Assistant Manager (Access Center) - Boynton Beach, Florida

NYU Langone Health • Boynton Beach, FL

3d • Onsite

About The Position

We have an exciting opportunity to join our team as a Assistant Manager (Access Center) - Boynton Beach, Florida. The Assistant Manager of the Access Center within the NYU FGP will assure an outstanding Patient Experience and achieve the organizations goals related to patient access to NYU FGP services. This position will work collaboratively and maintain positive relationships with NYU FGP business leaders and cross-functional departments.

Requirements

• Must have at least 2 year's experience in Access Center management preferably within a Healthcare environment.
• Must have 2+ years of leadership experience in providing superior Customer Service.
• Must be experienced in standard Access Center functions including: performance metrics, quality assurance, staffing, workforce management, training, hiring, and technology.
• Experience in and/or working knowledge of typical Access Center technology and systems (e.g., Cisco, WFM, Quality); knowledge of Healthcare systems is highly desirable
• Must demonstrate ability to analyze business process, identify process inefficiencies, and provide strategies for optimization.
• Management level written and verbal communication skills is required; must be able to write and deliver presentations as required.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• Must be able to think and plan strategically while acting tactically to meet goals.
• Must have solid understanding of Access Center practices and principles; knowledgeable in the latest Access Center and Healthcare trends via ongoing selflearning, reading, organization memberships, etc.
• Must have a passion for providing superior service to employees and NYU FGP patients and customers.
• Must have proven ability to lead/build teams and motivate staff; must have an optimistic attitude and a sense of humor.
• Must be a team player; positive interaction with supervisors and agents is essential.
• Must be able to manage effectively in a fast-paced, often high-pressure environment; maintains composure in stressful situations.
• Must be a motivated and decisive self-starter/problem solver with excellent time management and organizational skills.
• Must be able to work variable schedule(s) as necessary.

Responsibilities

• Oversee a group of up to 5 supervisors with up to 15 agents per supervisor
• Provide developmental tools and resources to increase effectiveness and efficiency of supervisory team; establish supervisory performance standards; conduct/maintain ongoing employee appraisals for staff/supervisors
• Work closely with the Practice Relations team to ensure integration with clinical operations and individual physician and practice schedules; provide leadership in accordance with NYU FGP policies and procedures.
• Along with Access Center Manager, make employment related decisions; recruit, interview, and hire Access Center employees and make other employment-related decisions.
• Foster a continuous learning environment for employee skill development and career pathing via quality and other performance measures.
• Coordinate with other business leaders to establish an open communication system that ensures information is mutually shared to achieve optimal integration results.
• Develop, implement, and improve processes that positively impact the Patient Experience and Access Center efficiency; identify opportunities for continuous improvement and value-added service programs for NYU FGP patients and customers.
• Supervises staff and directs day-to-day work activities, including assigning responsibilities, setting priorities, establishing schedules, monitoring productivity and performance, and ensuring work is completed in accordance with departmental goals, policies, procedures, and standards.
• Provides ongoing coaching, feedback, and performance management to staff; addresses performance and conduct concerns; administers corrective action as appropriate; and participates in or effectively recommends employment decisions, including hiring, promotion, transfer, discipline, and termination.

Benefits

• financial security benefits
• a generous time-off program
• employee resources groups for peer support
• holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed