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Cleveland Clinic



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Health Care-Cleveland Clinic
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Job Title

Team Leader Job

Team Leader

Reference Title
HR Use Only:
Hospital: Cleveland Clinic Florida
Job Code: 000266
Pay Grade: 11
Schedule: Full Time
Shift: Days
Hours: TBD
Job Details:


Assists the Supervisor and Directors with the day to day operation of the Appointment Center. Provides general supervision and direction for Appointment Center agents. Appointment Center functions to include pre-registration/advancing and scheduling. Assists in the development and implementation of new systems, software and special projects. Ability to manage multiple tasks while maintaining a high level of customer service.

A. Education, Knowledge, Skills and Abilities

Associates or Bachelor’s degree in a related field . Experience may be considered in lieu of degree. Requires in depth working knowledge of registration and scheduling functions to include Registration, Scheduling, and Verification. Must type 35 nwpm. Requires PC software application knowledge and ability to use multiple data systems. Medical terminology sufficient to understand and interpret physician orders. Demonstrated ability to guide members of a unit and work successfully within a team and promote harmonious inter and intra-departmental relations. Displays a positive and professional approach and communicates effectively with customers and team members. Excellent communication, organizational and interpersonal skills required.

B. Required Length and Type of Experience

Three years of experience in a financial, business office or customer service environment and previous workleader experience. Five years experience in a related medical settng that includes previous workleader experience may be considered in lieu of degree. Employee may rotate to different locations based on staffing needs.

C. Required Licensure, Certification or Registry



1. Performs duties of Appointment Center staff and meets or exceeds all perfomance standards..

2. Oversees the daily operational activities of all Appointment Center staff. Monitors the work flow and adjusts daily assignments using productivity and performance measures. Analyzes problem areas in work flow and assists with implementation of solutions. Assists with the assessment of overtime.

3. Identifies customer service issues and resolves or initiates necessary follow-up. Implements service recovery efforts as appropriate.

4. Assists with orientation and development of new employees.

5. Ensures that policies and procedures are communicated and upheld by staff.

7. Monitors department activities and provides coaching and feedback to team members when appropriate.

8. Performs timekeeper functions for the department.

9. Ensures appropriate supply levels are maintained for department.

10. Attends educational opportunities outside of the department as directed by management.

11. Presents materials at department staff meetings as directed by management

12. Proficient in all registration systems, EAPM superuser.

13. Works workqueues

14. Performs other duties as assigned.


All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position:

World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.

Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities incuding adapting to changes in work environment and accepting supervisory feedback.

Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.

Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.

Managerial Responsibilities: Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.

NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.

B. Required Physical and Environmental Demands

Sufficient mobility and strength to move around the department and throughout the facility. Ability to stand or sit for prolonged periods of time. Excessive walking and standing while obtaining patient information when using laptop computer on wheeled device for bedside registration. Ability to lift 25 pounds.

Category: Clerical/Administrative Support

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