Surgery Scheduling Team Lead - Patient-Centric Ops

Eye Associates Of New Mexico; Santa Fe (NM); On-site; USD 70,000 - 90,000; Full time

Job summary

Eye Associates Of New Mexico in Santa Fe, NM seeks a full-time Team Lead for Surgery Care Coordination to oversee daily surgery scheduling and ensure accuracy and efficiency in patient-centered service.

The role requires leadership of the scheduling staff, collaboration with surgeons, and ongoing process improvements, with emphasis on high standards and exceptional patient experience.

Qualifications

• Successful completion of the EANM Insurance Test.
• Achievement of the CCOA certification preferred.
• Must work well as a member of a team.
• Experience in Microsoft Office and other computer experience.
• Experience and/or training in bookkeeping is preferred.
• Knowledge of Medical Terminology with 2 years of healthcare experience.
• Must be cross-trained and proficient in all surgical subspecialties.
• Successful completion of the Ophthalmology Home Study course and the LMS Customer Service program.
• Must demonstrate the ability to interact with the public in a pleasant, helpful and professional manner.
• Successful completion of the CPSS, the national Certified Patient Service Specialist (CPSS) exam and is expected to maintain the certification by completing all required CE hours within the timeframe designated by the CPSS program

Responsibilities

• Extensive responsibility and oversight of daily surgery scheduling operations to include the workflow of surgery schedulers, ensuring all procedures are scheduled accurately and in compliance with EANM policies.
• Provides on-site supervision for assigned surgery scheduling staff.
• Performs all functions on the surgery care coordinator job description.
• Demonstrates daily through actions and dialogue that the patient's needs and our care for them is our primary concern.
• Ensures accuracy of surgical case information and reviews case requests for completeness, correct CPT/diagnosis codes, required equipment, and special instructions.
• Communicates with surgeons to assure surgery scheduling services provided meet their needs.
• In conjunction with the Regional Surgery Scheduling Manager, is a primary resource in resolving escalated scheduling issues, conflicts, last minute changes, cancellations, and surgeon or patient concerns.
• Contributes to continuing performance and process improvement initiatives.
• Makes recommendations regarding staffing level and handles call ins when Manager is out.
• Maintains surgery scheduling supplies and interacts with vendors for drops, kits, etc.
• May participate in the creation and maintenance of surgical block, interfaces with the surgery block committee and ASC Director for surgeon and surgery dates, keeping Manager and Director informed
• Serves as SCC resource keeping current on all aspects of our surgeries performed in our surgical facilities and process modifications
• Reviews daily surgery reports and assesses the operational processes and performance of the departments
• Participates in Management/Leadership Team's Action Plan development and meetings
• Provides input to the Manager/Director on staff members' performance concerns and evaluations and assists in the process
• Assists with and prepares staff schedules for daily surgery scheduling coverage when requested
• Deals with patient complaints to achieve appropriate resolution and updates Manager and/or Director of decisions. Consults with Manager or Director before communicating decisions in difficult patient situations
• Supports training initiatives for non-clinical support staff members
• Provides assistance with on-site supervision for assigned non-clinical support staff.
• Accepts responsibility for timely arrival and readiness for work at assigned station
• Consistently exhibits behaviors which create a high level of patient and employee satisfaction, which maintains the credibility, integrity and positive image which in turn supports the mission, goals and operations of Eye Associates and contributes to continuous performance improvement
• The annual completion of assigned Learning Management System (LMS) courses is mandatory. Any individual who has not completed their assigned training prior to November 30th of each year may be subject to disciplinary action, up to and including termination of employment.
• Other Duties as assigned

Skills

EANM Insurance Test

CCOA certification

Team player

Microsoft Office

Bookkeeping

Medical Terminology

Cross-trained

Ophthalmology LMS

CPSS certification

Job description

Eye Associates Of New Mexico in Santa Fe, NM seeks a full-time Team Lead for Surgery Care Coordination to oversee daily surgery scheduling and ensure accuracy and efficiency in patient-centered service.

The role requires leadership of the scheduling staff, collaboration with surgeons, and ongoing process improvements, with emphasis on high standards and exceptional patient experience.