Senior Access Center Operations Lead
1 week ago
Overview:
Under the guidance of the Patient Access Center leadership team, this role is accountable for the daily management of the Access Center/Pods Operations. This includes conducting statistical evaluations, coordinating daily tasks, expanding service offerings, and reporting operational impacts to senior management.
This position involves substantial interaction with both internal and external stakeholders, focusing on delivering timely, seamless, and patient-centered services while adhering to clinic-specific protocols and guidelines.
Responsibilities include developing reports to assess compliance with call handling, productivity, and quality standards.Key Responsibilities:
Establishes and sustains high-quality and efficient registration and scheduling services. Ensures that both new and existing personnel are adequately trained and performing optimally within established clinic-specific protocols. Responsible for hiring, training, managing, and evaluating staff continuously.
Facilitates staff meetings by planning agendas.
Designs and executes ad hoc training sessions or other strategies in collaboration with the Patient Access Training Manager to ensure that all standard operating procedures and reference materials are accurate and current.
Collects, synthesizes, and analyzes real-time call data, error reports, staffing levels, and other variables in partnership with the Workforce Team.
Develops and maintains management reporting and quality management processes and documentation, tracking the Access Center/Pod's ability to achieve operational goals and objectives.
Ensures that employees deliver exceptional service while adhering to clinic-specific protocols and maintaining behavioral standards.
Maintains a flexible staffing model that can adapt to the organization's evolving goals without disrupting services or compromising quality.
Acts as Timekeeper for assigned Pods, managing overtime and personnel costs in accordance with budgetary constraints.
Identifies service issues promptly and takes a leadership role in resolving challenges in collaboration with Access Center Leadership and other stakeholders.
Qualifications:
Experience - Requirements: 5 years of progressive management experience in a comparable environment - required or 3 years of related experience in lieu of formal education - required. Education: High School Diploma/GED Equivalent - required; Bachelor's Degree - preferred. Certification/Licensure: Driver's License - required. Supervision: Up to 40 Call Center Customer Service Representatives and Referral Coordinators. UF Health is an Equal Opportunity Employer and maintains a Drug-Free Workplace.
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