Sr. Patient Access Ctr TL | Patient Access Center| Full - Time | Days

UF Health•Jacksonville, FL

4h•Onsite

About The Position

Under the direction of the Patient Access Center leadership team, this role is responsible for the daily operation of the Access Center/Pods Operations. This includes statistical analysis, coordinating daily activities, and expansion of services. The position reports the impact of operations to senior management. Responsibilities will include significant interaction with internal and external stakeholders and other parties with an emphasis on timely, seamless, patient-centered service within the context of the clinic-specific protocols and scripting. Developing reports to measure compliance with call handling, productivity, and quality of work standards.

Requirements

5 years - Progressive management experience in comparable environment - required
3 years - Related experience in lieu of formal education - required
High School Diploma/GED Equivalent - required
Driver's License - required
Supervise: Up to 40 - Call Center CSR and Referral Coordinator

Nice To Haves

Bachelors Degree - preferred

Responsibilities

Develops and maintains high quality and efficient registration and scheduling services.
Ensures that new and existing staff is trained and performing at optimal levels and within the established clinic-specific protocols.
Hires, trains, disciplines, and evaluates employees on an ongoing basis.
Plans agendas and conducts staff meetings.
Plans and implements ad hoc training/break-out sessions or other strategies in support of ongoing quality analysis in partnership with the Patient Access Training Manager to ensure all SOP and reference materials are accurate and up to date.
Collects, synthesizes and analyzes real-time call data, error reports, staffing levels and other variables working in conjunction with the Work Force Team.
Responsible for the preparation and distribution of departmental agendas, daily productivity reports and Pod overall performance.
Responsible for leading and conducting departmental meetings as needed.
Develops and maintains management reporting and quality management processes and documents, tracking the UFP Access Center/Pod's ability to meet the operational goals and objectives.
Plans and implements efficient, innovative ways to measure and report patient and provider satisfaction.
Ensures employees will provide excellent service and comply with clinic-specific protocols and adhere to the standards of behavior.
Maintains an organic staffing model that can be adapted to meet the changing goals of the organization without disruption of services or diminution of quality.
Serves as Timekeeper for assigned Pods.
Manages overtime and other personnel costs to budget.
Recognizes service problems immediately and takes a leadership role in resolving issues in conjunction with the Access Center Leadership and other stakeholders.
Develops management reports which track the Access Center's ability to meet operational goals and objectives.
Presents and distributes reports to Director with monthly KPI's set by the organization.