Care Center Operations Lead — Patient Services & Scheduling

Kennedy Krieger Institute; Baltimore (MD); On-site; USD 57,140 - 99,305; Full time

Job summary

Kennedy Krieger Institute in Baltimore, MD seeks a Supervisor, Care Center to oversee day-to-day operations, supervise Patient Services Specialists and Scheduling Coordinators, and ensure top-tier customer service. The role partners with the Manager, Administrative Operations, manages staff schedules, provides training, conducts performance evaluations, and maintains manuals.

Educational requirements include an associate degree; a bachelor’s is preferred.

Qualifications

• Associate's degree required.
• Bachelor’s degree in human services related field or health care administration preferred.
• Five years of satisfactory work experience in registration, scheduling, and other patient services in a clinical setting.
• Two years of experience with the Epic system preferred.

Responsibilities

• Provide guidance and supervise a team of Patient Services Specialists and Scheduling Coordinators in day-to-day operations.
• Orient, train, and monitor proficiency of staff and manage daily staff schedules to ensure appropriate coverage.
• Set high performance standards related to teamwork, professionalism, and the positive portrayal of the Institute.
• Work with the Assistant Manager, Care Center to monitor and analyze emerging registration and scheduling needs; allocate staff and resources to resolve issues.
• Conduct timely staff performance evaluations including initial evaluations, annual appraisals, coaching and disciplinary meetings.
• Prepare and maintain updated, accurate Patient Services/Scheduling Coordinator orientation and operations manuals.
• Develop and maintain a quality improvement program to monitor Care Center staff compliance with procedures, quality of data, and effectiveness of system operations.
• Serve as liaison between clinics, the Care Center, Patient Access department, and customers; provide weekly updates to the Manager, Administrative Operations on unfilled appointment timeslots, scheduling issues, waiting lists, pre-authorizations, and Patient Access financials.
• Track new and follow-up patients using the scheduling system and work with providers and Scheduling Coordinators to ensure proper scheduling related to the patient’s needs; maintain provider schedules and keep providers aware of changes.
• Maintain and apply updated understanding of insurance requirements to ensure accurate information is captured in the system for the Patient Access department.
• Assist Patient Services Coordinators with insurance clearance and scheduling issues.
• Provide and participate in required and ongoing training as needed.

Education

Associate's degree

Bachelor’s degree in human services related field or health care administration

Tools

Epic

Job description

Kennedy Krieger Institute in Baltimore, MD seeks a Supervisor, Care Center to oversee day-to-day operations, supervise Patient Services Specialists and Scheduling Coordinators, and ensure top-tier customer service. The role partners with the Manager, Administrative Operations, manages staff schedules, provides training, conducts performance evaluations, and maintains manuals.

Educational requirements include an associate degree; a bachelor’s is preferred.