Team Leader

Epiphany Business Services, Llc; Weldon Spring (MO); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

Short-term disability

Mental health services

Vision insurance

Dental insurance

401k with company matching

HSA and FSA

Tuition assistance

Certification reimbursement

Employee discounts

Job summary

Epiphany Business Services, Llc in Weldon Spring, MO seeks a Team Leader, a developmental leadership role designed to provide a career development path for staff members advancing from Clinic Supervisor qualifications. The position is a 12–24 month development track with limited supervision by an Assistant/Regional Manager.

You will coach clinic staff, onboard new teammates, ensure process adherence, and coach on service, attendance, and performance.

Qualifications

• At least one year of healthcare-related customer service experience.
• High school diploma or above is required.
• Prior Medical Assistant or nursing experience preferred but not required.
• Must be authorized to work in the United States without restriction.

Responsibilities

• Coaches clinic staff to ensure empathetic, customer service-oriented responses to patient needs.
• Active role in training and onboarding of new team members.
• Develops standards for execution of clinic processes and procedures.
• Provides regular coaching on customer service, attendance, and performance; escalates to Regional Leadership as needed.
• Manages patient scheduling to improve access to care and provider utilization.
• Reviews and approves staff time cards for accuracy.
• Escalates patient/family complaints to Regional Leadership when necessary.
• Ensures supplies are stocked and kept out of patient view and exam rooms.
• Upholds HIPAA confidentiality and privacy and OSHA safety standards.

Skills

Customer service

Coaching

Training

MS Office

HIPAA privacy

Team leadership

Education

High school diploma or above

Tools

EMA by Modernizing Medicine

Job description

Full-time Management Weldon Spring, MO, US

What we are looking for:

The Team Leader is a developmental leadership position designed to provide a career development opportunity for staff members who meet the qualifications of the Clinic Supervisor position; however, have not had prior management experience. This role is designed to be developmental in nature, and employees will be in the position for a period of 12-24 months prior to being considered for promotion into a Clinic Supervisor position. In order to ensure proper development, only one (1) Team Leader may be supervised by an Assistant/Regional Manager at any given time.

What you'll do:

• Coaches clinic staff to ensure consistent, empathetic, and customer service-oriented responses to patient needs and throughout the patient experience.
• Plays an active role in the training and onboarding of new team members.
• Familiar with Company processes and procedures and develops standards for execution of these within the clinic environment.
• Provides regular coaching on customer service, attendance, and basic performance to clinic staff through regular one-on-one meetings. For more complex employee relations issues, escalates to Regional Leadership and HR Business Partner.
• Ensures patient experience best practices are followed by all teammates.
• Maintains a positive, can-do attitude to achieve positive and trustworthy relationships across all levels of the organization (including providers) to improve work relationships, build morale, and increase productivity and retention.
• Effectively manages patient scheduling to achieve access to care and preferred provider utilization.
• Reviews and approves staff time cards to ensure accuracy with hours worked.
• Assists and provides guidance to clinic staff to ensure timely response and resolution of patient/family complaints. Escalates sensitive and/or unresolvable customer service issues to Regional Leadership.
• Helps ensure proper supplies are stocked and are out of patient view and exam rooms.
• Consistently demonstrates Epiphany’s Core Values, contributing to a team-based, collaborative culture.
• Maintains consistent, reliable and on-site attendance to support the team and deliver on patient/business needs. Willing to adjust personal availability according to volume changes and activity surges as needed.
• Ensures front and back office team adheres to compliance standards, safeguards PHI and financial information, maintains HIPAA confidentiality, and upholds privacy and security standards.
• Fully complies with OSHA workplace safety regulations.
• Other duties as assigned.

Qualifications/Experience:

• At least one (1) year of experience in a healthcare-related customer service role.
• High school diploma or above, required.
• Prior Medical Assistant or nursing experience preferred but not required. Committed to stay updated on Medical Assistant Training.
• Prior experience with EMA by Modernizing Medicine desired, but not required.
• Basic understanding and experience working with Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Completion of Epiphany Clinical and Front Office Preceptor training programs within 30-days of hire.
• Completion of Rising Suns leadership development program within 12 months of hire.
• Must be authorized to work in the United States without restriction. We will not sponsor applicants for work visas.

Work environment and physical requirements:

Medical office, procedure/exam room and laboratory environment may include exposure to communicable diseases, bloodborne pathogens, biohazards or toxic substances. Daily activities may include standing, walking, sitting, bending and lifting items up to 30 lbs.

We offer generous benefits including medical, life insurance, short-term disability coverage, mental health services, and more at no cost for eligible employees. In addition, we have great vision, dental, and supplemental insurance options. We also offer 401k with company matching, employee discounts, HSA and FSA, tuition assistance, certification reimbursement, and more!