Location:Orion Building -6630 Orion DriveFort Myers FL 33912
Department: LPG Contact Center
Work Type: Full Time
Shift: Shift 1/7:00:00 AM to 6:00:00 PM
Minimum to Midpoint Pay Rate:$21.01 - $24.69 / hour
The Lead Patient Access Specialist meets all requirements for the Patient Access Specialist II 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 and exhibit leadership skills in which fosters a team environment. Along with the leadership, will be responsible for the daily functions of the department.
The Lead will be responsible for guiding and monitoring the staff with the workflow process, leading daily department huddles, and embrace process improvement. In addition, they will demonstrate strong listening skills, acknowledge patients/staff 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 for ensuring that all staff deliver the highest quality service to our customers. As a member of the leadership team, this person will be an influence on how staff performs, and therefore, how our LPG Contact Center performs.
This job requires a highly motivated person that can address many different tasks in what a challenging environment is often. The Lead will manage and resolve staff/customer complaints and communicate to the leadership team. Will participate in the interviewing process, offer input in annual reviews and assume the supervisory role in the absence of leadership.
Must maintain their proficiency in all duties of a Patient Access Specialist II and will continue to achieve exceptional quality scores/error rate and be crossed trained to schedule in ALL service lines.
Education: High School Diploma or equivalent required.
Experience: Minimum of 1 year of Customer Service and Scheduling Experience required.
Certification: N/A
License: N/A
Other: Medical terminology knowledge required. Excellent customer service, including verbal and written communication skills required. Knowledge and understanding of telephone etiquette, including strong listening skills are essential. Ability to effectively, precisely and clearly communicate with other departments, physician practices, staff and providers. Must be able to type a minimum of 30 words per minute. 35 words per minute preferred. Data entry skills and good computer skills are required, including knowledge of Microsoft Office. Proficiency in Epic and Cadence. Expert understanding of all modalities, tests, and diagnosis related scheduling procedures. Exhibits leadership skills & fosters a team environment. Bilingual is helpful.
US:FL:Fort Myers
(link will open in a new window)
9