Surgery Team Lead

Vanguard Skin Specialists is a dermatology and plastic surgery practice serving communities in southern Colorado. Our mission is to make a positive impact on our patients, our community, and our world. This mission drives everything we do from opening offices in underserved areas to sponsoring humanitarian projects to volunteering locally and abroad.

The Surgery Team Lead is responsible for overseeing the day-to-day operations of the Surgery team, ensuring that the team meets all goals related to efficiency and effectiveness while providing the highest level of customer service to each patient.

Description

• Schedule: This is a full-time position. The standard workweek for Team Leads is 40 to 45 hours; however, flexibility is expected, as additional hours may be required during peak operational periods.

• Location: Based primarily in the Briargate office and HQ office. Occasional travel to other offices may be required.

Duties and Responsibilities

• Lead and help the Surgery team fulfill all of the responsibilities outlined in the Surgery Coordinator Job Description.

• Team Oversight

• Help train, coach, and supervise team members, including developing and leading sessions for new staff orientation and subsequent weeks.

• Provide team with resources, updated SOPs, and training materials.

• Ensure sufficient team coverage to meet goals.

• Develop and lead a high performing team that meets targets and is inspired to follow Vanguard’s mission.

• Work with HR and supervisor regarding progressive discipline and discharge proceedings when necessary.

• Reporting and monitoring

• Run team and individual reports for the Surgery metrics dashboard.

• Listen in on phone calls to provide coaching to team members.

• Provide individual coaching to team members based on reports on a regular basis.

• Operational Responsibilities

• Design and monitor surgical templates to maximize efficiency, room utilization and provider productivity.

• Serve as the primary liaison between surgeons and patients for surgical care planning.

• Ensure that all surgical scheduling, documentation and patient communications are HIPAA compliant.

• Routinely audit surgical workflows to identify risks and correct deficiencies.

• Act as the point person for all issues related to surgical patients.

• Assist with forecasting surgical caseloads to ensure proper staffing levels while remaining in budget

• Support Director of Operations in special projects and initiatives.

• Operating Principles:

• Role model Vanguard’s values and operating principles: making a positive impact on patients, community, and the world.

Targets and Outcomes

Help build and develop a team that attains the following:

• Coach team members to reach individual goals

• Relay pathology results to patients within 24 hours of provider sign-off

• Spend an average of 25% of each hour worked actively on phone calls

• Complete and average of 2 tasks per hour worked

• Schedule 2+ procedures per hour worked

• Respond to patient messages (email, voicemail) within 60 minutes

• High accuracy in patient scheduling and handling requests

• We strive for efficiency and effectiveness in on-going operations. The goal is to deliver on the responsibilities above with a high degree of efficiency and effectiveness.

1. Efficiency: Manage staffing and team operations to meet above targets while staying within budget.

1. Effectiveness: Continually improve the patient experience as evidenced by online ratings >4.7, NPS >94%.

Targets will be set annually with Objectives & Key Results (OKRs). The OKRs are designed to improve upon our steady state and day-to-day operations.