NYU Langone Health is a world-class, patient-centered, integrated academic medical center. Ranked as the #1 Hospital for quality and patient safety by Vizient, Inc., and with 10 clinical specialties among the top 10 in the nation according to U.S. News & World Report, NYU Langone's culture is rooted in excellence in patient care, education, and research. NYU Langone comprises more than 320 locations throughout the New York area and in Florida, including six inpatient locations, a children's hospital, and four emergency rooms. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, NYU Grossman School of Medicine, and NYU Grossman Long Island School of Medicine.
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Position Summary:
We have an exciting opportunity to join our team as a Supervisor - Patient Access Center.
In this role, the successful candidate 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.
Job Responsibilities:
- 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:
- Associate's 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 7:00am-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 is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Florida's EEO policies,please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.
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