Overview CommentsUnder the direction of the appropriate Patient Access Center Manager/Senior Manager/Administrator, supervises and coordinates the day-to-day Patient Access Center activities and personnel issues. Acts as a liaison with staff, departments/practices and patients. Responsibilities Assists with personnel and payroll functions for assigned personnel including, but not limited to participating in the hiring process, training process and continuous coaching and feedback for the staff in relation to their performance. Supervise real-time employee productivity with activity monitoring and queue monitoring, to effectively maintain a high level of customer service and productivity goals set by the department. Works closely with the Manager in effective scheduling of staff and workflow to provide optimum coverage with available resources to meet department goals relating to production and quality. Supports the work of the manager by answering inquiries, providing information and resolving complaints from patients or other internal or external departments as it related to Access Center operations. Conduct analysis of assigned departments to identify opportunities to improve service level, cost, and employee satisfaction. Develop recommendations and articulate strategies effectively to stakeholders. Collaborate with cross-functional leadership to ensure service level and turn around time goals are met within supported departments, in addition to serving as a subject matter expert in the assigned areas. May be required to perform duties of CSR/Referral Coordinator as needed. Track, analyze and report performance, in addition to addressing employees as it pertains to productivity, occupancy, schedule adherence, quality assurance and performance. Maintain and enter scheduling processes, training materials and procedural changes in the electronic resource for ease of use. Ensures compliance of regulatory and organizational policies and procedures and recommends changes in department policies and procedures as identified. All other duties as assigned, within scope

Qualifications Experience Requirements:

2 years Third party payers and computer experience in putting data and reviewing patient demographic material preferred 2 years

• Call center
• required 2 years
• Clerical/customer service experience
• required 2 years
• Health related industry
• preferred

Education:

High School Diploma or GED equivalent

• required

Preferred Requirement:

Certificate Medical Terminology

• preferred

Supervises:

1

• 30 Customer Service Representatives/Referral Coordinators UFJPI is an

Equal Opportunity Employer and Drugfree Workplace Qualifications:

Experience Requirements:

2 years Third party payers and computer experience in putting data and reviewing patient demographic material preferred 2 years

• Call center
• required 2 years
• Clerical/customer service experience
• required 2 years
• Health related industry
• preferred

Education:

High School Diploma or GED equivalent

• required

Preferred Requirement:

Certificate Medical Terminology

• preferred

Supervises:

1

• 30 Customer Service Representatives/Referral Coordinators UFJPI is an Equal Opportunity Employer and Drugfree Workplace