HealthcareTeam Leader Bilingual

Role Overview:

The bilingual Team Lead reports to a Director or Manager.  Responsible for the financial growth and profitability of the team. Sphere of influence encompasses members of the team as well as other members of the service line.

Must live in the Cleveland, OH area with travel to Cleveland Clinic area Hospitals. Speak, read, write, both Spanish and English

Role Responsibilities:

Supervises the operating activities of the business unit.

• Effectively communicates vision, mission, goals and objectives to staff.
• Facilitates buy-in from staff and communicates regularly on pending changes.
• Recommends annual scorecards components and manages necessary approved changes.
• Monitors and analyzes goals/key performance indicators and reviews monthly performance.
• Maintains and monitors data integrity and referrals in all appropriate Information Systems.
• Conducts quality audits on a routine basis.  Looks for performance trends and acts accordingly.
• Reviews quality audits on a routine basis. 
• Travels to onsite client locations to provide hands-on training and mentorship to direct reports, while also participating in client meetings or in-person client interaction as necessary. May be asked to fill in at a client location when other staffing is not available.
• Is expected to recommend, when indicated, changes having broader implications for service line policies and procedures.
• Monitors high profile accounts as directed.
• Conducts team and individual meetings on a regular basis to communicate best practices, overall concerns, goal attainment, etc.
• Assesses ongoing performance of associates, provides coaching and counseling and recommends training.
• Manages workload capacity to ensure proper utilization of resources (including transition plans).
• Handles account work and caseload for team members who are absent.
• Monitors and measures change.
• Provides regular and on-going technical training to Associates.

Ensures that all team Associates are working in concert.

• Reviews and offers recommendations for improvement in utilization of call-center functionality to increase productivity and effectiveness.
• “Call Monitors” the quality of the telemarketing representatives on a periodic basis.

Assists in developing a sound short- and long-range plan for the organization.

• Serves as member of Operations Team.
• Keeps up-to-date on industry changes to reimbursement methodology, coverage policies, etc. and communicates implications as appropriate.
• Meets as necessary with leadership for ongoing project planning.

Assists management with development of the organization related policies, practices and attainment of operating goals while maintaining some management responsibility.

• Drives operational process improvements (including technology) into the team.
• Recommends changes to technology to improve service line performance and effectiveness.
• Responsible for current client customer satisfaction at the appropriate team level, particularly as it relates to the performance of the team.
• Maintains awareness of level of success in meeting goals and in meeting client expectations.
• Updates appropriate leadership on activities, issues, and concerns.
• Reviews account processing procedures, recommends and implements needed changes.
• Identifies opportunities for cross-team productivity.
• Works with other Team Leader(s) to manage overall workload.
• Interacts with Quality Coordinator to ensure cases are processed to meet quality expectations.

Controls the human resource cost and growth

• Participates in interviewing and selection of staff.
• Review and approves time sheets in relation to budget.
• Review and approves expense reports in relation to budget. 

Assists with the capital expenditure and asset redeployment activities.

• Reviews and analyzes monthly financial statements.
• Develops and monitors budget.

Role Requirements:

• Live in the Cleveland, OH area
• Strong interpersonal skills
• Excellent verbal and written communication skills
• Leadership
• Team skills
• Moderate analytical skills
• Intermediate problem-solving skills
• Conflict management
• Coaching and counseling skills
• Strong IS skills in: Word, Excel, Workplace
• Strong listening skills