Patient Access Center Supervisor - Boynton , Florida

Patient Access Center Supervisor - Boynton Beach, Florida

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Job

We have an exciting opportunity to join our team as a Patient Access Center Supervisor. This Supervisor role is responsible and accountable for supervising a team of Access Center Representatives (ACRs) and their activities to ensure that the organization’s vision and business objectives are met. This position will lead, manage and support a team of ACRs to achieve consistent results. Provides direct supervision of and support to ACRs via the monitoring of quality, performance, and availability.

This includes, but is not limited to participating in the development of ACRs, coaching and establishing individual development plans and routine performance reviews, assisting in managing workflow; reporting on trends; and collaborating with other Patient Access Center (PAC) leaders.

• Ensure that ACRs are trained appropriately, follow correct procedures, and maintain a high degree of quality work. Work with other PAC leaders to manage daily work assignments and workflow.
• Provide support to the PAC by participating in regular quality monitoring, supporting Patient Access Center metrics and performance management, report generation, intra‑day schedule adherence, and quality monitoring of assigned ACRs.
• Assist ACRs in understanding and using EPIC EMR, Verint, Salesforce, Cisco, and other PAC applications.
• Assist in ensuring all scripts and critical directives for scheduling remain current; ensures constant feedback loop between ACRs and leadership on changes made.
• Keep up‑to‑date on all communications/updates within the Patient Access Center and cascade to their teams when appropriate and in a manner that ensures understanding and compliance.
• Serve as the first point of escalation and respond to ACR inquiries via group chat or in person interactions directly related to answering questions while agents are taking calls.
• Ensure adherence to quality calibration sessions which ensure consistency with departmental standards of quality assurance. Supervisors will continue to build upon these sessions with daily feedback and weekly/monthly coaching.
• Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty and specialty initiatives. Report trending errors to PAC leadership.
• Promote best practices with regard to physician protocols to schedule appointments for NYU FGP specialties and meet established Access Center performance goals.
• Assist in hiring and onboarding new employees as required.
• Understands and continuously monitors Key Performance Indicator (KPI) standards including but not limited After Call Work (ACW), Average Handle Time (AHT), etc.
• Able to assist team members in managing conversations with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition.
• Motivates and inspires their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
• Promote and enforce the utilization of NYU FGP Healthcare systems, Patient Access Center (PAC) applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
• Lead and ensure compliance in multidisciplinary quality and service improvement teams, as appropriate. May be called upon to lead trainings to agents on new practices or refresher trainings.
• Provide an excellent experience to NYU FGP patients, customers, and providers.
• Demonstrate regular, consistent, and punctual attendance and enforce the same adherence with their team members.
• Adheres to and enforces uniformly Access Center policies and procedures.
• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
• Drives consistency in every patient and…