Lead Patient Acc Sched Agent - Partially Remote

Lead Patient Access Scheduling Agent

At UMass Memorial Health, everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The role of the Lead Patient Access Scheduling agent is to lead daily operations of assigned areas within the Patient Access Center (PAC). The PAC is designed to be a premier health contact center that provides patients, families and referring providers multiple pathways to connect to UMMH.

Major Responsibilities:

• Distributes and monitors the flow of work for an assigned group of employees. Serve as the lead for escalated phone calls, technical issues and workflow questions. Resolve or escalate issues where appropriate and provide customer service recovery when necessary.
• Coordinates the daily activities for the Patient Access Center (PAC), including but not limited to scheduling, maintaining work queues, and performing statistical reporting.
• Disseminates communication with staff and assists the supervisor in conducting training.
• Works with clinic and departments to promote a harmonious relationship and atmosphere of teamwork and partake in process improvement initiatives.
• Implements the PAC's policies and procedures, supporting short and long-term goals, and acting as liaison with patients, referring providers, UMMH providers, hospitals and senior leadership.
• Organizes and maintains clear channels of communication with staff and exhibits appropriate communication with all levels of personnel.
• Handles incoming phone calls from patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple providers across multiple clinics/departments, practices across multiple campuses.
• Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists.
• As part of the appointment scheduling process, secure the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor. Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate.
• Based upon appointment visit type, secure medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care.
• Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place.
• Applies relevant functional knowledge of multiple treatment areas, the priority and sequence of associated procedures, tests and primary care services.
• Prioritizes visits and services in a manner that will foster more efficient utilization of physician's clinical staff, and patient's time, as well as equipment and facilities.

Standard Lead Level Responsibilities:

• Distributes and monitors the flow of work for an assigned group of employees. Provides recommendations to manager or supervisor for the most efficient utilization of assigned personnel. Relays work instruction from the supervisor.
• Provides training and technical assistance to employees within the assigned work area. Assists supervisor in assuring that assigned employees are provided with appropriate resources, materials, and methods.
• Complies with established departmental policies, procedures, and objectives.
• Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
• Attends variety of meetings, conferences, and seminars as required or directed.
• Demonstrates use of quality improvement in daily operations.
• Complies with all health and safety regulations and requirements.
• Maintains, regular, reliable, and predictable attendance.
• Performs other similar and related duties as required or directed.

Position Qualifications:

• License/Certification/Education: Required: High School education plus additional specialized courses.
• Preferred: Associate's degree in business or healthcare-related field.
• Experience/Skill: Required: 3+ years of related experience. Ability to use specialized applications software and computer systems for patient registration and scheduling and knowledge of business office procedures. Good leadership skills, knowledge of medical terminology, third party payer billing and managed care requirements and procedure. Knowledge of primary care medical processes and associated procedures and tests. English speaking, reading and writing skills. Strong intrapersonal and communication skills.
• Preferred: Bilingual speaking, reading, and writing skills.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies, including age-specific competencies and their measurements, will be developed, and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

Physical Demands and Environmental Conditions:

• Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at View email address on click.appcast.io. We will make every effort to respond to your request for disability assistance as soon as possible.