Hybrid Admissions Team Lead – Quality Assurance

at Cedars-Sinai

• Job title: Admissions Team Lead – Quality Assurance
• Job type: Full Time
• Experience level: Senior
• Salary: $29 - $45 per hour
• Degree requirement: High School Diploma
• Tech skills: Cloud
• Location requirements: Hybrid, Los Angeles, United States

About the role

• Admissions Team Lead overseeing operations in Cedars-Sinai Patient Access Contact Center. Coaching team members and ensuring quality of patient registration and flow.

Responsibilities

• Facilitates the admissions team workflow by coaching, answering questions, providing guidance, troubleshooting, and leading by example. Cross-trained within all areas of the assigned unit.
• Assists the supervisor in preparing and posting team work schedules. Assists with a staffing need to cover sick calls and other department needs. Works extended schedule and cover weekends to meet the needs of the department 24/7.
• Evaluates individual and team performance and assists the manager and supervisor by providing feedback regarding counseling and disciplinary action and ensuring compliance with the department’s time & attendance policy. Recommends action as to hiring, transfers, promotions, overtime, and other administrative actions related to staff.
• Assists with orientation and unit training for new hires. Coaches staff and identifies training needs. Identifies staff ready for additional development/ training opportunities and works with supervisors to provide opportunities to meet staff needs.
• Assists with budget compliance by staying within approved staffing levels, monitoring the use of overtime, and ensuring compliance with the department’s time and attendance policy.
• Assists with quality control activities to be certain demographic and financial information is accurate, benefits are verified and insurance coverage is accurately documented. Provides appropriate feedback and assistance to staff.
• Collects data to support performance indicators and quality assurance reporting. Monitors management and quality reports.
• Updates the registration system to ensure proper billing and collection can occur.
• Monitors patient wait and registration times to ensure patient waits are within standards.
• Assists managers, supervisors, and peers to identify and meet customer needs. Assists with investigation and follow-up regarding customer complaints.
• Serves as liaison with other units in the department.
• Serves as a team lead to include overseeing the work of others, assigning or allocating work to team, and ensuring tasks are completed according to deadlines and quality standards.
• Supervises the day-to-day work of employees, assigns work, ensures task completion and deadlines are met.

Requirements

• High School Diploma/GED required. Bachelor's Degree in Hospital Administration or equivalent preferred.
• Four (4) years of healthcare experience working in Patient Access, Registration, Financial Clearance, Scheduling, or Revenue Cycle related roles, preferably with the department of Cedars-Sinai health system required.
• Certified Healthcare Access Associate (CHAA) certification preferred upon hire.
• Prior quality assurance or call monitoring experience within healthcare, customer service, or contact center operations is preferred.
• Experience with EPIC scheduling (Cadence, Referrals, or Decision Tree workflows) is preferred.
• Familiarity with Genesys Cloud, NICE, or similar platforms is beneficial.