Team Lead - UHAE Access Center

WVU Medicine•Burbank, CA

38d

About The Position

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position. Serves as the initial point of contact for scheduling, messaging and operational questions from the Scheduling Call Center staff. Acts as a liaison between the Scheduling Call Center staff and the Supervisor, Patient Access and Manager, Practice Operations, to ensure appropriate communication of issues and protocol changes. Also continues to perform the duties and functions of a Centralized Scheduler.

Requirements

High school diploma or equivalent.
Two (2) years relevant experience.

Responsibilities

Schedules outpatients in accordance with scheduling guidelines, with the ability to prioritize according to patient needs.
Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.
Schedules patients/customers based on scheduling guidelines and medical appropriateness.
Researches required information using accessible resources.
Routing inbound calls to appropriate resources.
Obtaining and collecting all necessary information from the patient/customer to schedule the appointment.
Manages communication and coordination between the patient/customer and the providers/clinics.
Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representative as needed.
Participates in on-going educational activities to develop, maintain, and enhance professional expertise.
Initial point of contact Centralized Schedulers in the Scheduling Call Center.
If at any time, the Team Lead is unable to resolve an issue, they will confer with the Supervisor, Call Center and Manager, Patient Access.
Works closely with Clinic Management, to ensure adequate communication between the Scheduling Call Center and the Clinic.
Performs all duties of a Centralized Scheduler
Must exceed expectations of a Registration Specialist and have an in-depth knowledge of the Call Center operations, scheduling, messaging and EPIC functions.
Adheres to the established Performance Expectations for WVU Medicine Employees in the areas of People, Service, Performance Improvement, and Shared Values & Culture.
Answer all questions regarding their Pod
Oversee training for new employees for their pods
Other duties may be assigned.