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Patient Access Team Supervisor

2 months ago

New Castle, Delaware, United States Westside Family Healthcare Inc Full time
Job Overview

Westside Family Healthcare is seeking a dedicated Team Lead for the Patient Access and Scheduling Department.

MAKE A SIGNIFICANT IMPACT IN HEALTHCARE

As a nonprofit entity, Westside Family Healthcare is committed to delivering exceptional primary medical services to all individuals, irrespective of their financial circumstances. The Patient Access / Scheduling Team Lead collaborates closely with the Call Center / Patient Access Manager to ensure that the team delivers a superior and positive experience for patients. This role involves providing guidance, training, and support to the team while also stepping in to perform the responsibilities of a Patient Access Representative / Scheduler when required.

WORKING WITH US MEANS EMBRACING A PATIENT-CENTERED APPROACH. A Patient-Centered Medical Home is not merely a location; it embodies a healthcare philosophy that prioritizes the patient in every decision-making process. As a community health center, we are dedicated to serving everyone who seeks our care, regardless of their financial situation, immigration status, or any other personal characteristic.

OUR VISION: To enhance the health of our communities by ensuring equitable access to quality healthcare for all.

OUR EMPLOYEE BENEFITS: We offer a comprehensive benefits package that includes medical, dental, and vision insurance, life and disability coverage, a 401(k) retirement plan with matching contributions, and additional supplemental insurance options. Our generous paid time off (PTO) policy and flexible scheduling promote a healthy work-life balance. Westside Family Healthcare is an Equal Opportunity Employer that values diversity and inclusion.

KEY RESPONSIBILITIES

  1. Assist in the development, implementation, and management of training programs for new Patient Access Representatives.
  2. Conduct training sessions or refresher courses as necessary.
  3. Perform call evaluations and provide timely feedback to representatives within 24-48 hours.
  4. Serve as the primary resource for inquiries regarding processes and procedures.
  5. Provide support to the Scheduling Coordinator concerning all aspects of provider schedules.
  6. Recommend and assist in the creation of new departmental processes and procedures.
  7. Facilitate team meetings and organize team schedules in the absence of the Call Center Manager.
  8. Occasionally fulfill the duties of a Patient Access Representative as needed.
  9. Respond to various forms of communication as directed.
  10. Promptly check and respond to voicemail messages.
  11. Navigate multiple systems, including but not limited to EMR, AllScripts PM, Phytel, Doctor Connect, Outlook Email, and the WFH Intranet Page.

MINIMUM QUALIFICATIONS

  1. High School Diploma or GED.
  2. Proficient in reading, writing, and speaking English; bilingual in Spanish is preferred, with the ability to use interpreters for other languages as needed.
  3. Demonstrated computer and office experience with proven accuracy under pressure.
  4. Ability to thrive in a fast-paced environment with some flexibility in scheduling and location.