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Intake Team Lead At Bayshore HealthCare

Location: Mississauga, Ontario

Job Description

JOB SUMMARY

The Intake Team Lead provides direction, instructions and guidance to the Administrative Team, for the purpose of achieving targets/goals. The Intake Team Lead works within the team, as a member, carrying out the same role, but with additional “leader” responsibilities. The effective Intake Team Leader will know individual team members’ strength, weaknesses and motivations in order to drive performance within the group

DUTIES AND RESPONSIBILITIES
  • Good understanding and promotion of Bayshore’s Specialty Drug Care Program & Prior Authorization Model:
  • Excellent understanding of key concepts & the ability to adjust where appropriate
  • Lead and assist Administrators with managing the work load to ensure that referrals and orders are handled in a timely manner
  • Monitor each queue through various reports and redistribute work as appropriate
  • Communicate clear instructions to the team members
  • Listen to team member’s feedback
  • Acts as a resource for colleagues
  • Lead training of new team members
  • Provide ongoing education and training support to team members
  • Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed
  • Communicate progress to direct Manager
  • Provide ongoing support to the Management team
  • Participate in ongoing internal and/or external continuing education activities
  • Adhere to Bayshore Policy & Procedures
  • Participate in Quality activities and continuous improvement initiatives in keeping with the company’s systems
  • Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident
  • Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
  • Complete other tasks as requested
  • PA role details to be developed & include:
    • Serve as the point of contact for key physicians’ offices and PAPs
    • Perform Prior authorizations as required by payor source, including procurement of needed documentation by collaborating with physician offices and insurance companies
  • Good understanding and ability for data and information analysis:
  • Understanding of call centre metrics
  • Provide daily reconciliation of all referrals received & entered
  • Oversee seamless phone coverage (inbound/outbound) to maintain service level targets & provide data on the same
  • Provide ongoing data on reason code usage by individual team members & identify areas for improvement
  • Provide clear and concise data information to internal customers who require it for reporting
  • Able to make cogent evidence-based recommendations

OTHER SKILLS AND ABILITIES:
  • Exceptional customer relations and teamwork skills; intermediate to advanced skills in general, administrative level writing skills; strong commitment to continual learning; fluency in written and spoken English
  • Familiarity and comfort with Database design and management
  • Comfort with all major windows software applications or comfort and ability to learn
  • Ability to handle multiple issues simultaneously
  • Internal candidates must have a proven ability to deal with complex issues and above average initiative
  • Successful candidates must complete a six month probationary period specific to the position
  • Comfort with all major windows software applications or comfort and ability to learn
  • Ability to handle multiple issues simultaneously
Qualifications:
Education
  • Minimum – Recognized University Degree, preferably in a science or health related field
Experience
  • A minimum of two years previous experience in the healthcare sector preferably within an Intake/Prior Authorization function
  • Experience in identifying operational issues and recommending and implementing strategies to resolve problems