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