Access Center Team Lead

White Plains Hospital-posted 7 months ago
$23 - $35/Yr
Full-time • Mid Level
White Plains, NY
Hospitals
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

In collaboration with the WPH Cares Office Manager and Administrative Director, will serve as the primary resource for Patient Access Associates, Patient Access Specialists, and Physician Navigators. The Team Lead is a supervisory position which assists in the assignment of work distribution to staff as well as in training and quality control processes. S/he provides leadership, coaching, and development to direct reports to ensure patient needs are met quickly, efficiently, and with a high caliber of service.

  • Understands and adds to the WPH Performance Standards, Policies and Behaviors.
  • Provides general oversight and supervision to associates, specialists, and navigators.
  • Assist in the recruiting, hiring, orientation, developing, and evaluation of staff.
  • Assists in developing and implementing short- and long-term work plans.
  • Handles customer complaints and inquiries and troubleshoot problems/escalations.
  • Enforces guidelines and best practice workflows for prioritizing work, evaluating the effectiveness, and modifying workflows as necessary.
  • Ensures staff are adhering to schedule for both inbound and outbound call activity, as well as non-phone projects/assignments.
  • Trains and coaches staff in best practices for communication, phone etiquette, and de-escalation techniques.
  • Monitors performance targets to evaluate productivity and quality of direct reports and overall team.
  • Monitors calls to improve quality, minimize errors, and track operational performance to ensure quality assurance and identify areas to improve team performance.
  • Works collaboratively with all levels of the hospital interdisciplinary team and promotes the team concept within the department and enterprise-wide.
  • Performs all other related duties as assigned.
  • High School Diploma is required.
  • Bachelor's Degree preferred.
  • Minimum three years of relevant experience.
  • Healthcare experience preferred.
  • Proficient in Microsoft Office.
  • Excellent customer service, time management, and organizational skills.
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Call Center Team Lead Resume Examples
•
Call Center Team Lead Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service