Job Description

Job Description

Job Description

This is a management level position responsible for the customer experience as it relates to each touch point across the patient experience with Mississippi Sports Medicine. The position will aggressively work to improve all aspects of workflow, patient interfacing, and how patients are acquired into the facility. The position also calls for direct supervision and oversight of front-end reception, check in/out attendants, physical therapy reception, and call center personnel.

EXPERIENCE / EDUCATIONAL REQUIREMENTS:

Education:

Four-year college degree required

AND

Experience:

• A minimum of (3) years in the health care customer experience space including process improvement and managing
• Experience in a supervisory role managing employees
• Experience in customer experience management required

• Strong understanding of health care economics, health insurance products, and industry regulations

• Marketing experience preferred
• Health payer experience preferred

ESSENTIAL FUNCTIONS:

The candidate for this position will be expected to exhibit these competencies or the ability to reach competency achievement within a specified time. Additional essential functions may be identified and included as needed. The essential functions include, but are not limited to, the following:

• Interface with physicians and work as physician liaison
• Supervise check/in/out staff and telephone system staff (30+ employees) while creating an environment of accountability
• Supervise schedules in clinic EHR system
• Oversee daily operations of the practices 3 main locations as well as its other satellite locations
• Create and manage an accurate way to keep up with referrals into the clinic

• Collaborate with surgical center physician scheduler to assist with schedules, when necessary

• Manage on-call schedule

• Consults disseminated to request physician or on-call physician

• Assist with onboarding of on-call procedures for new incoming fellows
• Collaborate with on-call service to provide on-call details
• Coordinate Saturday clinics and urgent care staff
• Handle work-ins for physicians’ clinics as needed
• Attend and contribute to monthly manager and compliance meetings for practice
• Attend monthly MS Baptist Medical Center management meetings
• Assist with design and implementation of office policies and procedures for check in, triage, and scheduling departments
• Interact with senior leadership in a proactive way to promote a successful culture within the scheduling department

• Assist Director of Outreach with outside public relations endeavors
• Systematically record all paperwork for patient care and medical compliance
• Create analytics around the departments to ensure best in class service
• Objectively manage the quality control of data being entered into the system
• Attend to referrals on Next Doc when needed
• Complete clinics nightly bank deposit, when necessary
• Step in to answer calls and schedule patient appointments, when necessary
• Provide miscellaneous reports to administration as it pertains to the department

ESSENTIAL COMPETENCIES:

• Possess extensive customer service experience in the health care space
• Collaborate with administration to execute company wide and departmental strategies
• Strong business acumen with the ability to direct and influence change
• Ability to build trust through open and interactive communication
• Empower others to impact change
• Advocate for change where necessary, not settling for the way things have always been done
• Have a sense of intuitiveness, knowing and understanding when things can be changed for the better
• Ability to train others

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