Team Leader

Responsible to: Regional Operations Manager

Assignments received from: Regional Operations Manager, On-Site Manager       

Positions supervised: Rad Techs, Medical Assistants, Patient Care Coordinator

Job Summary

In a collaborative manner, the Team Leader will provide support to the Medical Assistants, Medical Providers, Radiologic Technologist, and patients through a variety of tasks, including but not limited to patient care management, organization, and communication.  

The Team Lead completes all activities accurately, with high quality and in a timely manner while living our vision and mission to become the urgent care Partner of choice by re-defining value and access to quality care through an effortless experience, a culture of care, and seamlessly integrating with our partners and communities. This vision is achieved through our five core values of Collaboration, Innovation, Diversity and Inclusion, Integrity and Accountability.

Job Requirements

Education

• Graduate of a Medical Assistant Program preferred
• 1+ years of Medical Assistant experience under a licensed healthcare supervisor within the last 3 years preferred
• CPOE must be obtained within 2 weeks of hire if Medical Assistant Certification is not obtained upon hire required
• High school diploma or equivalent required

Work Experience

• 2+ years of Medical Assistant experience
• 5+ years of experience or (medical) military experience in lieu of required certifications listed below
• Knowledge of medical terminology strongly preferred

Required Licenses/Certifications

• Basic Life Support (BLS) through AHA or ARC required at time of hire
• Computerize Provider Order Entry (CPOE) certification for order entry is required within two weeks of start date and must be kept active in lieu of MA certification within the first 15 months of hire.
• Must pass MVR background check

Knowledge, Skills and Abilities Required:

• Excellent time management skills and ability to multi-task and prioritize work
• Social perceptiveness and service oriented
• Excellent written and verbal communication skills
• Strong organizational and planning skills
• Proficiency in MS Office and patient management software
• Keyboard proficiency
• Experience using Electronic Health Records

Core Competencies:

Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.

Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency though process and other forms of innovation.

Diversity and Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.

Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.

Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities.

Essential Functions

Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.

ESSENTIAL FUNCTIONS

- Supervise and support team members and business operations.

- Ensure day to day operations including cash deposits, ordering, inventory management, call backs, etc. are completed regularly with follow-up from ROM.

- Conduct monthly inventory

- Responsible for order approval

- Assist ROM in resolving patient concerns at the center.

- Provide weekly oversight of calibrator calls.

- Drive KPIs and Strategic Initiatives in partnership with ROM (NPS, LWOBs, GoReg, Registration Errors, Conv Pay, Quality Metrics, Etc.)

- Responsible for site walk-throughs

- Assist center with patient rushes and be available to step in last minute to fill open shifts/call outs without the use of Premium pay.

- Assist with MOD duties such as during weekly leadership meetings, conference calls, leadership events, weekends, etc.

- Conduct performance review, assist in the training and assessment of team members assigned to the center.

- Participates in interviewing and provides feedback on new hire selection

- Conduct patient registration, which includes securing required paperwork and insurance documentation, and verification of insurance and patient eligibility.

- Process co-pays and schedule patient appointments for assigned center.

- Coordinate provider referrals to assigned Specialist.

- Answer patient questions regarding their care and keep them informed of their status.

- Inform technical staff of patient flow.

- Prepare patients for examination, which includes conducting interviews to verify patient information, record medical history; confirm purpose of visit;

- Perform preliminary physical test (blood pressure, weight, temperature, etc.) for vital signs and escalate critical cases to provider as needed.

- Conduct point of care testing as needed (i.e., flu, strep, urinalysis, ECG, HCG); and provide patient information to provider.

- Responsible for stocking supplies and maintenance of exam rooms, front desk, and reception area; ensure providers have medical supplies needed.

- Responsible for completing order sheets to maintain supply inventory levels; regularly check expiration dates on supplies.

- Responsible for maintenance of medical records and scanning charts to patient files.

- Answer phone calls, collect and sort daily incoming and outgoing postal correspondence

- Ensure reception is well maintained

- Conduct courtesy call-backs for patient follow-up.

- Perform opening and closing duties, which includes cashing out, end-of-day communication, and securing the building.

- Follow operating instructions to perform and document daily controls and calibration of equipment; maintain Quality Assurance/Quality Control logs for equipment troubleshoot breakdowns, perform preventive maintenance, and submit repair tickets as needed.

- Partner with Market PBP (people business partner) to issue DANs/PIPs in accordance to our policies 

- Assist Market Specialist with call out management if needed 

- Knowledge of medical office management systems and procedure