Lead Ambulatory Service Representative, OBGYN and CWC, 40 Hours, Days

Exemption Status:

Hiring Range:

Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

Union:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:
1. Receives and directs phone calls from patients and physician offices. Schedules patients for treatment by multiple providers and treatment areas, and arranges a variety of associated tests and procedures according to established guidelines and specific criteria. Prioritizes appointments in a manner that fosters optimum patient care, efficient utilization of physician's clinical staff, as well as equipment and facilities.
2. Handles urgent patient care calls according to department protocol. May alert providers to emergent patient care symptoms and concerns. Connects the patient's call to the provider or responds to the patient and takes messages as directed. Schedules urgent care appointments as needed and directed by physician.
3. Ensures tests and procedural prep information is provided to patients both verbally and by mail as necessary. Arrives and greets patients for scheduled and/or urgent care appointments and procedures. Confirms and verifies patient demographic and insurance information. May collect co-payments from patients upon arrival. Obtains signatures of consent from patient/guardian for treatment authorization and insurance/billing information. Assess patients' needs, including but not limited to, financial counseling, interpreter services, social services and refers to appropriate person or area.
4. Collaborates with insurers to obtain patients' prior-authorizations for procedures and tests as needed. Follows guidelines established by insurers to ensure that pre-authorization, pre-certification, and physician referrals for treatment are obtained prior to patient visits. Complies with referral management regulations established for primary care providers. Verifies eligibility for procedures or tests from various health care institutions. Follows up to correct discrepancies.
5. May facilitate patient prescription renewal matters,( via telephone, fax, and email), within scope of authority as directed by providers.

Standard Lead Level Responsibilities:
1. Distributes and monitors the flow of work for an assigned group of employees. Provides training and technical assistance to employees within the assigned work area. Assists supervisor in assuring that assigned employees are provided with appropriate resources, materials, and methods. Provides recommendations to manager or supervisor for the most efficient utilization of assigned personnel. Relays work instruction from the supervisor.
2. Complies with established departmental policies, procedures, and objectives.
3. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
4. Attends variety of meetings, conferences, and seminars as required or directed.
5. Demonstrates use of quality improvement in daily operations.
6. Complies with all health and safety regulations and requirements.
7. Maintains, regular, reliable, and predictable attendance.
8. Performs other similar and related duties as required or directed.
All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. High School Diploma.

Experience/Skill:
Required:
1. 4+ years of related experience.
2. Ability to work independently with minimal supervision and lead and train a group of employees.
3. Excellent oral, written and interpersonal skills, proven organization skills and problem-solving ability.
4. Ability to use specialized applications software and computer systems.
5. Necessitates individuals who are multifunctional and able to work under stressful situations.

Preferred:
1. Knowledge of business office procedures and medical terminology/procedures.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies, including age-specific competencies and their measurements, will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.