Lead Patient Access Specialist - LPG Contact Center - Orion Building

Location:Orion Building -6630 Orion DriveFort Myers FL 33912

Department: LPG Contact Center

Work Type: Full Time

Shift: Shift 1/7:00:00 AM to 7:00:00 PM

Minimum to Midpoint Pay Rate:$17.34 - $21.67 / hour

Summary

The Lead Patient Access Specialist meets all requirements for the Patient Access Specialist II and are proficient in all areas. Demonstrates and commits to delivering the highest quality patient care with exceptional customer service.

The Lead will be a patient advocate and exhibit leadership skills in which fosters a team environment. Along with the leadership, the lead will be responsible for the daily functions of the department.

The Lead will be responsible for guiding and monitoring the staff with the work flow process, leading daily department huddles, and embrace process improvement. In addition, they will demonstrate strong listening skills, acknowledge patients/staff concerns, always ensuring that we are meeting patients needs.

This person will monitor staff calls and review the results with the staff to provide support and training as needed. One expectation of this job is to lead and coach staff to enable them to meet or exceed their key performance indicators, improve their skills and competencies.

The Lead will be responsible to ensure that all staff is delivering the highest quality service to our customers. As a member of the leadership team, this person will be an influence on how staff performs, and therefore, how our LPG Contact Center performs.

This job requires high a highly motivated person that is capable of addressing many different tasks in what is often a challenging environment. The Lead will manage and resolve staff/customer complaints, and communicate to the leadership team. The Lead will participate in the interviewing process, offer input in annual reviews and assume the supervisory role in the absence of leadership.

The Patient Access Lead must maintain their proficiency in all duties of a Patient Access Specialist II and will continue to achieve exceptional quality scores/error rate and be crossed trained to schedule in ALL service lines.

Requirements

Educational Requirements

Degree/Diploma ObtainedProgram of StudyRequired/

Preferredand/orHigh School Diploma or EquivalentRequiredand

Experience Requirements

Minimum Years RequiredArea of ExperienceRequired/

Preferredand/orInternal 6 months

Customer Service & SchedulingRequiredorExternal 1 YearCustomer Service & SchedulingPreferred

Additional Requirements

Epic experience a plus. Must be able to type 35 words per minute.

State of Florida Licensure Requirements

LicensesRequired/

Preferredand/orNot Required

Certifications/Registration Requirements

Certificates/RegistrationsRequired/

Preferredand/or

US:FL:Fort Myers