Operations Lead: Patient Access & Front Desk

Springfield Clinic; Springfield (IL); Sur place; USD 70 000 - 110 000; Plein temps

Résumé du poste

Springfield Clinic is seeking an Operations Lead to oversee the Patient Concierge, PAS, and Call Center teams. This role manages front-end operations and revenue cycle workflow, supports performance appraisals, and helps with scheduling and coverage to ensure smooth patient experiences.

The role emphasizes training, leadership, and collaboration with Learning & Development, with focus on improving processes, staffing, and daily operations to optimize patient access and satisfaction.

Qualifications

• Minimum Education: High School or GED; Associates preferred.
• Four years of direct customer service, hospitality, or patient concierge experience.
• Two years of medical office and/or phone experience preferred.
• Leadership experience preferred.

Responsabilités

• Lead the Patient Concierge, PAS, and Call Center team; oversee front-end operations and revenue cycle workflow.
• Support the Operations Manager with staffing, coverage, scheduling, and training.
• Develop and monitor metrics and reporting for daily/weekly/monthly operations.
• Provide excellent customer service and adhere to policies and Code of Conduct.
• Assist with patient access duties and resolve front-end patient issues and complaints.
• Collaborate with Learning & Development to train new staff and improve training approaches.

Connaissances

Leadership

Customer service

Interpersonal communication

Attention to detail

Ability to work under pressure

Flexibility/ scheduling

Technological proficiency

Formation

High School diploma or GED

Associates degree preferred

Outils

TW system

APM system

Payroll system

Description du poste

Springfield Clinic is seeking an Operations Lead to oversee the Patient Concierge, PAS, and Call Center teams. This role manages front-end operations and revenue cycle workflow, supports performance appraisals, and helps with scheduling and coverage to ensure smooth patient experiences.

The role emphasizes training, leadership, and collaboration with Learning & Development, with focus on improving processes, staffing, and daily operations to optimize patient access and satisfaction.