Admissions Team Lead - Patient Access Contact Center - Quality Assurance Team (Full-Time, Hybrid, Days)

Cedars-Sinai • Los Angeles, CA • 2h ago

Job Description

Grow your career at Cedars-Sinai!

Cedars-Sinai Medical Center has been named to the Honor Roll in U.S. News & World Report's "Best Hospitals 2024-2025" rankings . At Cedars-Sinai, we take pride in hiring the best, most hard-working employees. Our dedicated doctors, nurses and staff reflect the culturally and ethnically diverse community we serve. They are proof of our dedication to creating a dynamic, inclusive environment that fuels innovation and the gold standard of patient care we strive for.

What will you be doing in this role?

The Admission Team Lead monitors and coordinates the daily operations of assigned unit. Coordinates patient flow and adjusts work assignments to minimize patient wait times. Ensures registrations are worked according to established policies and procedures to meet data quality goals, comply with department procedures and policies, optimize point of service cash collections and cash flow, and provide efficient and appropriate utilization of resources. Acts as a resource for team members by assisting with coaching, training orientation of new hires, professional development, compliance with department and CSMC policies & procedures, performance feedback and evaluations, change management, and cost containment efforts. Responsible for the integrity of the registration process to positively impact the financial and customer service goals of the admissions department. Understands and supports the goals and objectives of the leadership team.

Primary Duties and Team Lead Responsibilities

Facilitates the admissions team workflow by coaching, answering questions, providing guidance, troubleshooting, and leading by example. Cross-trained within all areas of the assigned unit.

Assists the supervisor in preparing and posting team work schedules. Assists with a staffing need to cover sick calls and other department needs. Works extended schedule and cover weekends to meet the needs of the department 24/

Evaluates individual and team performance and assists the manager and supervisor by providing feedback regarding counseling and disciplinary action and ensuring compliance with the department's time & attendance policy. Recommends action as to hiring, transfers, promotions, overtime, and other administrative actions related to staff.

Assists with orientation and unit training for new hires. Coaches staff and identifies training needs. Identifies staff ready for additional development/ training opportunities and works with supervisors to provide opportunities to meet staff needs.

Assists with budget compliance by staying within approved staffing levels, monitoring the use of overtime, and ensuring compliance with the department's time and attendance policy.

Assists with quality control activities to be certain demographic and financial information is accurate, benefits are verified and insurance coverage is accurately documented. Provides appropriate feedback and assistance to staff.

Collects data to support performance indicators and quality assurance reporting. Monitors management and quality reports.

Updates the registration system to ensure proper billing and collection can occur.

Monitors patient wait and registration times to ensure patient waits are within standards.

Assists managers, supervisors, and peers to identify and meet customer needs. Assists with investigation and follow-up regarding customer complaints.

Serves as liaison with other units in the department.

Serves as a team lead to include overseeing the work of others, assigning or allocating work to team, and ensuring tasks are completed according to deadlines and quality standards.

Supervises the day-to-day work of employees, assigns work, ensures task completion and deadlines are met.

Qualifications

Education, Experience, License/Certification Requirements

High School Diploma/GED required. Bachelor's Degree in Hospital Administration or equivalent preferred.

Four (4) years of healthcare experience working in Patient Access, Registration, Financial Clearance, Scheduling, or Revenue Cycle related roles, preferably with the department of Cedars-Sinai health system required.

Certified Healthcare Access Associate (CHAA) certification preferred upon hire.

Prior quality assurance or call monitoring experience within healthcare, customer service, or contact center operations is preferred.

Experience with EPIC scheduling (Cadence, Referrals, or Decision Tree workflows) is preferred.

Familiarity with Genesys Cloud, NICE, or similar platforms is beneficial.

Cedars-Sinai is an EEO employer. Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law.

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