Supervisor, Patient Access Center, M - F

Exemption Status: Exempt

Hiring Range: $53,580.80 - $96,428.80

Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations
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Schedule Details: Monday through Friday

Scheduled

Hours:

8:00 am to 4:30 pm

Shift: 1 - Day Shift, 8 Hours (United States of America)

Hours: 40

Cost Center: 99940 - 5492 Patient Access Center

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

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.

Supervises daily operation 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 UMass Memorial Health (UMMH). The Supervisor provides operational oversight of the PAC which includes implementing the PAC's strategic direction, supporting short and long-term goals, staff oversight and accountability, and acting as liaison with patients, referring providers, UMMH providers, hospitals, and senior leadership.

1. Coordinates daily activities for the Patient Access Center, including but not limited to scheduling staff, maintaining work queues, and performing statistical reporting.

a) Evaluates workload across priorities and distribute and monitor the flow of work for an assigned group of employees.

b) Ensures staff coverage and schedule.

c) Serves as the point of contact for escalated phone calls, technical issues, and workflow questions. Resolves or escalates issues where appropriate and provides customer service recovery when necessary.

d) Manages the operations of the PAC to ensure optimal performance, patient, and provider experience. Manages the performance of the scheduling-based team and/or general information functions at his/her assigned PAC location. Oversees and monitors work queues and reports for the Patient Access Center.

e) Examines current resources and identifies opportunities for system support to streamline processes for staff and management, including streamlining workflows.

f) Manages work queues and reports to ensure appropriate productivity and quality standards are achieved.

g) Organizes and maintains clear channels of communication with staff and exhibits appropriate communication with all levels of personnel.

2. Responsible for supervising PAC personnel assigned

a) Conducts onboarding and continuous training to ensure employees receive the appropriate skillset development and are appropriately trained. Ensures staff compliance with mandatory education and training.

b) Ensures staff evaluations are completed according to defined PAC performance standards, account evaluation periods, and conduct disciplinary action process as appropriate.

c) Holds individuals accountable to meet or exceed the performance and customer service standards. Provides support to management during challenging staff disciplinary action and / or termination discussions.

d) Oversees collection of patient liabilities as appropriate.

e) Participates in hiring process such as conducting interviews, recommendations for hiring and coordinate with the Manager and HR.

3. Serves as the PAC liaison with assigned clinics and departments

a) Collaborates and works closely with other clinic and departments to promote a harmonious relationship and atmosphere of teamwork and partake in process improvement initiatives.

b) Assists the Manager to identify areas of opportunity and process improvement to improve communication channels, reduce hand-offs and access with the clinic.

4. Serves within roles of the Scheduling Agent

a) Handles patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple incoming phone calls from providers across multiple clinics/departments, practices across multiple campuses.

b) Makes outbound phone calls to patients to schedule appointments…