GUEST EXPERIENCE TEAM LEAD - CALL CENTER - FULL TIME

Summary/Objective

Enhances the guest experience by warmly welcoming individuals at registration desk. Possess excellent customer service and communication skills. Provides general directions to and within our facilities. Accurately verifies all patient information. Demonstrates mastery in all Patient Access duties to facilitate appointment scheduling within multiple medical specialties. Performs special projects and facilitates staffing needs to provide reception coverage. Displays a positive and professional image at all times to elicit a favorable lasting impression.

Essential Functions

General

• Maintain open communication with Supervisory Staff, Clinical Services and Providers; acting as a liaison to provide high level of patient satisfaction and customer service.
• Promotes high morale, acting as a role model to include: positive direction; research errors and complaints; and provide feedback and documented outcome to supervisory staff. Functions independently in absence of supervisor.
• Makes recommendations to Supervisory Staff for improvement and/or streamline of processes.
• Provide training to new-hire staff; assist in performing competency evaluations; continually observe skill levels to ensure adequate cross training and implement shared work assignments, adjusting as necessary based on work volume.
• Observe patient volumes at desks to ensure minimal wait times.
• Attend meetings and training sessions to stay current with protocols and processes as they pertain to job and department needs as directed by Patient Access Supervisory Staff.

Checking-in, Scheduling, and Cancelling Appointments/Billing and Payment Collections

• Must follow HIPPA privacy policy guidelines.
• Follow standard department operating procedures and PFS flags when checking-in, scheduling and cancelling appointments.

·