Admissions Team Lead

2 weeks ago

Toronto, Canada Edgewood Health Network Inc Full time

The Evening / Weekend Admissions Team Lead performs a variety of duties to ensure the admissions department performs at optimal efficiency. The team lead ensures processes are performed properly, facilitates the admission approval process, assists Admissions Coordinators with complex client needs, and audits files to verify that Admissions Coordinators are working in accordance with the company rules, regulations, and expectations. They maintain a presence on call center floor to assist in escalated questions, complaints, technology errors, scheduling delays.

The Evening / Weekend Admissions Team Lead also works closely with a variety of EHN stakeholders to ensure a proper and efficient admissions process.

**Work with Admissions Supervisor/Peers**:

- Support Admissions Coordinators to achieve performance goals
- Function as an expert operational resource for the team
- Provide leadership in implementing best practices and supporting peers with process change
- Provides product / service information to Admissions Coordinators by answering questions and offering assistance to improve customer interactions
- Improves quality of caller experience by recommending process or training changes to call centre leadership
- Facilitate staff orientation/onboarding and identify staff learning needs and appropriate resources
- Handling escalated complicated caller questions or complaints
- Collaborating with facility stakeholders to ensure proper and efficient admissions processes
- Assist operations department with Admissions process, form, system, and other improvement initiatives
- Other duties as assigned

**Individual Responsibilities**:

- Support business decisions across the department and foster an environment of proactive and enthusiastic participation as the business grows.
- Be a proactive agent of positive change, leading a “Centre of Excellence” for Edgewood Health Network.

**Qualifications/Professional Attributes**:

- Minimum 6 months of experience in the Admissions Coordinator role
- Demonstrated commitment to patient-centered care
- Role models excellence in patient care and serves as a mentor for the team
- Demonstrated excellent communication, facilitation, and decision-making skills
- Demonstrated excellent interpersonal skills and the ability to work collaboratively with all members of the health care team
- Clinical and leadership skills, which develops and empowers members of the health care team in autonomous decision-making to achieve desired outcomes
- Ability to provide leadership to projects and accomplish established goals
- Strong organizational skills
- Demonstrated commitment to best practice and quality improvement
- Commitment to the vision and goals of the organization
- Understanding of change process/theory and an ability to manage change
- Evidence of ongoing professional development

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