Patient Access Representative (Family Medicine, Roslindale Med Ctr)(Days) - Roslindale Massachusetts

Company: Boston Medical Center
Location: Roslindale, Massachusetts
Posted On: 05/03/2024

POSITION SUMMARY:Under general supervision from the Team Coordinator, the Team Lead is responsible for the optimal functioning of the Patient Contact Center by ensuring patient calls are answered and handled efficiently. Additionally, through coaching, training and real-time support, the Team Lead is responsible for ensuring that patients receive world-class customer service and accurate information. The Team Lead is also responsible for maintaining the day to day operations of the Patient Contact Center by providing support to Patient Service Representatives and working closely with the Operations Manager.Position: Patient Access Representative Department: Family Medicine, Roslindale Medical CenterSchedule: Full Time- Monday, Tuesday, Wednesday: 10:30a-7:00p. Thurs, Fri: 8:30a-5:00p. Rotating Saturdays.ESSENTIAL RESPONSIBILITIES / DUTIES:Provides leadership in complying with governmental, accreditation, other regulations/requirements, and with call center policies. Monitors Call Center performance in real-time to ensure the following:

• Patient Service Representatives are adhering to their schedules at all times
  
• Patient Service Representatives are making use of after call work and other telephone states in an efficient manner
  
• Staff members are supported while handling complex or escalated calls
  
• Establishes and maintains efficient communications between the Call Center and leadership in the clinics we support
  Functions as a coach/trainer to Patient Service Representatives on technical, operational and policy/procedural issues. Communicates information to promote excellence, quality service and cooperation among team members.Analyzes Service Rep performance and makes recommendations regarding performance management issues.Contributes to annual Patient Service Representative performance evaluation.Answers patient telephone calls during intervals of peak call volume or as needed.Provides world class customer service to our patients at all times.Works cooperatively with team and takes appropriate steps to effectively resolve issues, seeking assistance from supervisor/manager when needed.Takes escalated calls from Patient Service Representatives as needed and works to arrive at creative solutions to resolve patient issues.Responds to patient inquiries, consulting with call center and clinic leadership as needed.Assists call center managers in the completion of our call quality and scheduling accuracy samples in the following ways:
  
  
  • Complete call quality survey forms as needed
    
  • Conduct scheduling accuracy audits as needed
    
  • Work with call center managers to create personalized coaching plans to help Patient Service Representatives develop and improve
    Provides real-time Q & A and coaching to Patient Service Representatives while they are taking calls from patients.Assists in the onboarding of new hires and temporary staff when necessary.Assists management in the execution and maintenance of our training program both for new hires as well as for seasoned representatives receiving training in a new skill. Will conduct new employee training at times.Provides real-time Q & A and coaching to Patient Service Representatives conducing outbound call campaigns.Assists management in the support of Patient Service Representatives working on inbound referral inventory to ensure all turnaround time goals are met.Remains knowledgeable of and follows appropriate policies, procedures, and work rules, including but not limited to, policy regarding hours of work, absenteeism and tardiness. Provides feedback to manager regarding follow-up action or non-compliant issues.Maintains a complete understanding of emergency procedures.Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.Utilizes hospital's behavioral standards as the basis for decision making and to support the hospital's mission and goals.Performs other duties as needed.JOB REQUIREMENTSEDUCATION:Must be a high school graduate or have a GED.CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:NoneEXPERIENCE:Required: 1-2 years of relevant experience (one of which in admitting, medical office, managed care or insurance).Preferred: Additional training as a Medical Assistant, Pharmacy Technician, or other relevant healthcare background, training and/or experience that will provide the ability to understand and be fluent in medical terminology..KNOWLEDGE AND SKILLS:
    
    
    • Must understand computer, office and medical terminology
      
    • Must demonstrate ease with medicalterminology and be able explain healthcare issues to patients with empathy and concern
      
    • Ability to empathize with and coach the patient in navigating the healthcare system
      
    • Effective interpersonal skills to with a diverse group of professional and personalities in a team environment
      
    • Excellent English communication skills (oral and written) with the ability to communicate effectively with patients over the phone and in email and other communications
      
    • Must be comfortable using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
      
    • Basic computer skills and knowledge of Microsoft Office applications (MS Word, Excel & Outlook) and document work in aprofessional andefficient manner
      
    • Have strong interpersonal skills and be able to work wellin a team environment.
      
      
      Equal Opportunity Employer/Disabled/Veterans More...

          

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