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Supervisor - Patient Access Center Lead
1 month ago
We are seeking a highly skilled and experienced Supervisor to join our Patient Access Center team at NYU Langone Health. As a Supervisor, you will be responsible for leading a team of Access Center Representatives and ensuring that our organization's vision and business objectives are met.
Key Responsibilities- Lead and manage a team of Access Center Representatives to achieve consistent results and meet quality and performance standards.
- Provide direct supervision and support to team members, including coaching, training, and performance management.
- Assist in managing workflow, reporting on trends, and collaborating with other Patient Access Center leaders.
- Ensure that team members are trained appropriately and follow correct procedures to maintain a high degree of quality work.
- Participate in regular quality monitoring, support Patient Access Center metrics and performance management, and report generation.
- Assist team members in understanding and using EPIC EMR, Verint, Salesforce, Cisco, and other Patient Access Center applications.
- Ensure all scripts and critical directives for scheduling remain current and provide constant feedback loop between team members and leadership on changes made.
- Keep up to date on all communications/updates within the Patient Access Center and cascade to team members when appropriate and in a manner that ensures understanding and compliance.
- Serve as the first point of escalation and respond to team inquiries via group chat or in-person interactions directly related to answering questions while agents are taking calls.
- Ensure adherence to quality calibration sessions which ensure consistency with departmental standards of quality assurance.
- Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty and specialty initiatives. Report trending errors to PAC leadership.
- Promote best practices with regard to physician protocols to schedule appointments for NYU FGP specialties and meet established Access Center performance goals.
- Assist in hiring and onboarding new employees as required.
- Understand and continuously monitor Key Performance Indicator (KPI) standards including but not limited After Call Work (ACW), Average Handle Time (AHT), etc.
- Able to assist team members in managing conversations with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition.
- Motivates and inspires team members by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
- Promote and enforce the utilization of NYU FGP Healthcare systems, Patient Access Center (PAC) applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
- Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
- Lead and ensure compliance in multidisciplinary quality and service improvement teams, as appropriate. May be called upon to lead trainings to agents on new practices or refresher trainings.
- Provide an excellent experience to NYU FGP patients, customers, and providers.
- Demonstrate regular, consistent, and punctual attendance and enforce the same adherence with team members.
- Adheres to and enforces uniformly Access Center policies and procedures.
- Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
- Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
- Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate.
- Works collaboratively with colleagues and site leadership to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
- Proactively anticipates patient needs and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
- Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.).
- Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
- Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
- Perform other duties as assigned particularly as it relates to the demands of the Patient Access Center.
- Associate's degree with 1-3 years' work experience OR a High School Diploma with 3 years' work experience, preferably in a Contact center Setting.
- At least 1 year of direct experience in a Supervisory/leadership role, preferably in an inbound Contact center.
- Must be able to work a full-time schedule between the hours of 7:00am-5:00pm
- Experience managing within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.
