Position Summary:
We have an exciting opportunity to join our team as a Supervisor- Patient Access Center.
This Supervisor role is responsible and accountable for supervising a team of Access Center Representatives (ACRs) and their activities to ensure that the organizations vision and business objectives are met. This position will lead, manage and support a team of ACRs to achieve consistent results. Provides direct supervision of and support to ACRs via the monitoring of quality performance and availability. This includes, but is not limited to, participating in the development of ACRs coaching, establishing individual development plans and routine performance reviews, assisting in managing workflow, reporting on trend, and collaborating with other Patient Access Center PAC leaders.
Job Responsibilities:
Ensure that ACRs are trained appropriately; follow correct procedures and maintain a high degree of quality work Work with other PAC leaders to manage daily work assignments and workflow Provide support to the PAC by participating in regular quality monitoring supporting Patient Access Center metrics and performance management report generation, intra day schedule adherence, and quality monitoring of assigned ACRs Assist ACRs in understanding and using EPIC, EMR, Verint, Salesforce, Cisco and other PAC applications Assist in ensuring all scripts and critical directives for scheduling remain current ; ensures constant feedback loop between ACR’s and leadership on changes made Keep up to date on all communications/updates within the Patient Access Center and cascade to their teams when appropriate and in a manner that ensures understanding and compliance Serve as the first point of escalation and respond to ACR inquiries via group chat or in person interactions directly related to answering questions while agents are taking calls Ensure adherence to quality calibration sessions which ensure consistency with departmental standards of quality assurance Supervisors will continue to build upon these sessions with daily feedback and weekly/monthly coaching Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty and specialty initiatives Report trending errors to PAC leadership Promote best practices with regard to physician protocols to schedule appointments for NYU FGP specialties and meet established Access Center performance goals Assist in hiring and onboarding new employees as required Understands and continuously monitors Key Performance Indicator KPI standards including but not limited After Call Work ACW Average Handle Time AHT etc Able to assist team members in managing conversations with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition Motivates and inspires their team by creating an environment that promotes positive communication encourages bonding of team members and demonstrates flexibility Promote and enforce the utilization of NYU FGP Healthcare systems Patient Access Center PAC applications reference materials and websites to enter patient information answer patient questions verify insurance perform specific scheduling functions etc Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes Lead and ensure compliance in multidisciplinary quality and service improvement teams as appropriate. May be called upon to lead trainings to agents on new practices or refresher trainings Provide an excellent experience to NYU FGP patients customers and providers Demonstrate regular consistent and punctual attendance and enforce the same adherence with their team members Adheres to and enforces uniformly Access Center policies and procedures Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission vision and values and promoting excellence in the patient experience during every encounter Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES Connect Align Respond Ensure and Sign Off Greets patients warmly and professionally stating name and role and clearly communicates each step of the care/interaction as appropriate Works collaboratively with colleagues and site leadership to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person by phone or via electronic messaging Proactively anticipates patient needs and participates in service recovery by applying the LEARN model Listen Empathize Apologize Resolve Notify and escalates to leadership as appropriate Shares ideas or any observed areas of opportunity to improve patient experience and patient access with appropriate leadership i e ways to optimize provider schedules how to minimize delays increase employee engagement etc Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles Perform other duties as assigned particularly as it relates to the demands of the Patient Access CenterMinimum Qualifications:
To qualify you must have a Associates degree with 1-3 years work experience or a High School Diploma with 3 years work experience preferably in a Contact center setting At least 1 year of direct experience in a Supervisory/leadership role preferably in an inbound Contact center Must be an ACRIII or Lead ACR for a minimum of 6 months Must be meeting the performance goals required for your current position. No corrective action, written/final written within the last 6 months Must be able to work a full time schedule between the hours of 5:00am-5:00pm with no issues with attendancePreferred Qualifications:
Experience managing within an access/contact center hospital clinic or medical office scheduling environment is highly preferred Qualified candidates must be able to effectively communicate with all levels of the organization.NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
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