Job Summary: The Patient Liaison Team Leader will function as the first point of contact to support and guide the Patient Liaison Team. The Patient Liaison Team Lead will be responsible for managing daily operations, resolving patient concerns, and ensuring team coverage and performance under the direction of the Patient Access and Services Manager.

Duties and Responsibilities:

• Supports Patient Liaison team with issue resolution related to patient complaints, department concerns, process improvements, technical issues and general personnel inquiries.
• Receives incoming calls and schedules for a multi-location Retina practice.
• Partners and communicates well with other department leaders as needed regarding questions, issues or complaints related to patients to facilitate a smooth and complete resolution.  
• Manages the team’s work schedule to ensure the department has appropriate coverage.
• Communicate with Patient Access and Service Manager on team PTO, call outs and other leave types to adjust team schedules. 
• Contributes performance challenges and achievements during the performance review process and to ensure a thorough and complete assessment is accomplished for each team members. 
• Completes and/or delegates projects to team members.
• Identifies and facilitates training needs for existing staff. 
• Participates in the interview process as requested by the department leader.
• Trains new recruits and conducts ongoing refresher training. 
• Participate in regularly scheduled department/interdepartmental/company meetings.
• Conducts call audits and provides weekly KPI updates to team individually or as a group.
• Maintains compliance with HIPAA regulations by keeping sensitive information confidential.
• Other duties as assigned

Skills/Competencies:

• Knowledge of medical retina scheduling and triaging

• Effective communication
• Great decision-making skills

• Proficient in MS Office (Word, Outlook, Teams, Excel), EMR & PM
• Ability to plan well and prioritize work
• Remian calm under pressure
• Professional phone etiquette and strong customer service skills are a must.
• Ability to lead and mentor others.

• Bilingual (English/Spanish) preferred

Qualifications:

Education Requirements

• High school diploma, GED, or equivalent

Experience Requirements:

• At least 2 years of customer service (healthcare environment a plus)
• Ophthalmic technician experience preferred

• At least 2 years of call center experience
• 1 year working with FMLA, LOA, Disability documents

Physical Abilities:

• Prolonged periods sitting at a desk and working on a computer.