Patient Access Center Team Lead

Job Summary

The Patient Access Center Team Lead leads the Patient Access Center team by making sure all patient needs through phone calls are met while ensuring a compassionate and patient-centered approach as well as making sure that the company's values and culture of going the second mile are respected at all times.

Responsibilities

• Strategizing with the Manager on how to approach tasks and developing a plan to accomplish them
• Overseeing and leading the Patient Access Center team, providing coaching, performance management, guidance and assistance when needed
• Implementing and helping with the development of new strategies to optimize patients billing and collections for ER services, while following our policies and regulations
• Conducting Phone Call Audits on a weekly basis and providing constructive feedback to team members
• Meeting weekly with the manager to discuss areas of improvement
• Monitoring KPI's for team members and discussing with the team on a quarterly basis
• Working with the manager on setting goals that team members will work towards, facilitating open communication to ensure goals are aligned with individual aspirations and departmental objectives
• Ensuring team members are adhering to our phone call etiquette and customer service guidelines
• Conducting one-on-ones with the Patient Access Center team
• Supporting team members in outgoing and incoming calls as well as other tasks
• Adhering to legislative guidelines and the Health Insurance Portability and Accountability Act

Requirements & Qualifications

• Bachelor's Degree in Communications, Nursing, Customer Service, Psychology or any related fields (Master's is a plus)
• 1 to 2 years of experience
• Excellent work ethics
• Excellent people and communication skills
• Leadership and Decision making skills
• Organizational and time-management skills
• Schedule flexibility
• Proficiency in computers and strong typing skills
• Proficiency in English, writing and speaking