Lead Patient Access Center Representative

Lead Patient Access Center Representative

Administrative/Office Support

Boynton Beach, FL

Full-Time/Regular

Position Summary:

We have an exciting opportunity to join our team as a Lead Patient Access Center Representative.

In this role, the successful candidate The Lead Access Center Representative will act as a team lead or lead of a specialized initiative. Leads are tenured Access Center Representatives who have proven their ability to schedule patient appointments and field a wide range of inquiries, concerns, and requests. The lead has a proven track record of instilling loyalty and confidence by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers.

As appropriate, the position will elicit patient information and follow established protocols to schedule patient appointments for specialized services. They will ensure that patient needs are met and promote the optimum Patient Experience. The Lead Access Center Representative serves as a mentor showing other Access Center Representatives how to establish and maintain effective relationships with patients and callers via active listening, empathy, rapport, courtesy, and professionalism.

Leads will support and work directly with supervisors to assist agents within their team/pod/group at the Patient Access Center (PAC).

Job Responsibilities:

• Respond to multi-channel inquiries inclusive of both inbound and outbound calls from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Access Center in accordance with established NYU Faculty Group Practice (FGP) guidelines.
• Mentor and assist Access Center Representatives I and II (ACRs) in need of operational support.
• Attend to ACR inquiries via group chat or in person interactions directly related to answering questions while agents are taking calls.
• Act as an escalation for Access Center Representatives Levels I and II and will handle high priority calls when needed.
• Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty and specialty initiatives.
• Able to identify trending errors and elevate to PAC leadership.
• Manages the conversation with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition. Able to assist other team members during particularly sensitive conversations or de-escalate tense conversations
• Understands and promotes best practices related to the 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.
• Assist ACRs in understanding and using EPIC EMR, Salesforce, Cisco, Verint and other PAC applications.
• Motivates and inspires their colleagues by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
• Creates and leads operational trainings to ACR’s as requested by leadership
• Assists supervisors in mentoring/coaching ACR’s, reviewing action grid items and ensuring ACR’s understand new protocols or physician practices being onboarded
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
• During all interactions, display characteristics of inquiry, empathy, courtesy, and respect.
• Adhere to and understands PAC call metrics and goals as outlined.
• Proactively keep up to date on all communications.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Demonstrate regular, consistent, and punctual…