Lead Patient Access Center Representative

Position Summary

We have an exciting opportunity to join our team as a Lead Patient Access Center Representative.

In this role, the successful candidate The Lead Access Center Representative will act as a team lead or lead of a specialized initiative. Leads are tenured Access Center Representatives who have proven their ability to schedule patient appointments and field a wide range of inquiries, concerns, and requests. The lead has a proven track record of instilling loyalty and confidence by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and follow established protocols to schedule patient appointments for specialized services. They will ensure that patient needs are met and promote the optimum Patient Experience. The Lead Access Center Representative serves as a mentor showing other Access Center Representatives how to establish and maintain effective relationships with patients and callers via active listening, empathy, rapport, courtesy, and professionalism. Leads will support and work directly with supervisors to assist agents within their team/pod/group at the Patient Access Center (PAC).

Job Responsibilities

• Respond to multi-channel inquiries inclusive of both inbound and outbound calls from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Access Center in accordance with established NYU Faculty Group Practice (FGP) guidelines.
• Mentor and assist Access Center Representatives I and II (ACRs) in need of operational support.
• Attend to ACR inquiries via group chat or in person interactions directly related to answering questions while agents are taking calls.
• Act as an escalation for Access Center Representatives Levels I and II and will handle high priority calls when needed .
• Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty and specialty initiatives.
• Able to identify trending errors and escalate to PAC leadership.
• Manages the conversation with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition. Able to assist other team members during particularly sensitive conversations or de-escalate tense conversations
• Understands and promotes best practices related to the 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.
• Assist ACRs in understanding and using EPIC EMR, Salesforce, Cisco, Verint and other PAC applications.
• Motivates and inspires their colleagues by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
• Creates and leads operational trainings to ACR’s as requested by leadership
• Assists supervisors in mentoring/coaching ACR’s, reviewing action grid items and ensuring ACR’s understand new protocols or physician practices being onboarded
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
• During all interactions, display characteristics of inquiry, empathy, courtesy, and respect.
• Adhere to and understands PAC call metrics and goals as outlined.
• Proactively keep up to date on all communications.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Demonstrate regular, consistent, and punctual attendance.
• Adheres to Access Center policies and procedures.
• 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 management 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.

Minimum Qualifications

To qualify you must have a A High School Diploma or equivalent is required plus 1-year Contact Center or Customer Service related experience or equivalent combination of education and experience.

Must be in an ACR role for a minimum of 12 months

Must be meeting the performance goals required for your current role

No corrective action (Written/Final Written) within the last 6 months

Must be able to work a fulltime schedule between the hours of 5:00am-5:00pm

No issues with attendance

No history of conduct issues, including call avoidance or abuse of personal time

Exceptional Customer Service, Problem Solving and Navigation skills

Open and willing to work multiple work flows

Preferred Qualifications

1+ year of contact center or customer service experience in medical scheduling field.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Florida provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

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