Team Lead - Scheduling

Sidra Medicine; Qatar; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading healthcare institution in Qatar is seeking a Team Lead - Scheduling to coordinate patient registration and scheduling operations. The ideal candidate will have over 5 years of experience, with strong supervisory skills and a background in customer service within a multicultural setting. Responsibilities include monitoring workflows, staff supervision, and ensuring compliance with standards. This role requires excellent communication skills and the ability to work in a dynamic environment.

Qualifications

• 5+ years of experience with 3+ years of progressive supervisory experience.
• Experience working in an Arab country, particularly the GCC.
• Demonstrated ability to plan and schedule effectively.

Responsibilities

• Coordinates daily patient access and workflow activities.
• Supervises day-to-day operations and staff development.
• Ensures compliance with organizational policies and national regulations.

Skills

Customer Service in multicultural organization

Excellent communication skills

Planning and scheduling

Fluency in English

Education

Bachelor’s degree in Business Management or healthcare

Tools

Cerner Patient Management

Microsoft Office Suite

Job description

JOB SUMMARY

The Team Lead - Scheduling accounts for the registration and scheduling operations for the 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

• 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
• Preferred:
  • Qatari National
  • Bilingual ability in Arabic and English