Apply on Employer Site

White Plains Hospital · 2 weeks ago

Access Center Team Lead

White Plains, NY

Full-time

Onsite

Mid Level

3+ years exp

White Plains Hospital is seeking an Access Center Team Lead who will act as the primary resource for Patient Access Associates, Specialists, and Physician Navigators. This supervisory position involves overseeing work distribution, providing training, and ensuring high-quality service to meet patient needs.

Health CareHealth DiagnosticsMedical

Comp. & Benefits

Responsibilities

Understands and adheres to the WPH Performance Standards, Policies and Behaviors

Provides general oversight and supervision to associates, specialists, and navigators

Assist in the recruiting, hiring, orientation, developing, and evaluation of staff

Assists in developing and implementing short- and long- term work plans

Handle complex customer complaints and inquiries and troubleshoot problems/escalations

Enforce guidelines and best practice workflows for prioritizing work, evaluating the effectiveness, and modifying workflows as necessary

Ensures staff are adhering to schedule for both inbound and outbound call activity, as well as non-phone projects/assignments

Train and coach staff in best practices for communication, phone etiquette, and de-escalation techniques

Monitor performance targets to evaluate productivity and quality of direct reports and overall team

Monitor calls to improve quality, minimize errors, and track operational performance to ensure quality assurance and identify areas to improve team performance

Works collaboratively with all levels of the hospital interdisciplinary team and promotes the team concept within the department and enterprise-wide

Performs all other related duties as assigned

Qualification

Healthcare experienceMicrosoft OfficeCustomer serviceTime managementOrganizational skillsProblem-solving skillsTeam-orientedCommunication skillsLeadership skills