This Supervisor role is responsible and accountable for supervising a team of Access Center Representatives (ACRs) and their activities to ensure that the organizations vision and business objectives are met. This position will lead, manage and support a team of ACRs to achieve consistent results. Provides direct supervision of and support to ACRs via the monitoring of quality, performance, and availability. This includes, but is not limited to participating in the development of ACRs, coaching and establishing individual development plans and routine performance reviews, assisting in managing workflow; reporting on trends; and collaborating with other Patient Access Center (PAC) leaders.
- Ensure that ACRs are trained appropriately, follow correct procedures, and maintain a high degree of quality work. Work with other PAC leaders to manage daily work assignments and workflow.
- Provide support to the PAC by participating in regular quality monitoring, supporting Patient Access Center metrics and performance management, report generation, intra-day schedule adherence, and quality monitoring of assigned ACRs
- Assist ACRs in understanding and using EPIC EMR, Verint, Salesforce, Cisco, and other PAC applications.
- Assist in ensuring all scripts and critical directives for scheduling remain current ; ensures constant feedback loop between ACR’s and leadership on changes made
- Keep up-to-date on all communications/updates within the Patient Access Center and cascade to their teams when appropriate and in a manner that ensures understanding and compliance.
- Serve as the first point of escalation and respond to ACR inquiries via group chat or in person interactions directly related to answering questions while agents are taking calls.
- Ensure adherence to quality calibration sessions which ensure consistency with departmental standards of quality assurance. Supervisors will continue to build upon these sessions with daily feedback and weekly/monthly coaching.
- Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty and specialty initiatives. Report trending errors to PAC leadership.
- Promote best practices with regard to physician protocols to schedule appointments for NYU FGP specialties and meet established Access Center performance goals.
- Assist in hiring and onboarding new employees as required.
- Understands and continuously monitors Key Performance Indicator (KPI) standards including but not limited After Call Work (ACW), Average Handle Time (AHT), etc.
- Able to assist team members in managing conversations with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition.
- Motivates and inspires their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
- Promote and enforce the utilization of NYU FGP Healthcare systems, Patient Access Center (PAC) applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
- Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
- Lead and ensure compliance in multidisciplinary quality and service improvement teams, as appropriate. May be called upon to lead trainings to agents on new practices or refresher trainings.
- Provide an excellent experience to NYU FGP patients, customers, and providers.
- Demonstrate regular, consistent, and punctual attendance and enforce the same adherence with their team members.
- Adheres to and enforces uniformly Access Center policies and procedures.
- Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
- Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
- Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate.
- Works collaboratively with colleagues and site leadership to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
- Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
- Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.).
- Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
- Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
- Perform other duties as assigned particularly as it relates to the demands of the Patient Access Center.
Minimum Qualifications:
To qualify you must have a Associates degree with 1-3 years work experience or a High School Diploma with 3 years work experience preferably in a Contact center Setting.
At least 1 year of direct experience in a Supervisory/leadership role, preferably in an inbound Contact center.
Must be able to work a full-time schedule between the hours of 5:00am-5:00pm
Preferred Qualifications:
Experience managing within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Florida provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it’s developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.
NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.
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Salaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from NYU Langone. We invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.