Patient Access Team Lead — Coaching & Quality

Orlando Health, Inc.; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

Orlando Health Sebastian River Hospital, part of Orlando Health, is seeking a Scheduling and Patient Access Supervisor to lead a team of 8+ colleagues and ensure outstanding patient service in a high-volume environment.

You will train, coach, and evaluate staff, manage hiring, assignments, and performance, and drive process improvements to meet department and corporate goals while upholding Orlando Health standards.

Qualifications

• Associate’s degree or two years of directly relevant experience in Healthcare Patient Financial Services.
• Three 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.

Responsibilities

• 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.

Skills

Leadership

Communication skills

Coaching and training

Process improvement

Education

Associate degree or 2 years of relevant experience

Job description

Orlando Health Sebastian River Hospital, part of Orlando Health, is seeking a Scheduling and Patient Access Supervisor to lead a team of 8+ colleagues and ensure outstanding patient service in a high-volume environment.

You will train, coach, and evaluate staff, manage hiring, assignments, and performance, and drive process improvements to meet department and corporate goals while upholding Orlando Health standards.