Patient Access Representative Lead

Overview

This individual has the responsibility for processing all appointment schedule call reports, monitoring/listening to calls for evaluation and training purposes, and ensuring all phone calls through the call center are processed. The Appointment Scheduling Lead must manage scheduling of patient/provider appointments by the operative schedule template.

Qualifications

• High school diploma or equivalent.
• Minimum of two (2) years’ experience in a customer service position.
• Minimum of two (2) years appointment scheduling experience.
• Minimum of two (2) years healthcare and directorial experience preferred.
• Excellent communication, organizational and customer service skills.
• Excellent phone etiquette.

Responsibilities

• Monitor and review inbound call volumes, operator talk time, and other call metrics relating to the appointment scheduling calls.
• Ensures all appointment slots are filled
• Acts as a liaison between MedCura and outside scheduling resources
• Monitor physician and patient scheduling change and/or cancellations to assure efficient patient flow.
• Build, maintain and update the providers’ schedules as required for all new and established providers.
• Monitor provider schedules to ensure the appropriate appointments are established based on provider specialty and resolve scheduling conflicts as required.
• Provide call escalation assistance to appointment schedulers and special projects as assigned.
• Trains and orients new appointment schedulers.
• Monitors employee customer service skills and call activity/interactions with co-workers and patients.
• Coordinates quarterly training sessions with appointment schedulers to ensure job knowledge is current and staff performance levels are consistently improving.
• Promotes the continuous quality improvement process in all daily service issues and problem solving opportunities.
• Communicates regularly with departmental staff on daily basis and keeps management informed.
• Works closely with Front Office Supervisor to report and resolve operational problems, employee deficiencies in work performance and maintain call center service metrics.
• Works closely with Front Office Supervisor to handle problems, inquiries, and complaints.
• Ensures the appropriate patient information necessary for registration, billing, and collection including patient, guarantor, and emergency contact demographics, insurance coverage to include subscriber demographics, if applicable, has been entered correctly into the patient registration system.
• Occasionally performs the duties and responsibilities of the Patient Service Representatives I as needed to maintain adequate call coverage and quality customer service.