Support Services Team Lead

Description

Are you interested in making a difference in patient care? Learn about our unique culture of respect, growth, innovation, the best patient care, and how we give back to the community.

At United Urology Group , our employees are at the heart of our mission and have incredible opportunities to impact our patients' lives with their urologic care.
• We foster a culture that thrives on compassion, teamwork, integrity, and diversity, all of which start with our staff!
• We deliver a cohesive approach to urologic care that provides patients with access to experienced specialists, a superb team of healthcare professionals, and the most advanced technology for patient treatments and therapies.
• We offer competitive salaries and a great work/life balance: enjoy your weekends!
• UUG offers outstanding benefits, including tuition reimbursement, health, dental, and vision insurance, corporate discounts, and much more!

United Urology Group is regarded as the leading urology network in the country. Our Affiliates include Chesapeake Urology, Arizona Urology—Phoenix & Scottsdale, Arizona Urology—Tucson, Colorado Urology, and Tennessee Urology.

Position Summary

The Support Services Team Lead will work with the Support Services team to ensure that all support services functions are handled in an effective and efficient way, acting as a role model in providing guidance and resolution in completing the tasks.

Primary Duties & Responsibilities
• Provide team support on a daily basis for the handling of different functions.
• Learn, develop, and maintain proficiency in different functions of the Support Services Dept.
• Ability to model patient service to team members.
• Ensure the team is productive throughout the workday.
• Ensure fair and equitable distribution of workload amongst the team, notifying management of any concerns with timely execution.
• Help to drive team morale through contests, team events, etc.
• Maintain daily productivity and metrics tracking as needed.
• Update the working trackers every day.
• Report any issues with software systems or Excel spreadsheets to management.
• Ensure new hires are trained within the Support Services Department.
• Work with management to implement new ideas and policies for process improvement within the PAC and UUG.
• Perform other duties as assigned:
• Assist with Chats or Inbound phone support as the business requires.
• Assist with Support Services Level I, Prior Auth, Level II, and Care Coordinator’s work as business requires.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Qualifications

Qualifications:
• High school diploma or GED required.
• Must become familiar with Keona and PPS, FollowMyHealth, and Phreesia software systems as needed.
• Minimum of two years of customer service experience, preferably in progressive positions.

Knowledge, Competencies & Skills
• Superior interpersonal and problem-solving skills, particularly as they relate to customer and employee relations.
• Ability to multi-task in a fast paced, high-volume environment.
• Strong organizational time management skills.
• Self-motivated and goal oriented.
• Excellent written and verbal skills.
• Handwriting legible
• Typing speed 35-40+ WPM
• Microsoft Office Knowledge.
• Strong Excel Spreadsheet skills.

Tech Requirements For The Job
• High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.
• Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.
• Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.
• Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.

Direct Reports
• N/A.

Travel
• No travel is required for this position.

Physical Requirements For The Job
• Regularly required to sit and stand for extended periods.
• Involves standing, sitting, walking, bending, stooping, and twisting.

Equal Opportunity Employer: United Urology Group and its affiliate practices are an equal opportunity employer. We do not discriminate based on race, color, religion, age, sex, national origin, disability, veteran status, or sexual orientation.

The successful candidate(s) for any UUG position will be subject to a pre-employment background check.

Actual compensation offered to candidates is based on work experience, education, skill level, and geographic location. Compensation may vary depending on the state or region in which the position is located, in accordance with applicable laws. Applications for this position are accepted on an ongoing basis until the role is filled. There is no specific application deadline.

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