Supervisor, Patient Access

The Centralized Patient Access Supervisor is responsible for supervising and mentoring the Patient Access Representatives and Team Leads. This position is critical to Lumexa Imaging; the PACE Supervisor ensures the representatives provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts customer retention and the profitability of the organization. Measures and provides appropriate performance feedback to assigned representatives and Team Leads.

This is a remote role in Dallas, TX. Will need to train onsite for the first 2 weeks.

Operations

Utilizes all policies and processes with 100% compliance

Provides floor and supervisor queue support

Accountable for representative’s performance, affecting overall Centralized Patient Services Performance, Department KPIs and organizational objectives

Oversight of productivity of individual representatives

Oversight of quality performance of individual representatives in partnership with QA team

Supervises and coaches’ representatives on Lumexa Imaging processes, guidelines and metrics

Responsible for the development of representatives through effective hiring, coaching, mentoring and performance feedback

Functions as the point of contact to answer questions and provide support to representatives, guides representatives to use available resources

Makes recommendations for continuous improvement based on proactive and reactive business needs, focusing on improved communication, customer and representative satisfaction

Monitors the queue and tier escalation process and takes calls as needed to ensure calls get answered in a timely manner

Handles escalated calls from patients or referring physicians focusing on service recovery and provides adequate coaching to the representatives

Administers accurate and timely payroll functions

Responsible for compiling and analyzing pertinent reports and discussion logs in a timely manner

Manages phone queues and representatives to meet optimal customer experience and KPI measures

Perform other duties and responsibilities, as assigned.

Service

Exceeds customer service standards

Maintains patient confidentiality 100% of the time

Maintains productivity; ensures minimal downtime

Team Focus

Ensures adherence to PACE policies and procedures

Forms strong working relationships within the team and treats each other with respect

Develops healthy working relationships, forming a partnership with other groups within the PACE or external functional departments

Interacts with other departments to ensure an efficient and service-oriented operation

Participates in interviews to select the most qualified candidates for the PACE positions

Addresses any representative issues, documents, delivers corrective action and monitors behavior

Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality

Conducts team meetings with assigned representatives

Conducts one on one meetings with assigned representatives to review overall performance, documents discussions and actions taken

Minimum Qualifications

Education/Licensing/Certification:

High school diploma or equivalent medical scheduling or customer service experience

Associate/bachelor’s degree preferred or equivalent combination of experience and education

Experience (years and type):

Minimum 3-5 years call center experience preferred

Minimum 3-5 years of call center supervisor experience preferred

Bilingual preferred

Knowledge and Skills:

Demonstrated organizational skills

Excellent verbal and telecommunication skills to communicate with patients, referral sources and staff

Ability to work in fast-paced, high productivity environment

Ability to document accurately and concisely

Ability to maintain patient confidentiality

The ability to interact with staff at all levels in a fast-paced environment, typically under pressure, while remaining flexible yet focused

The ability to communicate professionally through verbal and written communications to include personal branding

Demonstrated high level of confidentiality and professionalism

Demonstrated outstanding service skills with both internal and external customers

The ability to effectively coach, mentor and motivate representatives

The ability to operate in an organized manner and demonstrate superior time management

The ability to manage multiple projects; able to multitask

Exhibits sound judgment

Contact center software application knowledge and workforce management preferred