Experience the highest level of appreciation at UM Baltimore Washington Medical Center — named Top Workplace in the Baltimore area by The Baltimore Sun two years in a row (2019 & 2020); Top Workplace in the USA for 2021! As part of the acclaimed University of Maryland Medical System, our facility is one of three ANCC Pathway to Excellence® designated hospitals in Maryland. UM BWMC features one of the state’s busiest emergency departments, as well as a team of experts who care for our community and one another. The University of Maryland Baltimore Washington Medical Center (UMBWMC) provides the highest quality health care services to the communities we serve. Our medical center is home to leading-edge technology, nationally recognized quality, personalized service and outstanding people. We have 285 licensed beds and we’re home to 3,200 employees and over 800 physicians. Our expert physicians and experienced, compassionate staff are connected to medical practices in the local community as well as at University of Maryland Medical Center in downtown Baltimore. For patients, this means access to high-quality care and research discoveries aimed at improving Maryland’s health. Our physicians and nursing staff specialize in emergency, acute, medical-surgical and critical care. In addition, our medical center is home to many Centers of Excellence, offering expert outpatient health care.

General Summary

The Team Leader will assist the Manager/Supervisor to oversee the Primary Care Scheduling Center. The Primary Care Scheduling Center is responsible for delivering excellent service by interacting with internal and external customers in a professional, attentive and compassionate manner and ultimately assuring that the customer’s needs are met. This employee may significantly impact the financial health, operational goals and strategic goals of UM BWMC.

The Primary Care Scheduling Center is responsible for compliant, efficient and accurate completion of duties such as: scheduling patient appointments, performing pre-registration, and verifying insurance eligibility. The department handles routine inquiries and issues with patients, hospital departments or physician offices.

The Team Leader will act as a resource to the staff for coverage and assistance with difficult patients. The Team Leader provides guidance and training to assigned staff responsible and will promote a strong productive team environment; create a team climate characterized by honesty, trust, and open communication.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Maintains appropriate staffing levels by preparing bi-weekly and daily shift assignments assuring that the department and clinics are sufficiently staffed at all times to accommodate patient volumes, time off requests, call outs and breaks.
• Assists in the staff selection process and on-board process of new hires. Assists in training and orientation of new staff to ensure competency and provides the continuing education and development of current staff.
• Encourages an attitude of professionalism through established departmental goals and policies and leads by example.
• Provides feedback to Management based on observations and audits of Staff’s daily work performance.
• Meets with the staff on a regular basis to discuss performance issues, concerns and communicate information.
• The Team Leader will monitor and assist in setting team and individual goals and evaluate training needs.
• Identifies ways to improve work processes and improve patient, physician, physician staff, and other hospital personnel.
• Responsible for obtaining accurate insurance information to avoid billing discrepancies.
• Responds to customer service complaints in a timely and appropriate manner.
• Participates in patient registration as necessary to expedite patient flow. Registers promptly, professionally and efficiently when needed and following appropriate registration processes and procedures.
• Keeps abreast of changes to state and federal regulatory compliance items affecting patient registration including HIPAA, CMS, etc. and provides timely updates to staff as appropriate.
• Makes recommendations to the Manager, implements, and monitors results as appropriate in support of the overall goals of the department and the hospital.
• Assumes responsibility for the Department in Manager/Supervisor absence.
• The position may be required to be on call and/or work evenings or weekends.
• Performs other duties as assigned by the Manager.

Education

• High School diploma or equivalent required. Associate degree preferred.
• Medical terminology preferred.

Experience

• 2 years progressive responsibilities in medical office scheduling and registration experience

Knowledge, Skills and Abilities

• In-depth technical and administrative knowledge of work area and function
• Recognized as a resource within function for problem solving capabilities
• Strong communication skills at all levels – including written and oral
• Strong computer skills
• Strong customer service skills
• Strong process skills (process-oriented)
• Ability to manage detailed work within constant deadlines and time constraints
• Ability to maintain confidential information
• Ability to work well independently and be part of a team environment