Patient Access Center Supervisor - FT - Days - DIO

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary

The Patient Access Center Supervisor provides day-to-day support for the Patient Access Center team, acting as a subject matter and technical expert. As a working Supervisor, performs a wide variety of patient care activities, including the prompt and accurate handling of appointment scheduling and pre-registration, financial services, addressing patient inquiries, and optimizing patient flow processes. Oversees the daily operations of the assigned departments as a Super User, primary escalation point, preceptor, and performance coach to include completing the following: leads, coaches, motivates, and retains assigned staff while promoting teamwork on assigned projects to achieve organizational expectations for the project/services. Accountable for the results and performance of the assigned team members as well as the overall team's accomplishments while operating ethically and with a genuine concern for team members, patients, and the community.

Responsibilities

Conducts audits, quality investigations, call monitoring, as well as evaluation of calls and team members. Responsible for gathering information and updates needed to enhance knowledge base for accuracy and quality in call handling. Maintains productive relationships with stakeholders to ensure up-to-date information is maintained.Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information. Provides leadership and manages escalated interactions following established protocols to ensure patient safety and data integrity.Develops and implements initiatives to foster employee engagement, enhance workplace satisfaction, and promote a positive organizational culture. Responsible for team employee engagement scores as well as the creation of action plans to address opportunities and improve scores below desired threshold.Collaborates with leadership team to coordinate and supervise division(s). Ensures adequate coverage, maintains effective resource management, and completes projects. Performs other administrative duties including, but not limited to, payroll, employee evaluation, surveys, leading of special projects, assisting with incoming calls, participating in operational meetings, and performing other duties as assigned.Performs the duties of the Contact Center's Patient Access Ambassador I, II, and Senior Patient Ambassador, including all roles and responsibilities and EMR utilization, as a working Supervisor.Manages and upholds Patient Access Center performance metrics and holds team members and self accountable for attainment of goals. Monitors and ensures that team members adhere to ambassador/employee expectations and complies with all Memorial Healthcare System's (MHS) policies and procedures.Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides technical guidance to others on a frequent basis and "rounds" with employees in the team.Participates in the interview process for new hires as well as champions staff training; both mandatory and divisional. Oversees on-site and remote training at the department level in collaboration with the training department.Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications, including: telephones, emails, web chats, SMS and faxes. Works across multiple functions and with all levels of the organization.Partners with training and development to provide role support and learning experiences for new employees. As a role model and subject matter expert (SME), facilitates training, knowledge transfer and cooperation support skills. Assists with audits and the oversight of EPIC work queues.

Competencies

ACCOUNTABILITY, CUSTOMER SERVICE, EFFECTIVE COMMUNICATION, LEADING BY COACHING, MANAGING PEOPLE, PATIENT AND FAMILY CENTERED CARE, PRODUCTIVE WORK MEETINGS, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements

Associates (Required)

Additional Job Information

Complexity of Work: This role requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision. Proficiency in handling multiple tasks and systems, while maintaining high-quality standards, is crucial. Must complete and successfully pass the Patient Access Center Onboarding Training Program. Must be able to work in a fast-paced work environment and take appropriate action when required. Proficient in dashboard monitoring and Excel report creation. Possesses strong written and verbal communication skills to complete executive summaries, prepare presentations, and make formal presentations.

Required Work Experience: Three (3) years' customer service experience required.Three (3) years of experience in a leadership/supervisory role required. Call/contact center service experience preferred. Prior experience in healthcare setting preferred.

Other Information: Associate's degree or five (5) years of equivalent leadership experience.

Working Conditions and Physical Requirements

• Bending and Stooping = 0%
• Climbing = 0%
• Keyboard Entry = 80%
• Kneeling = 0%
• Lifting/Carrying Patients 35 Pounds or Greater = 0%
• Lifting or Carrying 0 - 25 lbs Non-Patient = 60%
• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0%
• Lifting or Carrying > 75 lbs Non-Patient = 0%
• Pushing or Pulling 0 - 25 lbs Non-Patient = 60%
• Pushing or Pulling 26 - 75 lbs Non-Patient = 0%
• Pushing or Pulling > 75 lbs Non-Patient = 0%
• Reaching = 0%
• Repetitive Movement Foot/Leg = 0%
• Repetitive Movement Hand/Arm = 80%
• Running = 0%
• Sitting = 80%
• Squatting = 0%
• Standing = 80%
• Walking = 80%
• Audible Speech = 80%
• Hearing Acuity = 80%
• Smelling Acuity = 0%
• Taste Discrimination = 0%
• Depth Perception = 80%
• Distinguish Color = 0%
• Seeing - Far = 80%
• Seeing - Near = 80%
• Bio hazardous Waste = 0%
• Biological Hazards - Respiratory = 0%
• Biological Hazards - Skin or Ingestion = 0%
• Blood and/or Bodily Fluids = 0%
• Communicable Diseases and/or Pathogens = 0%
• Asbestos = 0%
• Cytotoxic Chemicals = 0%
• Dust = 0%
• Gas/Vapors/Fumes = 0%
• Hazardous Chemicals = 0%
• Hazardous Medication = 0%
• Latex = 0%
• Computer Monitor = 80%
• Domestic Animals = 0%
• Extreme Heat/Cold = 0%
• Fire Risk = 0%
• Hazardous Noise = 0%
• Heating Devices = 0%
• Hypoxia = 0%
• Laser/High Intensity Lights = 0%
• Magnetic Fields = 0%
• Moving Mechanical Parts = 0%
• Needles/Sharp Objects = 0%
• Potential Electric Shock = 0%
• Potential for Physical Assault = 0%
• Radiation = 0%
• Sudden Decompression During Flights = 0%
• Unprotected Heights = 0%
• Wet or Slippery Surfaces = 0%

Shift

Primarily for office workers - not eligible for shift differential

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.

Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.

Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.

We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.

Employment is subject to post offer, pre-placement assessment, including drug testing.

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