PatientAccessCenterTeam Leader| Patient Access Center| Full Time | Days

University of Florida Jacksonville Physicians, Inc.; Jacksonville (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

University of Florida Jacksonville Physicians, Inc. is seeking a Patient Access Center Supervisor to lead and coordinate the daily operations of the front desk and call center teams.

You will oversee scheduling, performance, and staffing, ensuring high standards of patient service and operational efficiency. You will partner with clinic managers to address inquiries, resolve issues, and implement process improvements that support timely patient access and accurate demographic data handling.

Qualifications

• 1- Supervises up to 30 Customer Service Representatives/Referral Coordinators.
• 2- Manages day-to-day Patient Access Center activities and personnel issues.
• 3- Ensures quality and productivity targets are met.
• 4- Maintains scheduling, training materials, and process changes.

Responsibilities

• Oversee real-time productivity and queue monitoring to meet service goals.
• Coordinate staffing and workflow for optimal coverage and efficiency.
• Handle inquiries and resolve patient or department concerns in Access Center.
• Analyze performance data and report on productivity, occupancy, and quality.
• Collaborate with leadership to meet service levels and turnaround times.
• Provide cross-functional support as needed including CSR/Referral tasks.
• Maintain compliance with policies and adapt procedures as required.
• Support training and onboarding of new staff.

Skills

Supervisory experience

Call center operations

Staff scheduling

Customer service excellence

Education

High School Diploma or GED

Medical Terminology certificate (preferred)

Tools

Payroll software

CRM systems

Job description

Overview

Under 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