Lead Call Ctr Spec Access-Jenkintown/FT

Temple University Health System • Philadelphia, PA

13h

About The Position

Your Tomorrow is Here! Temple Health is committed to setting new standards for preventing, diagnosing and treating major diseases in our community and across the nation. Achieving that goal means investing in our employees' success through staff and leadership development. Our recruitment strategy is to attract and retain a diverse, high performing workforce that fosters a healthy, safe and productive environment for our patients and colleagues alike. Serves as the lead specialist to the Access Center staff and is responsible for day-to-day support of their designated team as well as assisting in oversight of other teams within the Access Center. The lead is responsible for handling escalations or calls from physicians, employees, office staff, patients or family. Escalations may be related to a variety of issues including limited access to physician schedules, urgent appointment requests, internal referrals or could be related to a complaint or service failure. In addition, the lead is responsible for assisting staff in solving complex physician referral requests, scheduling requests and technical issues. Conducts monthly quality assurance monitoring and coaching on each specialist within their designated team and ensures data quality by reviewing scheduling reports. Ensures timely and accurate completion of assignments and tasks that are delegated. Conducts new staff training/orientation and ongoing staff development. Also participates in call handling and serves as an initial point of contact for referring physicians, patients and internal physicians. Insures appropriate access to the Temple Call Center and to the Health System physicians, programs and services. Your Tomorrow is Here! Temple Health is a dynamic network of outstanding hospitals, specialty centers, and physician practices that is advancing the fight against disease, pushing the boundaries of medical science, and educating future healthcare professionals. Temple Health consists of Temple University Hospital (TUH), Fox Chase Cancer Center, TUH-Jeanes Campus, TUH-Episcopal Campus, TUH-Northeastern Campus, Temple Physicians, Inc., and Temple Transport Team. Temple Health is proudly affiliated with the Lewis Katz School of Medicine at Temple University. To support this mission, Temple Health is continuously recruiting top talent to join its diverse, 10,000 strong workforce that fosters a healthy, safe and productive environment for its patients, visitors, students and colleagues alike. At Temple Health, your tomorrow is here! Equal Opportunity Employer/Veterans/Disabled An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Requirements

• Associate's Degree Required
• 2 years experience in customer service Required
• 2 years experience as a Call Center Specialist Required

Nice To Haves

• Bachelor's Degree Preferred or Combination of relevant education and experience may be considered in lieu of degree
• General Experience in a physician practice or call center environment Preferred
• General Experience communicating in Spanish or other languages (Bilingual) Preferred
• General Experience and knowledge working in an Electric Medical Record System (EMR) Preferred

Responsibilities

• Serves as the lead specialist to the Access Center staff and is responsible for day-to-day support of their designated team as well as assisting in oversight of other teams within the Access Center.
• The lead is responsible for handling escalations or calls from physicians, employees, office staff, patients or family.
• Escalations may be related to a variety of issues including limited access to physician schedules, urgent appointment requests, internal referrals or could be related to a complaint or service failure.
• In addition, the lead is responsible for assisting staff in solving complex physician referral requests, scheduling requests and technical issues.
• Conducts monthly quality assurance monitoring and coaching on each specialist within their designated team and ensures data quality by reviewing scheduling reports.
• Ensures timely and accurate completion of assignments and tasks that are delegated.
• Conducts new staff training/orientation and ongoing staff development.
• Also participates in call handling and serves as an initial point of contact for referring physicians, patients and internal physicians.
• Insures appropriate access to the Temple Call Center and to the Health System physicians, programs and services.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees