Position Summary:
Supervise a team of scheduling coordinators or patient access representatives within the hospital facilities, providing customer service to patients and meet the standard goals of patient access department activities.

Responsibilities:

• Lead a team of approximately 8 + team members.
• Train, coach and evaluate team members in displaying exceptional customer service while meeting performance expectations.
• Must be retention focused and proactive in the development of people, performance and processes.
• Perform quality assurance reviews to ensure quality standards are met.
• Handles complaints and patient concerns.
• Commitment to include and demonstration of Orlando Health mission.
• Conduct team meetings, huddles and call calibrations.
• Ensures team members acquire the appropriate support and training to apply the best skills and knowledge on the job both with initial new employee training and with ad hoc training team members as needed.
• Plan, organize and coordinate work efficiently; meet assigned deadlines.
• Manages various human resources functions including hiring, work assignments, coaching plans, and performance counseling.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Make decisions that drive improvments of department processes and align with corporate strategy.
• Ability to manage multiple priorities and meet deadlines.
• Ability to motivate team members to meet practice and quality standards.

Qualifications:

EDUCATION/TRAINING

Associate’s degree or Two (2) years of directly relevant experience in the field of Healthcare Patient Financial Services may substitute for the Associate’s degree (in addition to the requirements listed in the Experience section). Must meet the Corporate Organization and
Development and Patient Financial Services annual educational requirements.

EXPERIENCE

Three (3) years of experience within a high-volume, constant interaction, customer contact or call center environment.
Strong written,verbal communication, and problem resolution/process improvement skills

• Lead a team of approximately 8 + team members.
• Train, coach and evaluate team members in displaying exceptional customer service while meeting performance expectations.
• Must be retention focused and proactive in the development of people, performance and processes.
• Perform quality assurance reviews to ensure quality standards are met.
• Handles complaints and patient concerns.
• Commitment to include and demonstration of Orlando Health mission.
• Conduct team meetings, huddles and call calibrations.
• Ensures team members acquire the appropriate support and training to apply the best skills and knowledge on the job both with initial new employee training and with ad hoc training team members as needed.
• Plan, organize and coordinate work efficiently; meet assigned deadlines.
• Manages various human resources functions including hiring, work assignments, coaching plans, and performance counseling.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Make decisions that drive improvments of department processes and align with corporate strategy.
• Ability to manage multiple priorities and meet deadlines.
• Ability to motivate team members to meet practice and quality standards