Assistant Manager, Patient Access - Full Time Days

Orlando Health, Inc.; Sebastian (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Day-one benefits

Student loan repayment

Tuition reimbursement

Free college education programs

Retirement savings

Paternity leave

Fertility benefits

Elder and childcare support

Pet insurance

PTO/Holidays

Job summary

Orlando Health Sebastian River Hospital is seeking a Supervisor for the Patient Access/Financial Services team to oversee scheduling coordinators and ensure top-notch patient service. You will guide ~8 staff, coach performance, and drive process improvements in a fast-paced hospital setting.

Ideal candidates bring 3+ years in high-volume call-center or patient access roles, plus strong communication and problem-solving skills.

Qualifications

• Associate’s degree or 2 years healthcare Patient Financial Services experience may substitute for the degree.
• 3 years of experience in a high-volume call center or similar environment.
• Strong written and verbal communication and problem resolution skills.

Responsibilities

• Lead a team of approximately 8+ members and coach performance.
• Ensure exceptional customer service while meeting performance expectations.
• Plan, organize and coordinate work to meet deadlines.
• Conduct team meetings, huddles and call calibrations.
• Hire, assign work and manage coaching plans.
• Maintain attendance and compliance with policies.
• Drive process improvements aligned with strategic goals.

Skills

Customer service

Communication skills

Team leadership

Education

Associate degree or 2 years related experience

Job description

Position Summary

“Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you.

About Orlando Health Sebastian River Hospital

Orlando Health Sebastian River Hospital is a 178-bed comprehensive medical and surgical facility serving the communities along Florida’s Treasure Coast as a trusted healthcare provider for more than 50 years. With the latest technology and a team of skilled healthcare professionals, we are committed to bringing the highest level of expert and compassionate care to the communities we serve.

With a full scope of care, we offer advanced technology and expertise in a number of specialties, including emergency care, heart and vascular care, orthopedics and surgical services. Recognized for high standards, we have earned full hospital and laboratory accreditation from The Joint Commission, as well as advanced certification as a Primary Stroke Center for our high-quality stroke care. As further demonstration of our commitment to quality and safety, we have earned several additional industry recognitions.

Click Here to Learn More About: Sebastian River Hospital

WHY ORLANDO HEALTH?

Competitive Pay

Evening, nights, and weekend shift differentials offered for qualifying positions.

All Inclusive Benefits (Starting on Day One)

Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Employee-centric

Orlando Health has been selected as one of the “Top Places to Work in Healthcare” by Becker’sHealthcare.

Company is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview

Supervise a team of scheduling coordinators or patient access representatives within the hospital facilities, providing customer service to patients and meet the standard goals of patient access department activities.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

Section 1557 Non-Discrimination

The Office for Civil Rights (OCR) enforces Section 1557 of the Affordable Care Act (Section 1557), which prohibits discrimination on the basis of race, color, national origin, age, disability, or sex (including pregnancy, sexual orientation, gender identity, and sex characteristics), in covered health programs or activities. 42 U.S.C. 18116.

Responsibilities

What you will do

• Lead a team of approximately 8 + team members.
• Train, coach and evaluate team members in displaying exceptional customer service while meeting performance expectations.
• Must be retention focused and proactive in the development of people, performance and processes.
• Perform quality assurance reviews to ensure quality standards are met.
• Handles complaints and patient concerns.
• Commitment to include and demonstration of Orlando Health mission.
• Conduct team meetings, huddles and call calibrations.
• Ensures team members acquire the appropriate support and training to apply the best skills and knowledge on the job both with initial new employee training and with ad hoc training team members as needed.
• Plan, organize and coordinate work efficiently; meet assigned deadlines.
• Manages various human resources functions including hiring, work assignments, coaching plans, and performance counseling.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Make decisions that drive improvments of department processes and align with corporate strategy.
• Ability to manage multiple priorities and meet deadlines.
• Ability to motivate team members to meet practice and quality standards.

Qualifications

• Associate’s degree or Two (2) years of directly relevant experience in the field of Healthcare Patient Financial Services may substitute for the Associate’s degree (in addition to the requirements listed in the Experience section). Must meet the Corporate Organization and Development and Patient Financial Services annual educational requirements.
• Three (3) years of experience within a high-volume, constant interaction, customer contact or call center environment.
• Strong written,verbal communication, and problem resolution/process improvement skills.
• None.