Patient Coordinator Team Lead – Enterprise Call Center

Patient Coordinator Team Lead – Enterprise Call Center – 074833

POSITION SUMMARY 

The Patient Coordinator Team Lead for the hospital-based operator team is dedicated to delivering Quality/No Harm, exceptional Customer Service, and efficient Stewardship. This role is pivotal in operating the hospital’s communication systems, handling calls, announcing emergencies, and providing after-hours answering services for HFMG providers. The team lead ensures the provision of accurate, timely, and efficient services in a professional healthcare setting. Strong leadership skills are essential for guiding and mentoring the operator team, fostering a collaborative and high-performing environment. This critical role emphasizes maintaining seamless communication and ensuring patient safety through prompt and precise response handling.

PRIMARY ACCOUNTABILITES: 

1. Promptly announce and broadcast emergency codes across all hospital areas according to established protocols, ensuring rapid response and patient safety based upon internal guidelines and procedure documentation.
2. Efficiently operate multi-line telephone systems to handle high volume of incoming calls, including connecting callers to patient rooms, departments, physicians, and hospital staff.
3. Monitor and maintain accurate logs of all incoming calls, messages, and emergency incidents for reference and reporting purposes.
4. Coordinate effectively with nursing staff, physicians, security personnel, and other hospital departments to facilitate smooth communication flow during emergencies and regular operations.
5. Coordinate and manage department’s schedule and daily operations to ensure appropriate coverage in the absence of the supervisor/manager.
6. Serve as second level for problem resolution with internal and external customers to achieve optimal results.
7. Apply logic and critical thinking to identify solutions to complex problems, recognize trends and escalate to management.
8. Oversee and/or monitor accounts to ensure accurate information is obtained
9. Demonstrate advanced knowledge of department operations. Proficient in all systems used and serve as a SME (Subject Matter Expert) to assist associates in all Patient Access environments.
10. Actively participate and assists the supervisor/manager in the selection and retention of Associates.
11. Serve as a role model. Encourage associate growth and development through mentorship and assist with orientation and training of new associates.
12. Demonstrate Lean concepts in daily activities and assist with implementation of departmental performance improvement activities resulting in improved operations and patient care outcomes.
13. Uphold Health First’s commitment to quality care, patient satisfaction, and a safe environment by contributing to initiatives such as “Quality No Harm” and patient experience.
14. Other duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS 

• Education: High school diploma or equivalent required.
• Work Experience: 3-5 years experience in a customer service or call center environment, preferably in a healthcare setting.
• Licensure: N/A
• Certification: CPR Certification (*American Heart Association HeartSaver CPR/AED Certification).
• Skills/Knowledge/Abilities:
• Ability to self-govern with minimal supervision.
• Excellent communication/interpersonal skills and professional presence.
• Strong communication skills, both verbal and written, with a professional and courteous demeanor.
• Proficiency in using multi-line telephone systems, paging systems, and related office equipment.
• Excellent organizational skills with attention to detail and the ability to prioritize tasks effectively.
• Familiarity with medical terminology and hospital operations is advantageous.
• Working knowledge of Microsoft Office-Outlook, Word, Excel.
• Ability to apply logic and common sense to identify issues related to work performed Strong analytical and critical thinking skills.
• Ability to prioritize and organize to maximize quality, value, and service.
• Ability to multitask and adapt to a potentially rapid changing environment or work process.
• Flexibility to work at multiple locations and rotating shifts, including evenings, weekends, and holidays as required.
• Ability to lead, mentor, and motivate a team.
• Strong decision-making and problem-solving skills.
• Conflict resolution and team-building skills.

PREFERRED QUALIFICATIONS 

• Education: Associates degree.
• Work Experience: 2-3 years office supervisory experience.
• Licensure: N/A
• Certification: N/A
• Skills/Knowledge/Abilities:

PHYSICAL REQUIREMENTS:

• Majority of time involves sitting or standing; occasional walking, bending, stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined; on site or remote.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Job

: Call Center

Organization

: Health First Shared Svcs Inc

Primary Location

: United States-Florida – Brevard County-Rockledge

Schedule

: Full-time

Shift Times: 3:00 pm – 11:30 pm

Job Level

: Associate

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