Lead, Patient Services - Remote

The Patient Services Lead will answer incoming calls and make outgoing calls to remind patients of scheduled appointment and instructions, schedule appointments and pre-register patients for medical scans according to documented work processes. This person follows standardized process to get and give information during scheduling/pre-registration. The lead enters all information into the applicable computer system, determine the needs of other callers and transfers to appropriate personnel, and resolves higher level and escalated issues. This person directs workflow of staff and monitors team deadlines to ensure they are met and acts as key source of reference for staff, trains new hire staff, coverage and support for team members as needed; will back-up supervisor when necessary.  The lead will ensure every every customer receives the highest quality of customer service.

Specific duties include, but are not limited to:

• Makes outgoing calls and receives incoming calls to remind patients of scheduled appointments and instructions, schedules appointments and pre-registers patients for medical scans; contacts patients and referring physician offices to schedule appointments.

• Follows prescribed list of questions and provides standardized responses to get and give information during scheduling/pre-registration calls.

• Ensures the gathering of accurate and complete patient data required to complete the scheduling process and any specific information required by customer facility.

• Enters all information into computer system.

• Determines customers’ needs based on incoming calls; resolves higher level and escalated issues as referred by Patient Service Associates. Acts as the key source of reference for staff.

• In the absence of the supervisor, monitors the ACD system and directs workflow of staff.  Ensures goals and deadlines are met.

• Trains new team members and provides extra training, technical or otherwise to team as needed.  Demonstrates leadership qualities by serving as a positive example for others to follow.  

• Monitors and reports performance issues to supervisors. Identifies staff developmental opportunities. 

• Completes any additional job duties as assigned.

Position Requirements:

• High School Diploma or equivalent experience required.

• 3+ years in medical or related field required; knowledge of medical terminology and compliance procedures.

• Experience with medical scheduling/billing systems required.

• Computer literacy;  strong multi-tasking abilities; strong communication skills; ability to work well with physicians, patients, and coworkers

• Solid decision-making skills; demonstrated leadership and good judgment; ability to train new skills and direct workflow; excellent interpersonal and customer service skills.

• The COVID-19 vaccination is/may be a condition of employment.

• All candidates who accept an offer for employment will be required to successfully complete a pre-employment background check and drug screen as a condition of employment.

Physical Requirements:

Standard office environment. 

More than 50% of the time:

• Sit, stand, and walk.

• Repetitive movement of hands, arms and legs.

• See, speak and hear to be able to communicate with patients.

Less than 50% of the time:

• Stoop, kneel or crawl.

• Climb and balance.

• Carry and lift 10-20 pounds

Residents living in CA, NY, Jersey City, NJ, WA and CO click here to view pay range  information.

Akumin Operating Corp. and its divisions are an equal opportunity employer and we believe in strength through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, age, race, religion, color, national origin, sex, sexual orientation, gender identity & expression, status as a protected veteran, or disability.