Lead, Patient Access (70492)

Variety Care; Oklahoma City (OK); Vor Ort; USD 45.000 - 65.000; Vollzeit

Zusammenfassung

Variety Care is seeking a Lead, Patient Access in the Call Center to mentor a small team, train new hires, and optimize department workflows. The role focuses on providing exceptional patient service, triaging to clinical teams, and maintaining adherence to clinical guidelines to ensure timely access to care.

The candidate should have leadership experience, EPIC scheduling expertise, and strong communication skills with the ability to manage high-volume calls.

Qualifikationen

• High School Diploma or GED required.
• Expert EPIC scheduling practices and performance metrics.
• Experience in leadership and training new hires and coaching.
• Understanding PSR role and Medicaid rules.
• Strong organizational skills in a busy environment.
• 1 year of Patient Access/Call center experience with high-volume calls.
• Leadership training within one year of hire.
• Bilingual English/Spanish is a plus.

Aufgaben

• Mentor and lead team members using standard operational and clinical protocols.
• Train new hires for PAS department and report progress to PAS Supervisors.
• Provide strong verbal communication and listening; ensure patient access and service quality.
• Manage all incoming calls and represent Varity Care as first contact with professional demeanor.
• Meet or exceed Patient Access performance measures and lead team to improve benchmarks.
• Attend Leadership trainings and contribute to performance improvement.
• Obtain accurate patient information during calls.
• Troubleshoot day-to-day issues and coach team members.
• Follow HIPAA guidelines and Privacy policy.
• Ensure office equipment is functioning and report problems.
• Handle patient/specialty complaints and involve manager as needed.
• Demonstrate integrity and leadership in department and community.
• Support accreditation as a Patient Centered Medical Home; work towards Triple Aim goals.

Kenntnisse

Leadership

Training

Communication

Critical thinking

Organizational skills

Problem solving

HIPAA knowledge

Ausbildung

High School Diploma or GED

Tools

EPIC scheduling

Jobbeschreibung

Department:

Call Center

Position:

Lead, Patient Access

Employee Category:

Non-Exempt

Reporting Relationship:

Patient Access Supervisor

Character Qualities

• Attentiveness-Showing the worth of a person or task by giving my undivided concentration.
• Discernment- Understanding the deeper reason why things happen.
• Resourcefulness- Making wise use of what others might overlook or disregard.
• Responsibility- Knowing and doing what is expected of

Summary Of Duties And Responsibilities

Trains new team members, ensures that department workflows are utilized effectively by staff and acts as a mentor to staff. Leads small team of staff to enhance communication, provide support and help to improve overall call benchmarks within the department. Provides excellent customer service, answers telephones in a timely fashion, facilitates appointments, and follows all operational and clinical guidelines to provide service excellence. Acts as a resource to team members to reach out to clinical teams, triage and Practice Administrators to increase communication and collaboration. Provides back up and overflow coverage as requested by PAS Supervisors.

Primary Duties And Responsibilities

• Mentors and leads team members to use standard operational & clinical protocols. Provide feedback to team members daily. Model the Show & Tell Training Method.
• Trains new hires for PAS department and reports to the PAS Supervisors on training progress.
• Provides good verbal communication and listening skills, and a critical thinker, that helps patients get the best service and access to care. Supports staff on resolving customer service complaints/needs.
• Manages all incoming telephone calls and represents the VC health center as a first point of contact with a pleasant and professional demeanor to assist patients as needed.
• Consistently meets and/or exceeds individual Patient Access performance measures and leads team in improving their benchmarks.
• Attends Leadership trainings and meetings for performance enhancement.
• Obtains accurate and required information/documentation from patient at time of call.
• Troubleshoots day to day work related issues and provides feedback to Supervisor. Provides ongoing support and coaching to team members.
• Follows HIPAA guidelines and OCHS Privacy policy and procedure.
• Assures that office equipment is in good working order. Notifies appropriate staff members if problems arise.
• Able to handle patient/specialty complaints and seeks out manager assistance when needed.
• Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
• Supports Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.
• Perform other duties as assigned.

Essential Functions

• Must be able to lift 25 pounds.
• Able to sit for long periods of time.

Qualifications

Requirements, Special Skills or Knowledge:

• High School Diploma or GED.
• Expert and proven performance in EPIC scheduling practices and performance metrics. Solid results from department audits.
• Experience in leadership and training new hires and coaching team members on key areas of performance improvement.
• Understands the PSR role and registration process. Familiar with Medicaid rules and regulations.
• Expert organizational skills, able to concentrate, and prioritize work in an active environment.
• One year of Patient Access Specialist or call center experience with high volume calls or recognition by Patient Access Supervisor for performance excellence.
• Experience taking initiative in identifying possible workflow problems and areas needing improvement.
• Experience leading a team and working with peers to improve and reach performance goals.
• Completes Variety Care leadership training within one year of hire.

Preferred Requirements, Special Skills Or Knowledge

• Bilingual (English/Spanish).