at Christiana Care Health System in Wilmington, Delaware, United States
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
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
Sitting with intermittent standing and walking
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.