Patient Access Center Lead

1 week ago

Hillsboro, Oregon, United States Virginia Garcia Memorial Health Center Full time
Job Overview

At Virginia Garcia Memorial Health Center, we embrace diversity and are committed to serving individuals who have historically faced barriers to healthcare access. Our mission is to deliver high-quality, culturally sensitive healthcare to low-income residents in Washington and Yamhill Counties, with a focus on seasonal and migrant farm workers.

Starting Salary: $58,573/year + DOE
Work Schedule: Monday-Friday, 8:00 AM - 5:00 PM

Position Summary:

The Patient Access Center Lead is responsible for overseeing the Patient Access Representatives (PARs), ensuring exceptional customer service and support. This role includes providing guidance and supervision to staff, as well as filling in for additional team members as needed.

Key Responsibilities:

Supervisory Duties:

  • Directly supervise and mentor Call Center personnel.
  • Ensure consistent and high-quality customer service is delivered via phone and online platforms.
  • Manage staff to address the physical, psychological, and cultural needs of patients.
  • Conduct performance evaluations and quality assurance assessments of call center interactions.
  • Recruit, train, and onboard new call center employees.
  • Facilitate ongoing education and training for team members.

Support Functions:

  • Maintain proficiency in the phone system and related reporting tools.
  • Assist during peak call times to ensure patient needs are met.
  • Oversee appointment scheduling and adherence to guidelines.
  • Collaborate with senior management to develop and implement call center protocols.
  • Evaluate call center performance data and create improvement plans.
  • Address patient concerns and escalate issues as necessary.
  • Ensure confidentiality and compliance with HIPAA regulations.
Qualifications:

Knowledge, Skills, and Abilities:

  • Proficient in Microsoft Office Suite and database management.
  • Familiarity with medical terminology.
  • Strong communication and interpersonal skills.
  • Experience working with underserved communities.
  • Demonstrated leadership and coaching capabilities.
  • Effective problem-solving skills.
  • Ability to work collaboratively in a team setting.
  • High level of professionalism and confidentiality.
  • Strong organizational and time management skills.

Education and Experience:

  • High school diploma or equivalent required.
  • 1 to 3 years of supervisory experience preferred.
  • 2 years of experience in a healthcare or call center environment is advantageous.
  • Bilingual/Bicultural Spanish/English is a plus.
Behavioral Competencies:
  • Accountability: Uphold the mission and values of Virginia Garcia.
  • Customer Focus: Prioritize the needs and satisfaction of patients.
  • Teamwork: Collaborate effectively with colleagues.
  • Initiative: Seek innovative solutions and improvements.
  • Confidentiality: Respect the privacy of patients and staff.
  • Integrity: Demonstrate honesty and ethical behavior.
  • Respect: Show appreciation for the contributions of others.
  • Communication: Convey information clearly and listen to others.
Physical Requirements:

Work primarily in an office environment with the following physical demands:

  • Standing: 10%
  • Walking: 15%
  • Sitting: 70%
  • Computer usage: 85%
  • Travel: up to 5%
Work Environment:

Professional office setting with a focus on safety and confidentiality.

Note: This job description outlines the primary responsibilities and qualifications required for the role. It is not exhaustive and may be subject to change based on the evolving needs of the organization.

Virginia Garcia Memorial Health Center is an Equal Opportunity Employer.

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