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Senior Patient Services Representative

at Christiana Care Health System in Wilmington, Delaware, United States

Job Description

PRIMARY FUNCTION:

To assist the Access Center Supervisor with the daily operation of the Access Center

and to provide support to the Patient Service Representatives. The Team Leader will demonstrate high performance in all workflow process and behavioral expectations.

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Responsible for assisting Access Center Supervisors ,Manager, Administrative and Practice Leadership on an ongoing basis, to ensure each parties' needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume.

Responsible for proactively communicating with the Access Center Supervisor re: status of operations, potential issues, suggestions/and or recommendations to resolve issues, and leveraging the scheduling expertise in the Access Center.

Collaborates with Supervisors and Manager to ensure staffing needs are met as well as productivity guidelines are followed.

Provide assistance and be visible for staff questions and advice regarding scheduling

Provide supervision and leadership when supervisor is not available

Performs as a preceptor for new staff, coordinates orientation and training tasks with Trainer and Supervisor

Ensure staff is providing immediate service recovery using HEAT/AIDET and intervening as necessary

Must provide assistance with day to day responsibilities regarding answering incoming patient calls especially during times of high call volume demonstrating exceptional customer service skills

Demonstrates sound judgement of escalating urgent and time sensitive calls

Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.

Utilization of computer, software, and telecommunications equipment

Ability to multi-task with typing and talking simultaneously

Interacts with patients, physicians and staff to provide accurate communication

Performs assigned work safely, adhering to established departmental safety rules and practices; reports to manager in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Complies with and enforces all CCHS policies and procedures

Comply with all HIPAA and JCAHO regulations.

Performs other related duties as required

 

SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

Daily contact with patients, physicians and other members of The Medical Group team as well as other departments within CCHS.

 

DIRECTION/SUPERVISION OF OTHERS:

Patient Service Reps

 

DIRECTION/SUPERVISION RECEIVED:

Access Center Supervisor

 

EDUCATION AND EXPERIENCE REQUIREMENTS:

High school graduate required; Certificate Program or Bachelor's Degree preferred

2-3 years prior call center, customer service, medical office related experience and leadership skillsrequired.

Healthcare call center experience strongly preferred.

Computer and key boarding skill required

An equivalent combination of education and experience may be substituted

 

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Skill in delivering and coaching others on performance, especially service excellence

Skill in organization, prioritization, and getting work done

Ability to supervise staff

Ability to delegate work and responsibilities to staff and effectively evaluate their performance

Ability to plan, organizes, and coordinates staffing needs

Knowledge of medical terminology

Knowledge of physician office systems and practices

Knowledge of computer skills and keyboarding

Knowledge of communication center skills

Excellent oral and written communication skills

Ability to maintain patient confidential information

Ability to exercise judgement, tact, and diplomacy

Ability to handle irate callers, defusing the situate and when to elevate to the next level

Ability to display excellent customer service skills

Ability to establish and maintain effective working relationships with employees, co-workers and management

Ability to maintain regular, consistent, and professional attendance, punctuality, and appearance

Ability to work as an effective team member

 

SPECIAL REQUIREMENTS:

None

 

PHYSICAL DEMANDS:

Sitting with intermittent standing and walking

 

WORKING CONDITIONS:

Pleasant office environment

 

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

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Job Posting: 815906

Posted On: Jun 22, 2021

Updated On: Jun 30, 2021