Centralized Programs Team Lead

3 months ago

Edmonton, Canada Medicentres Canada Inc. Full time

**Position Title**:Centralized Programs Team Lead
**Job Location**:Clinic Support Office, Hybrid (Located in Mayfield Square)

**Job Type**: Full-Time, Entry Level (8:00am - 4:30pm)
**Reports to**:Centralized Programs Manager
**Last Updated**:September 2024

**Job Purpose**:
Reporting to the Centralized Programs Manager, the Team Lead will guide the Centralized Programs Team in delivering excellent service to patients, staff, and physicians. This role is responsible for guiding the team in processing referrals and third-party billing requests while adhering to regulatory guidelines such as the Freedom of Information and Protection of Privacy Act, the Health Information Act, and the College of Physicians and Surgeons of Alberta and Ontario. The Team Lead will play a key role in achieving the organization’s strategic objectives related to Central Operations.

**Principal Responsibilities**:

- Supervise and mentor the Centralized Programs Team, providing direction and support to ensure efficient workflow and high-quality service delivery.
- Monitor and manage the referral processing activities, ensuring compliance with Medicentres protocols and timelines.
- Track and manage incoming referrals, ensuring timely follow-ups and proper communication with doctors and specialists.
- Facilitate effective communication within the team and with other departments, including clinic staff, physicians, external specialists, and third-party requestors.
- Participate in processing referrals and third-party requests; managing the referral and third-party queue as needed, demonstrating a hands-on approach to leadership.
- Oversee third-party requests to ensure that requests from external providers like insurance companies, legal firms, or other healthcare providers are received and responded to in accordance with Medicentres and Provincial Health Authority regulations
- Implement best practices in customer service, handling escalated patient inquiries and concerns with professionalism and empathy.
- Conduct regular performance evaluations with the CPT manager and provide constructive feedback to team members, fostering their professional growth.
- Collaborate with the Centralized Programs Manager to establish and meet daily and monthly performance targets.
- Maintain awareness of the organization’s Core Purpose and Core Values, promoting a culture of excellence and accountability within the team.
- Assist in the training and onboarding of new team members, ensuring they are equipped with the necessary skills and knowledge.
- Perform other duties as assigned by the Centralized Programs Manager.

**Knowledge, Skills, and Experience**:

- Exceptional customer service and communication skills, with the ability to handle sensitive information in compliance with privacy regulations.
- 2-3 years of experience in a customer service role, preferably in a healthcare or medical setting is preferred but not required.
- Previous experience in a leadership or team lead role is preferred.
- Familiarity with Electronic Medical software, referrals and third-party management processes is preferred although not required.
- Proficient in Microsoft Suite and capable of leveraging technology to enhance team performance.

**Context and Environment**:

- This position is a hybrid work model, combining in-office and remote work.
- Ability to work in a fast-paced environment, adapting to changing priorities and demands.
- This position is Monday-Friday, 8am-430pm. Evening and weekend shifts may be required, although they are infrequent. Capability to sit for extended periods.

**Internal Communications**:

- Collaborate with Clinic Managers, Clinic Staff, Operations Team, Physicians, and IT Technicians.

**External Communications**:

- Engage with Specialist Offices, Diagnostic Imaging Sites, Hospitals, Patients and third-party requestors

**Position Length**:

- This position is a full-time permanent placement.

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