Patient Attendant Team Lead

Carolina-Asthma-; Charlotte (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Carolina-Asthma- in Eastover- Charlotte, NC is seeking an experienced scheduling support role to assist patient attendants and referrals. The position serves as back-up to the team and supervisor, ensuring patient needs and preferences are met while coordinating with both departments.

Responsibilities include overseeing scheduling duties, monitoring the 3CX phone system, strengthening PCP relationships, and analyzing appointment reports to drive improvements. On-site work is required.

Qualifications

• High school diploma required.
• Minimum one year scheduling or call center experience.
• Knowledge of medical practice scheduling protocols.
• Ability to analyze data and improve processes.
• On-site work requirement.

Responsibilities

• Oversee duties of the Patient Attendant and Referrals departments, including scheduling and staff evaluation.
• Monitor the 3CX phone system.
• Strengthen PCP relationships and collect feedback.
• Resolve issues for appointment schedulers regarding patient needs or complaints.
• Analyze reports on appointment patterns and make improvement recommendations.
• Collaborate with staff and act as liaison between team and supervisor.
• Assist with referral management and update policies.

Skills

Training schedulers

Scheduler performance

Issue resolution

Education

High school diploma

Tools

Scheduling software

Job description

Job Details:

Level: Experienced

Job Location: Eastover - Charlotte, NC 28204

Position Type: Full Time

General Summary: An exempt position responsible for providing support to patient attendants/referrals department and serving as back-up support to the team and supervisor. Works closely with both departments and supervisor to ensure employee and patient needs preferences are met.

Essential Job Responsibilities:

• Help the supervisor oversee the duties and functions of the Patient Attendant and Referrals departments. Including scheduling, participation in hiring, training, and evaluation to ensure scheduling policies and processes are carried out with accuracy.
• Helps supervisor to monitor phone system 3CX software
• Works to strengthen relationships with PCP practices and obtain helpful feedback.
• Acts as resource to provide resolution for appointment schedulers when they encounter patient issues such as request for work in appointments or patient complaints/dissatisfaction with appointments.
• Helps analyzing reports on appointment patterns, including incoming and outgoing call volumes, referrals, cancelation, trends, complaints, errors, and evaluate results. Makes recommendations about improvement opportunities.
• Work as a team player and be willing to assist staff in their daily duties to assist their team in providing good efficient patient care when staff are out or reassigned.
• Acts as a liaison between staff and supervisor to ensure that quality services are provided to all departments.
• Help supervisor manage Incoming and Outgoing Referrals and Luma
• Help to keep policies and procedures updated for departments
• Manage Duplicate Charts
• Help supervisor to review resumes and conduct in person interviews before hiring and training staff
• Brings positive attitude to all staff involved!

Qualifications Education:

High school diploma

Experience:

Minimum one year of scheduling, call center experience.

Other Requirements:

Mandatory on site

Knowledge:

• Knowledge of medical practice protocols related to appointment scheduling.
• Knowledge of medical terminology for interpreting physician instructions and patient needs.
• Knowledge of confidentiality requirements related to patient information.

Skills:

• Skill in training new appointment schedulers about medical practice scheduling system.
• Skill in evaluating scheduler performance and correcting performance deviations.
• Skill in serving as resource to schedulers with questions or issues and about the computerized system.

Abilities:

• Ability to communicate instructions clearly.
• Ability to collaborate with all staff to meet needs.
• Ability to analyze data reports and make recommendations for improvement.

Equipment Operated:

Standard office equipment with emphasis on telephone and computer hardware/software.

Work Environment:

Medical office, well lighted, well ventilated. Rare contact with patients.