Front Office/Scheduler/Float- Lead

Reports to: Front Office/Scheduling Manager

Location: Mercy Hospital – Mercy (Coon Rapids) and Unity (Fridley) campuses; outreach clinic locations

Job Status/Hours: Monday – Friday, various shifts between 6:30am-5:30pm

Salary Range: $25.00-27.00 hourly

Position Summary :

The Front Office & Scheduling Department Lead serves as the day-to-day operational resource for scheduling and front office staff. This position provides workflow support, training, and technical guidance while promoting productivity, quality, and customer service standards. The lead acts as a liaison between staff and management and assists in maintaining efficient department operations.

Essential Duties and Responsibilities

Daily Operational Support:

• Serve as the first point of contact for staff questions regarding scheduling processes, workflows, and system functionality.
• Provide real-time support for scheduling challenges and operational concerns.
• Assist with troubleshooting technical and workflow-related issues.
• Support daily workload management and staffing coordination.
• Float to areas needing coverage as necessary.

Team Leadership:

• Serve as a role model for professionalism, customer service, and organizational values.
• Reinforce department policies, procedures, and best practices.
• Provide peer coaching and guidance to team members.
• Assist with communication of departmental updates and initiatives.

Training & Onboarding :

• Train and mentor new employees on scheduling processes, systems, and departmental expectations.
• Assist with onboarding activities and competency development.
• Identify training opportunities and communicate needs to department management.
• Support ongoing education and skill development for staff.

Quality & Performance Monitoring:

• Monitor phone statistics, scheduling productivity, and workflow performance.
• Assist in identifying trends, barriers, and opportunities for improvement.
• Support quality monitoring efforts and promote adherence to departmental standards.
• Escalate performance concerns and operational issues to management as appropriate.

Scheduling & Workflow Coordination :

• Assist in maintaining provider schedules and appointment availability.
• Support schedule adjustments and resource coordination as directed.
• Monitor work queues and ensure timely completion of departmental responsibilities.
• Help facilitate efficient patient access and service delivery.

Communication & Collaboration :

• Serve as a liaison between staff and department management.
• Assist with team huddles, meetings, and department communications.
• Collaborate with providers, clinic staff, and other departments to support daily operations.
• Promote teamwork and a positive work environment.

Scope of Responsibility:

• Provides operational leadership and guidance.
• Does not independently conduct performance evaluations, administer discipline, approve PTO requests, or make final hiring decisions.
• Escalates personnel concerns, performance issues, and operational challenges to the manager as appropriate.

MHVI offers a full benefit package, including:

– $25.00-27.00 per hour

– Employer HSA contribution

– 401k profit sharing and ongoing contribution – no employee contribution needed

– PTO plus paid holidays

– Medical insurance, including access to free online/at-home care

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

Job Type: Full-time

Pay: $25.00 - $27.00 per hour

Benefits:

• 401(k)
• AD&D insurance
• Bereavement leave
• Dental insurance
• Dependent health insurance coverage
• Disability insurance
• Employee assistance program
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• On-site gym
• Opportunities for advancement
• Paid jury duty
• Paid orientation
• Paid time off
• Paid training
• Pet insurance
• Referral program
• Retirement plan
• Tuition reimbursement
• Uniform allowance
• Vision insurance

Application Question(s):

• How many years of medical scheduling experience do you have?
• Have you worked in a leadership, lead, trainer, or mentor role within a healthcare setting?
• Which scheduling systems or EMR/EHR software have you used?

Work Location: In person