MS/Patient Access Rep - Call Center Lead

Tallahassee Memorial Healthcare•Tallahassee, FL

10d•Onsite

About The Position

Responsible for direct supervision of call center staff, monitoring queues, employee statuses, and providing on-the-spot feedback to call center staff, as well as reporting and collaborating with management and other department leads to ensure staffing, training, and patient access needs are met.

Requirements

Creative problem solving.
Excellent verbal and written communication at all organizational levels.
Relationship Building.
Decision Making.
Conflict Resolution.
On-the-spot Coaching.
Possesses interpersonal skills necessary to interact with people.
Possesses ability to handle a high volume of calls in a pleasant, professional manner.
Maintains a safe, clear, orderly environment.
Maintains patient confidentiality.
Interacts well with patients, coworkers, and management.
Displays professionalism at all times, especially under pressure in a fast-changing environment.
Seeks additional duties according to workload demands.
Minimum: High School diploma or equivalent
Minimum: One-year related experience to include customer service.

Nice To Haves

Preferred: Associate Degree, Medical Terminology or HealthCare Management

Responsibilities

Answers incoming calls and directs as appropriate during scheduled shifts or high-volume times as established by management
Handles escalated calls by problem solving and using professional communication
Retrieves patient EHR, enters task field and takes messages from patients or representatives to appropriate clinical/clerical area ensuring correct and adequate information is relayed.
Uses customer service principles and techniques to deal with patients calmly and pleasantly.
Follows procedure for scheduling appointments so records are accurate and complete, and so that they can be used to analyze patient/staffing patterns.
Works with IT department and Telephony to troubleshoot agent connectivity or system issues.
Maintains professional relationships with new and current physicians and other clinical staff to understand their needs and pass down feedback to agents.
Maintains professional relationships with other departments such as scheduling, medical records, Lab, and all of SMG/TMHPP locations to understand their needs and pass down feedback to agents.
Maintains professionalism when responding to patient and employee needs.
Provides coaching to employees when feedback is shared or behaviors are observed
Adheres to organizational and departmental policies and procedures defined in the policy/procedure manuals.
Maintains time off calendar, attendance tracker, and timecards in a timely and organized manner
Maintains reliable attendance, reporting to work on time according to assigned schedule.
Reviews agent and queue reports and updates spreadsheets daily/weekly/monthly
Displays dexterity and expertise in the use of Epic, and other computer systems such as Microsoft Word, Excel, Power Point.
Displays dexterity and expertise in the use of office communication tools such as phones, Microsoft Teams, and Outlook.
All other duties as assigned.