Patient Access Team Lead: Coaching & Operations

White Plains Hospital Inc; Village of Tarrytown (NY); On-site; USD 33,000 - 49,000; Full time

Job summary

White Plains Hospital Medical Center is seeking an Access Team Lead to supervise Patient Access Associates, Specialists, and Navigators. You will assign work, train staff, and oversee quality control to ensure fast, accurate patient service.

In collaboration with the Access Leadership team, you will coach staff, monitor performance, and implement improvements while maintaining a patient-centric approach in a day shift at White Plains, NY.

Qualifications

• High School Required
• Minimum three years of relevant experience. Healthcare experience preferred.
• Proficient in Microsoft Office.
• Excellent customer service, time management, and organizational skills.
• Demonstrates a flexible attitude and ability to respond to a rapidly changing and demanding environment.
• Exhibits sound management skills and ability to work with interdisciplinary team.
• Exhibits courteous, proactive, and positive attitude at all times.
• Highly collaborative and team-oriented with ability to build relationships with internal and external stakeholders.
• Exhibits strong problem-solving skills with ability to identify, quantify, and utilize information to make recommendations that support business operations and strategy.
• Thinks strategically to proactively understand customer needs and provide solutions to overcome obstacles.
• May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.

Responsibilities

• Provides oversight and supervision to associates, specialists, and navigators.
• Assist in the recruiting, hiring, orientation, developing, and evaluation of staff.
• Assists in developing and implementing short- and long- term work plans.
• Handle complex customer complaints and inquiries and troubleshoot problems/escalations.
• Enforce guidelines and best practice workflows for prioritizing work, evaluating the effectiveness, and modifying workflows as necessary.
• Ensures staff are adhering to schedule for both inbound and outbound call activity, as well as non-phone projects/assignments.
• Train and coach staff in best practices for communication, phone etiquette, and de-escalation techniques.
• Monitor performance targets to evaluate productivity and quality of direct reports and overall team.
• Monitor calls to improve quality, minimize errors, and track operational performance to ensure quality assurance and identify areas to improve team performance.
• Works collaboratively with all levels of the hospital interdisciplinary team and promotes the team concept within the department and enterprise-wide.
• Performs all other related duties as assigned.

Skills

Customer service

Time management

Organizational skills

Strong problem-solving

Communication

Interdisciplinary teamwork

Education

High School

Tools

Microsoft Office

Job description

White Plains Hospital Medical Center is seeking an Access Team Lead to supervise Patient Access Associates, Specialists, and Navigators. You will assign work, train staff, and oversee quality control to ensure fast, accurate patient service.

In collaboration with the Access Leadership team, you will coach staff, monitor performance, and implement improvements while maintaining a patient-centric approach in a day shift at White Plains, NY.