Team Lead, Patient Service Rep Representative

• Maintains productivity levels according to outlined departmental standards and goals.
• Ensures high flexibility of staff to minimize downtime and allow for job rotation while ensuring that effective work balance in the team is maintained.
• Provides direct coverage for team members when absent, in training, or when warranted to support work flow.
• Carries out process audits to confirm maintenance of standard work.
• Carries out 6S audits. Actively seeks to drive waste out of the process.
• Ensures visual management is maintained and shares with team members to support sustainment and accurate data collection. Engages and encourages associates while executing process improvement initiatives.

• Ensures associates meet daily, monthly and annual accountabilities as depicted by position job description and department procedures. • Knowledgeable of associates’ accountabilities as outlined in their job description and as they relate to position work standard. • Motivates staff, provides praise and constructive feedback to elicit high levels of productivity. • Provides direction to associates regarding accountability for their actions through verbal counseling and communicating course of action to the supervisor/manager. • Conducts or participates in annual associate performance reviews; including one-on-one associate conference to clarify results, encourage development and/or explain performance plans and compensation. • Delegates tasks as appropriate. • Acts as a resource to associates.
• Maintains general knowledge of department and clinic policies and procedures as they apply.
• Responsible for department orientation and training of new associates under their direction including ongoing assessment of program effectiveness.
• Evaluates the need for individualized training for staff to reinforce standardization of work, customer service and/or build new skill sets, etc.
• Under the direction of the department supervisor, conducts hiring, correction and termination activities of direct reports and maintains strict confidentiality standards.
• Coordinates staffing schedule and works to address staffing issues providing for coverage when warranted
• Understands and acts in support of department work standards, procedures, initiatives, and continuous process improvement to positively impact Key Result Areas and guides direct reports as appropriate.
• Consistently recognizes problem situations that require action and proceeds accordingly in a calm, professional manner; demonstrating strong customer service, effective conflict resolution and service recovery skills.
• Ensures regular communication of clinic, site, and department information to team as necessary or appropriate.
• Conducts team meetings/huddles as scheduled or necessary.

• Promotes cost reduction targets within the team.
• Performs additional tasks as assigned.
• Creates and maintains essential data and files to provide for department reports as directed by manager/supervisor, (i.e. staffing and project updates).
• Evaluates issues and follows through to seek resolution.
• Attends and assist with department meetings.
• Provides consistent feedback on overall operations of department(s) to direct supervisor
• Orders supplies as needed
• Coordinate preventive maintenance and on-demand service for all equipment, as applicable.

• Consistently manages time and demonstrates resource management skills effectively to complete daily activities.
• Participates in developmental/skills training and continuing education
• Maintains general knowledge of clinic and department policies, procedures and standards. (i.e. Documentation policy, attendance policy, etc)

• High school diploma or GED.
• 2 years experience in a customer service environment or healthcare setting.

• Demonstrated effective communication and interpersonal skills.
• Computer knowledge
• Demonstrated customer service skills.
• Previous experience supporting, training and mentoring others.
• Proven ability to use good judgment in stressful situations.
• Basic medical terminology knowledge
• Demonstrated ability to prioritize tasks.
• Previous experience with EMR.

• Ability to pass pre-employment physical (and physical lift test, if required by department policy).
• Ability to complete all required training.

Aurora Health Care