Team Lead - Call Center

#

Position responsibilities

• Ensuring performance, production and quality targets are met or exceeded.
  
• Identifying, resolving and escalating major issues and service failures that impede daily operations.
  
• Building and maintaining a high-performance team that is committed to delivering quality and timely service and promoting GetixHealth as a premier service organization; and
  
• Helping to ensure the protection of GetixHealth customers through both individual and team compliance with regulatory, legal and audit standards.
  
• Maintains knowledge of healthcare requirements and practices under the responsibility of Getix Health and our Clients� Corporate Compliance program(s).
  
• Understands and follows all federal, state, and local healthcare requirements, as well as GetixHealth�s policies and procedures
  
• Other duties as assigned
  
• Successful accomplishments and primary accountabilities of this position will depend upon establishing and maintaining effective working relationships with a variety of people both inside and outside of the functional area. Such people may include, but are not limited to interdepartmental leadership, education and development, the patient, client hospital staff, government, insurance company representatives, vendors, compliance, finance, decision support and contact management as well as GetixHealth�s officers, senior management and staff.
  
• Manage team performance, production and quality to ensure service level agreements and performance standards and metrics are met or exceeded.
  
• Assist in the preparation of monthly staff 1:1�s resulting in increased productivity and engagement.
  
• Partner with clients to ensure highest quality service and ensure successful resolution of client concerns.
  
• Manage and assist staff on systems and telephony requirements
  
• Identify, resolve and escalate major issues and service failures that impede success.
  
• Review guidelines, policies, procedures and processes. Implement changes effectively and timely.
  
• Monitor and ensure adherence to established guidelines, policies, procedures and processes.
  
• Build and maintain a high-performance team by reviewing, coaching and mentoring staff with an emphasis on responsibility and accountability.
  
• Partner with Education and Development to ensure a skilled and knowledgeable workforce.
  
• Analyze and contribute accurate information for the department�s Monthly Operations Report.
  
• Maintain confidentiality of all patient demographic, medical, and financial information. Maintain confidentiality of all GetixHealth�s and client information. Ensure proper handling and disposal of confidential documents and adherence to all HIPAA rules and regulations.
  
• Ensure individual and team compliance with all applicable Federal, State, and local laws, regulations.
  

#

Education and experience

• High school diploma or college degree from an accredited college or university
  
• Two to five years industry experience in medical revenue cycle management is required. Two to three years� experience in a lead position is preferred. Experience with EPIC is strongly preferred.
  
• Proven understanding of the medical revenue cycle.
  
• Demonstrated strong knowledge of relevant Federal, State and local laws and regulations and requirements.
  
• A demonstrated commitment to compliance, including a track record in ensuring team compliance.
  
• Demonstrated understanding of the factors impacting AR management as well as proven ability to initiate business improvements in these areas.
  
• A track record in taking decisive action to implement new processes, solutions or changes.
  
• Proven leadership ability to build, coach and maintain high performance teams.
  
• A track record in coaching and developing staff for technical and process driven functions.
  
• Demonstrated excellent verbal, written and interpersonal communication skills.
  
• Proven skills in organizing and planning with demonstrated ability to effectively manage time and achieve results in a fast-paced environment.
  
• Demonstrated ability to manage multiple projects to successful completion.
  
• Demonstrated knowledge of HIPAA rules and regulations, as well as HIPAA transactions.
  
• Proven good attention to detail with a focus on quality.
  
• Proven ability to work collaboratively in a team environment.
  
• Demonstrated ability to perform in alignment with company mission and values.
  
• Proven PC proficiency in MS Windows and Office applications.
  

COMPETENCIES: Problem Solving, Interpersonal Skills, Oral Communication, Written Communication, Teamwork, Delegation, Leadership, Cost Consciousness, Diversity, Dependability, Customer Service, Ethics, Judgment, Organizational Support, Judgment, Motivation, Safety and Security, Attendance/Punctuality, Planning/Organizing, Professionalism.

#

Work environment / physical requirements

• Work environment is an office location. The position requires the dexterity to operate office equipment such as a personal computer, keyboard, mouse and telephone
  

PHYSICAL: While performing the duties, an employee is regularly required to stand, walk and sit; talk or hear both in person and by telephone. Use hands and finger motion to handle or feel objects such as keyboard, files, telephone or controls; reach with hands and arms. An employee also is regularly required to stoop, kneel, bend, or crouch and lift up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus.

MENTAL DEMANDS: While performing the duties, the employee is regularly required to use written and oral communication skills; read and interpret information; analyze and solve problems; observe and interpret people and situations; use basic math; learn and apply new information or skills; work under intensive deadlines and interact with management, administrators, and staff.

Disclosure: The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.

#

Additional Notes

• This role profile is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position
  
• Hours for this role are 6:00 am PST to 3:30 pm PST
  

GetixHealth is an equal employment opportunity employer.

#

Experience

Required* HealthCare

• Call Center
  
• Manager
  
• Team Lead
  

#

Education

Required* High School or better

#

Behaviors

Required* Thought Provoking: Capable of making others think deeply on a subject

• Leader: Inspires teammates to follow them
  
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
  
• Dedicated: Devoted to a task or purpose with loyalty or integrity
  

#

Motivations

Required* Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

• Self-Starter: Inspired to perform without outside help
  
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
  

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.