Team Leader Reg & Scheduling - Primary Care - Full Time

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Location: Lynnfield, MA
Job ID: 152725-1A
Date Posted: May 3, 2019

Job Description

Welcome To

Primary Care  is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.

We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.

About the Job

Position Summary: Under the general direction of the Manager of Registration and Scheduling, oversees and coordinates the daily operations of the lobby/ registration, cash controls for co-payment collection and clerical activities in the main Hospital Lobby to ensure performance of departmental personnel in keeping with institutional and departmental objectives and standards.  Schedule staff to maintain adequate coverage of all areas of the lobby; orient and evaluate staff members; serves as a liaison to physicians, nursing and ancillary departments addressing problems and meeting and exceeding patients needs.


Essential Duties & Responsibilities including but not limited to:


  1. Effectively organizes the staffing in the Lobby to ensure a smooth operation of patient arrival, registrations and clerical  activities in the main Hosiptal Lobby.  Effectively participates in the development, implementation and communication of departmental and Clinic-wide goals, policies and procedures. Schedules staff to maintain adequate coverage and assists with evaluations and disciplinary issues.
  1. Evaluates daily patient counts for sufficient staffing levels for the A-Z Registration and the front information desks.
  1. Coordinates staffing for all hours of operations including weekend and beeper coverage.
  1. Ensures 100% compliance around cash control and co-payment collection.
  1. Escalates any cash discrepancies to the Manager /Director.
  1. Reviews weekly employee time cards
  1. Assists with the creation, implementation, and monitoring of employee incentive program for the Lobby staff.
  1. Ensures the highest level of customer service standards fo r not only themselves, but also for the staff of the lobby- registration area..
  1. Makes recommendations on merit increases.
  1. Organizes and maintain communication book, reference materials and other education materials.
  1. Recommends system changes and enhancements as required.
  1. Trains and orients new staff to the polices of the lobby-information desk.
  1. With the Manager and Director, analyzes operational needs and assists in the development and strategy of the Registration and Scheduling department.
  1. Assists in the preparation and operation of regular staff meetings to educate staff and exchanges ideas and information.
  1. Actively participates in meetings for the Lobby as necessary.
  1. Informs the Manager of any anticipated problems, procedural changes or operational needs.
  1. Assists co-workers when short-staffed, cross-trains in all the Registration and Scheduling areas, and perform a variety of other duties as assigned by the Manager of Registration& Scheduling /Director
  1. Oversees the clerical duties related to procedures such as insurance fixes, co-pay collection and the processing of appointments.
  1. Organizational Requirements:
  • Maintains strict adherence to the Lahey Clinic Confidentiality Policy.
  • Incorporates Lahey Clinic Guiding Principles , Mission Statement and Goals  into daily activities. 
  • Complies with all Lahey Clinic Policies. Complies with behavioral expectations of the department and Lahey Clinic.
  • Maintains courteous and effective interactions with colleagues and patients.
  • Demonstrates an understanding of the job description, performance expectations, and competency assessment.
  • Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
  • Participates in departmental and/or interdepartmental quality improvement activities.
  • Participates in and successfully completes Mandatory Education.
  • Performs all other duties as needed or directed to meet the needs of the department.



Minimum Qualifications:


Education: Junior college or equivalent education and experience.


Licensure, Certification, Registration:  None required


Skills, Knowledge & Abilities:     Windows knowledge, completion of medical Terminology class and excellent customer service skills.


Experience:  Minimum of 3 year’s experience in a lead position in a fast paced environment, preferably in an area dealing with money/controls.  Interpersonal skills are necessary to effectively lead assigned staff and interact with all levels of staff both within the hospital and with outside agencies.  Must have excellent written and verbal communication skills and customer service driven/focused.  Analytical skills to problem solve.  Detail oriented to follow through on any special projects and the ability to work independently in a busy hectic environment.




About Us

The Lahey Model of Care—right care, right time, right place—is exactly what patients, providers and payers need and deserve. Identifying and delivering on this convergence of interests has positioned Lahey Health for further growth. Our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Lahey Health is a robust, regional system including a teaching hospital, community hospitals, primary care providers, specialists, behavioral and home health services, skilled nursing and rehabilitation facilities, and senior care resources throughout northeastern Massachusetts and southern New Hampshire. The system has a global presence with programs in Canada, Jordan and Bermuda.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.