Patient Access Center Supervisor - FT - Days - DIO

Contact Center Team Lead

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary : Under the direction of the Contact Center Manager, the Team Lead provides day-to-day support for the Contact Center team, acting as a subject matter and technical expert, as appropriate. Demonstrates and models Memorial Healthcare Systems core values while delivering an exceptional patient experience to patients, families, and clinicians. As a working team lead, performs a wide variety of patient care activities, including the prompt and accurate handling of appointment scheduling and pre-registration, financial services, addressing patient inquiries, and optimizing patient flow. Assists the Manager in overseeing the daily operations of their assigned departments as a Super User, primary escalation point, preceptor, and performance coach. Leads, coaches, motivates, and retains assigned staff while promoting teamwork on assigned projects to achieve organizational expectations for the project / services. Accountable for the results and performance of the assigned team members as well as the overall teams accomplishments. Serves as a role model in the areas of work ethic, values, leadership, customer service and a genuine concern for patients and the community.

Responsibilities :

Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides technical guidance to others on a frequent basis and rounds with employees in the team.

Provides leadership and manages escalated interactions following established protocols to ensure patient safety and data integrity.

Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information.

Assists with audits and the oversight of EPIC work queues.

Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications, including : telephones, emails, web chats, SMS and faxes. Works across multiple functions and with all levels of the organization.

Collaborates with manager to coordinate and supervise division(s); ensure adequate coverage, effective resource management, and completion of projects; and perform other administrative duties.

Participates in the interview process for new hires as well as champions staff training; both Mandatory and Divisional. Oversees on-site training at the unit level.

Partners with training and development to provide role support and learning experiences for new employees. As a role model and subject matter expert (SME), facilitates training, knowledge transfer and at the elbow support skills.

Performs the duties of a Contact Center Agent I / II, including all roles and responsibilities and EMR utilization, as a working Team Lead.

Competencies : ACCOUNTABILITY, CUSTOMER SERVICE, EFFECTIVE COMMUNICATION, LEADING BY COACHING, MANAGING PEOPLE, PATIENT AND FAMILY CENTERED CARE, PRODUCTIVE WORK MEETINGS, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements : High School Diploma or Equivalent (Required)

Additional Job Information : Complexity of Work : This role requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision. Proficiency in handling multiple tasks and systems, while maintaining high-quality standards, is crucial. Must complete and successfully pass the Patient Access Center Onboarding Training Program. Must be able to work in a fast-paced work environment and take appropriate action when required. Proficient in dashboard monitoring and Excel report creation. Required Work Experience : Three (3) years customer service experience required. Three (3) years of experience in a leadership / supervisory role required. Call / contact center service experience preferred. Prior experience in healthcare setting preferred. Other Information : Associates degree or five (5) years of equivalent leadership experience.

Working Conditions and Physical Requirements :

• Bending and Stooping = 0%
• Climbing = 0%
• Keyboard Entry = 80%
• Kneeling = 0%
• Lifting / Carrying Patients 35 Pounds or Greater = 0%
• Lifting or Carrying 0 - 25 lbs Non-Patient = 60%
• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0%
• Lifting or Carrying >

75 lbs Non-Patient = 0%

75 lbs Non-Patient = 0%