Team Lead - Scheduling (Qatari Nationals)

JOB SUMMARY

The Team Lead - Scheduling accounts for the registration and scheduling operations for delivery of patient services. The Team Lead - Scheduling ensures smooth, courteous and efficient service for all patients and their families while responding to customer issues and concerns.

The Team Lead coordinates day-to-day activities associated with accurate and timely gathering of demographic, insurance, and financial information, verification of benefits, and collection of co-pays. The Team Lead - Scheduling tracks ongoing performance indicators with regard to Patient Access metrics and quality initiatives. Schedules and provides support, direction and training to staff.

The Team Lead - Scheduling works collaboratively to ensure that recruitment, onboarding, orientation and service activation responsibilities are carried out in accordance with Sidra’s plans and timelines.

KEY ROLE ACCOUNTABILITIES

• Coordinates daily patient access and daily workflow activities which impact the quality and timeliness of scheduled services and the revenue cycle.
• Supervises day to day operations of the subordinates. Mentorship, engagement, career development.
• Develops reports, and identifies areas for improvement.
• Develops and maintains positive working relationships.
• Facilitates and participates in cross-functional performance improvement teams. Provides support for strategic and operational projects.
• Sources data collection from all mediums, including scheduling, registration, referral and business intelligence systems.
• Maximizes and optimizes scheduling resources.
• Monitors new national and/or organizational regulations and requirements to ensure timely compliance.
• Serves as a professional role model for staff and acts as an advocate for patients and their families.
• Ensures that service is provided in accordance with established standards of care, policies, guidelines and protocols of Sidra and the State of Qatar.
• Plans for safe staffing patterns, while meeting the department needs.
• Contributes to the development and delivery of departmental objectives using a continuous improvement paradigm.
• Understands the complexities of scheduling different appointment types, resources and diagnostic testing requirements.
• Directs coordination of specific administrative support projects and operations.
• Establishes and implements workflow patterns and operating standards to accommodate scheduling requirements and requests.
• Develops and implements improved office and departmental procedures.
• Works collaboratively and creatively to achieve objectives by embracing new ways of working/practice through utilizing evidence or research and taking the lead in implementing changes as required.
• Reviews the Scheduling Call Center indicators to ensure appointment queues and work lists are completed, prior to the conclusion of business, each day.
• Assists the Manager - Operations in designing or updating operational process related to patient access practice.
• Initiates changes/improvements based on patient feedback and patient satisfaction results.
• Provides a welcoming work environment and monitors and tracks individuals’ progress.
• Ensures ongoing individual performance appraisals are objectively completed for staff members and assists with action plans arising from appraisals as necessary. Provides clear feedback to team members in a manner that is conducive to maintaining and improving performance and counsels and/or disciplines staff when appropriate.
• Acts as reference source for staff (Subject matter expert) in all registration functions (precert/auths/referrals; self-pay patients; patient liabilities; hospital/department policies/procedures.

QUALIFICATIONS & EXPERIENCE

Education

Bachelor’s degree in Business Management or healthcare or other relevant field

Experience

5+ years of experience with 3+ years of progressive supervisory experience