Administrative Services Team Lead

About the Role

This position provides support to the Adult Administrative Supervisors and is responsible for supporting the day-to-day operations of Adult Administrative Services. The role contributes significantly to overall customer satisfaction by ensuring that the Adult Administrative Services teams are well motivated and trained, enabling them to respond to customer requests, issues, and concerns and resolve them in a timely and professional manner. Additionally, the position assists the Supervisor with development, analyses, and implementation of staffing and training.

Responsibilities

• Provides excellent customer service to patients, co-workers, physicians, and clinical staff.
• Onboards and supports new employees after they complete New Hire training.
• Reviews recorded calls, live interactions, and contacts for coaching opportunities to advance training and highlight areas for improved customer service or processes.
• Provides feedback to staff and supervisors for quality improvement.
• Assists employees and patients with escalated patient interactions.
• Serves as the first point of contact for questions and assistance for staff.
• Responsible for facilitating opening and closing procedures.
• Fully knowledgeable in admissions, contact center, check-out, or utilization management processes to provide day-to-day assistance, coverage, and support to both patients and staff.
• Participates in Quality Assessment (QA), Quality Improvement (QI) programs, and reporting as directed.
• Follows and initiates emergency procedures.
• Serves as backup for other personnel in the Adult Administrative Services Department.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
• Setting High Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Informing and Communicating: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Initiative: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
• Peer Relationships: Interacts with others in a constructive, positive, and respectful manner, regardless of individual differences. Assists team members or co-workers in achieving personal goals and completing assignments.

Requirements

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well-groomed, appropriately for your role, and wear an ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct, and complete NetLearning by the due date annually.
• Promote a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adhere to safe working practices and at all times follow all institutional and departmental safety policies and procedures. Wear appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrate compliance with all state, federal, and all other regulatory agency requirements.

Qualifications

• Education: High School Diploma or equivalent required.
• Work Experience: A minimum of one year of hospital admissions or patient scheduling experience preferred. Experience in leading the work of others preferred.
• Special Training, Certification, or Licensure: None.

Pay

$22.76 - $30.10 per hour.

Benefits

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office, and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity, and Legal Plan.
• Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.