Team Lead, Patient Service Rep Representative

Responsible for daily team operations and works to ensure overall work standards and goals are achieved.

• 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.

Under the direction of the department supervisor, performs Team Lead responsibilities which support the day-to-day operation of the department, while upholding clinic policies, acting in a manner consistent with Behavior Expectations and serving as a role model.

• 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.

Supports supervisor in a variety of department/administrative functions as directed.

• 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.

Self development

• 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)

Education/Experience Required:

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

Knowledge, Skills & Abilities Required:

• 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.

Physical Requirements and Working Conditions:

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

Addendum: OPTICAL DEPARTMENT: Required state licensing or ABO (American board of Opticianry) certified
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.