Access Center Lead Representative

MyMichigan Health•Midland, MI

About The Position

This position leads customer service in the Scheduling/Authorization Verification department and supports the team’s daily operations. The lead facilitates effective departmental performance by participating in, supporting, modeling, and coaching consistent, effective customer service. The role provides staff training, coaching, mentoring, and examples of excellent telephone skills and scheduling techniques. It also schedules appointments with patients and physician offices, assists the team with complex scheduling issues in scheduling software, and works with management to identify, plan, and implement process enhancements. The position supports departmental managers with process audits and controls, customer satisfaction reviews, and performance review meetings. It coaches and mentors team members, manages escalations and service recovery, assists with complex scheduling and authorization cases, facilitates new employee training, and participates in projects and strategic initiatives. The lead also establishes work processes and promotes continuous improvement and learning. The role requires an associate degree, at least six months of scheduling experience, and four years of customer service experience. Additional requirements include computer proficiency, strong customer service and communication skills, flexibility, analytical and problem-solving ability, organization, multitasking, and the ability to coach and mentor. Annual OSHA training and a computer skills assessment upon hire are required. The work may involve stressful situations and public contact, use of personal protective equipment, possible exposure to bloodborne pathogens and other potentially infectious materials, frequent sitting, standing, and walking, and occasional lifting or carrying up to 10 pounds. Physical demand level is sedentary.

Requirements

Associate degree required.
At least six months of scheduling experience.
Four years of experience in a customer service setting.
Extensive knowledge of computer software and demonstrated proficiency in or knowledge of a variety of software applications.
Flexibility and availability to interact with employees at all levels.
Ability to manage multiple conflicting priorities and multiple business units in multiple locations.
Self-directed and motivated, with the ability to solve problems involving several options.
Intermediate analytical and quantitative skills.
Ability to multitask and manage complex assignments or initiatives effectively.
Ability to lead compassionately and serve as an effective coach and mentor.
Attention to detail in composing, typing, and proofreading materials, establishing priorities, and meeting deadlines.
Good to excellent spelling, grammar, and written communication skills.
Excellent telephone and oral communication skills.
Strong emphasis on customer service excellence.
Complete mandatory OSHA training annually according to the Exposure Control Plan.
Demonstrate competency in Microsoft Windows.
Complete a Computer Skills Assessment through the learning management system upon hire and, if indicated by assessment results, participate in further learning opportunities.
Able to wear personal protective equipment, including latex materials or an appropriate substitute if required.
Able to move freely about the facility, with or without an assistive device, and perform the job functions described.
Overall vision and hearing, with or without assistive devices.
Ability to sit, stand, and walk for long periods and to make frequent postural changes such as stooping, kneeling, or crouching.
Follow bloodborne pathogen and TB testing requirements as applicable.
Ability to handle multiple tasks, get along with others, work independently, maintain regular and predictable attendance, and stay awake.
Overall dexterity, including handling, reaching, grasping, fingering, and feeling; may require regular to frequent repetition of these movements.
Able to occasionally lift or carry 0–10 pounds (0–33% of the workday).

Responsibilities

Support departmental managers by implementing and monitoring internal process audits and controls to maintain data integrity and process flow.
Review customer survey results periodically to support overall customer satisfaction.
Conduct periodic performance review meetings with team members and the department Supervisor to review service metrics and quality and set stretch goals for improvement.
Coach and mentor team members, including managing customer case escalations and service recovery situations.
Provide guidance to Schedulers and Assistants handling complex scheduling or authorization cases.
Facilitate training for new employees.
Participate in special projects and strategic initiatives.
Foster communication and teamwork within and across organizational boundaries; facilitate open communication and resolution of differences, and share insights such as performance results and effective coaching techniques.
Establish departmental work processes, practices, and systems to manage customer service requests effectively.
Promote continuous improvement and learning by engaging staff in improving service delivery protocols and practices.
Participate in periodic operational meetings with the team to address service delivery issues.
Schedule appointments with patients and physician offices and assist the team with complex scheduling issues in scheduling software.
Work with the management team to identify, plan, and implement process enhancements.
Perform other duties as assigned.