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SalaryJob Summary
The Tracking Team Leader will assist the Manager of Screening Tracking in overall work team assignments, throughput and work quality of the Tracking Team. This role is meant to be a support and backup to the Manager of Screening Tracking in daily operations and team support. This role will include assisting the Manager of Screening Tracking in assuring that each practice and Screening program has assigned appropriate team members to work open follow-up. This role is a working role with expectations of working patient accounts alongside the team. This role has time sensitivity in that all patients must be worked in accordance with our Radnet East Coast protocols and policies.
Essential Duties and Responsibilities
- Oversees and delegates the daily/weekly work assignments of Open Follow-up ( BIRADS/Lung Rads/PI Rads or any like Screening Program).
- Assists the Manager of Screening Tracking in monitoring customer complaints internally and externally.
- Conducts audits of employees to ensure quality tracking and provides outcomes to the Tracking Manager when requested.
- Will monitor Lost to Follow up – and assist with resolve – reassignments as needed.
- Working with the Manager of Screening Tracking in monitoring call volumes, team member statistics and customer complaints with Cisco Contact Center module.
- Provides feedback about team member performance and training opportunities.
- Recognizes and provides coaching, counseling and discipline as appropriate.
- Promotes team morale by maintaining a positive and motivated disposition for self and staff.
- Follows all compliance plan standards and policies.
- Responsive to customer questions; knows where and how to obtain information/answers.
- Maintains composure and behaves professionally in difficult patient situations and knows when to involve a manager.
- Working Team Leader performing Tracking as other team members.
- Will require working directly with team members in training and new hires. This may be remote or in-person requirements.
- Back up to Manager of Screening Tracking in the event of vacations and absences.
- Effective use and timeliness of daily responses to emails/phone calls tasks assigned.
- Other duties as assigned.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Requirements:Minimum Qualifications, Education and Experience
- High school diploma or general education degree.
- Possesses and utilizes excellent customer service skills.
- Strong public relations skills.
- Exceptional written and verbal communication skills.
- Must be detail-oriented and organized.
- Possesses clerical skills.
- Ability to interact effectively with doctors, referring doctors, staff, patients, vendors, peers and management.
Quality Standards
- Attends regular corporate meetings as requested.
- Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
- Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
- Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
- Follows OSHA regulations, eRAD and site protocols, policies and procedures.
- Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
- Practices universal safety precautions.
- Promotes good public relations on the phone and in person.
- Adapts and is willing to learn new tasks, methods, and systems.
- Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
- Consistently adheres to the time management policies and procedures.
- Completes job responsibilities in a quality and timely manner.
Physical Demands
This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling or feeling, speaking, listening and high-level cognitive thinking. Must be able to use a computer and other office machinery, including copiers, scanners, and computer software. Also, must be able to lift up to 20 pounds occasionally and weights of up to 10 pounds with regularity.
Working Environment
An office setting with remote days.
Pay Range:
$22 - $25 / hour
