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Lead Patient Access Specialist

Location: 6630 Orion Drive, Fort Myers, FL
Department: LPG Call Center
Categories: Clerical, Professional
Type: Full-Time
Shift: 7:00 AM-7:00 PM
Schedule: Variable

Description:

The Lead Patient Access Specialist meets all of the requirements for the Patient Access Specialist II and as necessary those of the Patient Access Facilitator and are proficient in all areas. Demonstrates and commits to delivering the highest quality patient care with exceptional customer service. The Lead will be a patient advocate, a motivator, a coach, an organizer and a good communicator. Along with the Manager, they will be responsible for the daily functions of the department, which includes 300+ providers and/or 1100 + procedures. The lead will practice the lean principles and embrace process improvement. They will exhibit and demonstrate these principles by leading the daily huddle board, tracking all process improvements, and communicating these to the management team. The lead will be responsible for guiding and monitoring the staff with the work flow processes. They will bring a positive attitude, which supports a positive working environment for the staff. In addition, they will demonstrate strong listening skills, acknowledging patients/staffs concerns, always ensuring that we are meeting patients needs. This person will monitor staff calls and review the results with the staff to provide support and training as needed. One expectation of this job is to lead and coach staff to enable them to meet or exceed their key performance indicators, improve their skills and competencies. The Lead will be responsible to ensure that all staff is delivering the highest quality service to our customers. As a member of the leadership team, this person will be a main influence on how staff performs, and therefore, how our Contact Center performs. This job requires a highly motivated person that is capable addressing many different tasks in what is often a challenging environment. The lead will manage and resolve staff/customer complaints, and communicate to the management team. The lead will participate in the interviewing process, offer input in annual reviews and assume the supervisory role in the absence of the manager or supervisor. The Patient Access Lead must maintain their proficiency in all duties of a Patient Access Specialist II or Patient Access Facilitator and will continue to achieve exceptional quality scores/error rate and be cross trained to schedule in ALL service lines.

Requirements:

Educational Requirements

Degree/Diploma ObtainedProgram of StudyRequired/
Preferred
and/or
High School Diploma or EquivalentRequiredand
Associate'sPreferredand

Experience Requirements

Minimum Years RequiredArea of ExperienceRequired/
Preferred
and/or
2 YearsSchedulingRequiredand
1 YearCustomer ServiceRequiredand

Additional Requirements

Epic experience preferred

State of Florida Licensure Requirements

LicensesRequired/
Preferred
and/or
Not Required

Certifications/Registration Requirements

Certificates/RegistrationsRequired/
Preferred
and/or