Lead Periop Communication Associate

Responsibilities

• Coordinates work activities of staff to maintain daily workflow.
• Takes charge during the absence of management.
• Develops work schedules and contributes to the hiring, training and reviews of employees.
• Maintains statistical reports to track volume and quality of service.
• Assumes 'in-charge' responsibilities during the absence of management or as needed, which may include coverage on evenings, nights and weekends.
• Provides input on disciplinary action when departmental and hospital policies have been violated.
• Responsible for reviewing and/or updating all training materials and provides training to other staff members.
• Ensures that all mandatory training requirements of employees are met.
• Prepares monthly and/or weekly schedules and adjusts staffing to accommodate illnesses, absences and unexpected events.
• Assigns and monitors daily workload to appropriate personnel based on staffing level.
• Ensures employees comply with HIPAA regulations, following YNHHS guidelines, addressing violations.
• Participates in meetings with external departments as it relates to patient communication/coordination processes.
• Provides ongoing reports to track customer service standards, quality assurance and employee productivity.
• Incorporates new policies and procedures as it relates to the Perioperative Services department.
• Monitors, evaluates and responds to workflow abnormalities.
• Updates policies and procedures as needed.
• Utilizes resources to effectively support patient experience.
• Independently optimizes time related to role.
• Performs other duties as assigned by Leadership.

Qualifications

• High School graduate with demonstrated continuing education at a college level program or equivalent experience.
• Bachelor's Degree preferred.
• Three or more years experience in a hospital environment with emphasis on customer service, administrative clerical, registration and/or scheduling processes.
• Ability to utilize PC Applications, including Microsoft Office.
• One years experience managing high volume telephone calls or experience as an operator or dispatcher is preferred.
• Excellent interpersonal skills and leadership ability.
• Self-directed, well organized and exhibiting team-oriented skills with the ability and desire to educate and advocate for patients and their families.
• Must be able to multitask and reprioritize in response to fluctuations in volume.
• Strong interpersonal skills and ability to build rapport with a wide variety of individuals including clinical staff to meet operational and patient needs.
• Excellent investigative, critical thinking and problem-solving skills.
• Intermediate computer skills and the ability to adapt to various programs/systems.
• Demonstrated proficiency in understanding registration work queues that affect workflow.
• Must be able to provide training or in-service to other staff and areas within the department.
• Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional behavior with the ability to communicate complex requirements across clinical and financial disciplines.
• Demonstrated proficiency in understanding Medical Terminology.