coordinates daily patient access and daily workflow activities which impact the quality and timeliness of scheduled services and the revenue cycle.

• Supervises day to day operations of the subordinates. Mentorship, engagement, career development.

• Develops reports, and identifies areas for improvement.

• Develops and maintains positive working relationships.

• Facilitates and participates in cross-functional performance improvement teams. Provides support for strategic and operational projects.

• Sources data collection from all mediums, including scheduling, registration, referral and business intelligence systems.

• Maximizes and optimizes scheduling resources.

• Monitors new national and/or organizational regulations and requirements to ensure timely compliance.

• Serves as a professional role model for staff and acts as an advocate for patients and their families.

• Ensures that service is provided in accordance with established standards of care, policies, guidelines and protocols of Sidra and the State of Qatar.

• Plans for safe staffing patterns, while meeting the department needs.

• Contributes to the development and delivery of departmental objectives using a continuous improvement paradigm.

• Understands the complexities of scheduling different appointment types, resources and diagnostic testing requirements.

• Directs coordination of specific administrative support projects and operations.

• Establishes and implements workflow patterns and operating standards to accommodate scheduling requirements and requests.

• Develops and implements improved office and departmental procedures.

• Works collaboratively and creatively to achieve objectives by embracing new ways of working/practice through utilizing evidence or research and taking the lead in implementing changes as required.

• Reviews the Scheduling Call Center indicators to ensure appointment queues and work lists are completed, prior to the conclusion of business, each day.

• Assists the Manager - Operations in designing or updating operational process related to patient access practice.

• Initiates changes/improvements based on patient feedback and patient satisfaction results.

• Provides a welcoming work environment and monitors and tracks individuals’ progress.

• Ensures ongoing individual performance appraisals are objectively completed for staff members and assists with action plans arising from appraisals as necessary. Provides clear feedback to team members in a manner that is conducive to maintaining and improving performance and counsels and/or disciplines staff when appropriate.

• Acts as reference source for staff (Subject matter expert) in all registration functions (precert/auths/referrals; self-pay patients; patient liabilities; hospital/department policies/procedures.

• Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies

• Adheres to and promotes Sidra’s Values

  QUALIFICATIONS, EXPERIENCE AND SKILLS :
  

• ESSENTIAL
  

  PREFERRED
  

  
  

  Education
  

  Bachelor’s degree in Business Management or healthcare or other relevant field
  

  
  

  Experience
  

  5+ years of experience with 3+ years of progressive supervisory experience
  

  • Experience in Customer Service functions in a multi-cultural organization

  • Experience working in a Arab country, particularly the GCC
    

  
  

  Job Specific Skills and Abilities
  

  • Ability to learn the following applications and utilize on a daily basis:

  • Biometric Application for patient identification Workflow

  • Cerner Patient Management functions (Registration & Scheduling),

  • Radnet / Surginet

  • Powerchart Order Entry

  • PACs, Document scanning into pacs

  • Medical Necessity process

  • Finance Payment System Workflows and receipting

  • Scanning documents into the PEARL record

  • Ad Hoc Transport request process

  • SMS Appointment Reminder process

  • Patient Portal Registration practices

  • MOI Data Integration workflows

  • QNB Counterfeit bill process and equipment

  • Successful completion of medical terminology testing

  • Demonstrated ability to plan and schedule effectively

  • Excellent communication skills

  • Proficiency with Microsoft Office suite

  • Fluency in written and spoken English
    

  • Qatari National

  • Bilingual ability in Arabic and English