Check Out Coordination Lead - MOP134948

Join Our Team at the McGrath Outpatient Pavilion, scheduled to open July 2025!

Are you a healthcare professional passionate about providing exceptional care and advancing medical excellence? The McGrath Outpatient Pavilion is seeking dedicated individuals to join our team and help shape the future of outpatient care in our community.

About the McGrath Outpatient Pavilion: Located in Hillcrest, the McGrath Outpatient Pavilion is a state-of-the-art, 250,000-square-foot medical facility designed to meet the growing healthcare needs of our region. Spanning six floors, this advanced facility is home to key clinical programs and offers specialized diagnostic, treatment, and surgical services. With a strong emphasis on cancer care, we are committed to delivering world-class medical services in a patient-centered environment.

Under direct supervision of the Operations Site Manager, the MOP Cancer Center Lead is responsible for oversight of the Multispecialty Cancer Clinic check-out, which includes but is not limited to infusion, radiology, imaging, and clinic scheduling processes in Epic. With the guidance of the Operations Site Manager, the MOP Cancer Center Lead initiates and participates in improvement efforts that directly impact the Cancer Center.

The MOP Cancer Center Lead provides leadership support and leads training for all front-end duties as well as other advanced administrative tasks such as template management and exam room assignments. The MOP Cancer Center Lead meets regularly with Operations Site Manager to report issues and/or work on improvement projects and opportunities, including troubleshooting site specific staffing challenges. The MOP Cancer Center Lead also provides support related to office supply inventory, purchases and maintenance, staff coaching and mentorship, development and improvement of scheduling processes, development of tip sheets, training documents, policies and procedures to optimize scheduling workflows and leads the way for patient experience initiatives.

Acting as a liaison between the Multispecialty Cancer Clinic and Infusion Center, the MOP Cancer Center Lead supports quality assurance efforts and serves as a front-line customer service representative for all patient check-out escalations, issues, patient complaints and problem resolution, maintaining a high level of professionalism in communicating with patients, subordinates, peers and physicians. The MOP Cancer Center Lead cross-covers different areas as needed, which include and are not limited to Cancer Services in La Jolla, Kearny Mesa and Hillcrest.

The MOP Cancer Center Lead is responsible for a variety of clerical duties in support of patient services within clinical and call center areas including, but not limited to answering patient phone calls, reviewing and updating work-queues, handling Epic In-Basket messages, scheduling imaging and radiology visits in coordination with clinic and/or infusion visits, updating templates, and providing other support and assistance as needed.

• Four (4) or more years of patient access experience in a large, complex healthcare environment.

• Excellent written and verbal communication skills.

• Excellent customer service skills.

• Working knowledge of medical terminology.

• Proficient level of expertise of Microsoft programs (Word, Excel, PowerPoint).

• Bilingual: English and Spanish.

• Ability to build strong relationships with physicians, clinical and non-clinical team members, colleagues, leadership and the healthcare community.

• Advanced customer service skills to effectively lead and prioritize activities for self and subordinates.

• Strong attention to detail, organization, time management skills and abilities.

• Strong ability to plan for human and physical resource needs to revise staffing schedules in response to changing priorities, coverage, and clinic schedules.

• Excellent written and verbal communications skills, with the ability to train and mentor subordinates, convey complex information or workflows in a clear and concise manner, and prepare and present various reports, documentation, analyses, and proposals.

• Advanced knowledge of Oncology, Infusion, Imaging, Radiology, Lab, and/or multispecialty scheduling.

• Experience and demonstrated success in developing, management and implementation of complex workflows.

• Experience and demonstrated knowledge of third-party payors including federal, state, and private health plans.

• Experience with insurance and authorization.

• Highly proficient with MS Office: Excel, PowerPoint, Outlook, Word, etc.

• Medical terminology training or certificate.

• Experience with Epic and template management.

• Call Center Experience.

• Must be able to work various hours and locations based on business needs.

• Must be able to work various hours, including overtime, weekends, holidays, and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.

• Perform other duties as required.