Lead Patient Access Specialist

WHO WE ARE & WHAT WE DO

Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community. TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:

• Level II Trauma Center 
• Primary Stroke Center 
• Level III Neonatal Intensive Care 
• Pediatric Intensive Care 
• The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle. 

Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices. 

HOW YOU'LL MAKE AN IMPACT

The Lead Patient Access Specialist will work primarily as a call agent, with the added responsibilities of QA and training. These responsibilities include performing quality reviews of employee interactions. The role will also prepare, present, and develop trainings and propose process improvements for the Patient Access Call Center. Additional expectations will be to work on other tasks as needed in order to assist the team, as well as to remain up to date in processes and procedures in our changing environment.

 

Essential Duties:

• Responsible for handling inbound calls on Mondays and other assigned shifts, and doing so in a way that models exceptional performance
• Monitor and review calls for consistency, GATE, AIDET, and other customer service and healthcare models as expected of the team  
• Evaluate interactions for tone, accuracy, one-call-resolution, routing, and professional messaging
• Ensure proper call handling protocols are being followed in each interaction
• Collaborate with management to implement and maintain a robust quality assurance process and training/onboarding program
• Record and report employee performance trends to management, and illustrate how to utilize this information during employee coaching sessions
• Present and develop ideas to improve the quality review and training programs to ensure service levels are met
• Work closely with management to produce and maintain quality performance reports
• Create and deliver presentations regarding QA process updates to management and employees
• Support employees in their growth and development by promoting depth of knowledge, and superior service by communicating coaching needs to management in a timely manner
• Maintain confidentiality in business, patient, and employee information
• Identify employees who need additional resources and communicate needs to management
• Work closely with management to communicate needs for additional training
• Provide feedback to management on an ongoing basis regarding performance and development of employee skills, while maintaining confidentiality and professionalism
• Assist with tasking on a regular basis to support volume
• Maintain working knowledge of required duties and responsibilities of all patient access areas
• Create documents and resources for training as well as present and develop classroom trainings
• Use best judgment to protect patients and TMHPP/SMG from financial and reputational loss
• Understand and comply with regulations relating to healthcare, including but not limited to HIPAA
• Follow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to management

Reports:

Patient Services Manager

 

Supervises:

None

WHAT YOU’LL NEED TO APPLY

Required Education:

Minimum: High School Diploma or Equivalent Preferred: Some post high school coursework, i.e.: customer service, business.

 

Required Experience:

Minimum: 1 year of job-related experience; previous experience demonstrating direct customer service. Must possess excellent verbal and written communication skills. Preferred: 2+ years of job-related experience; previous experience demonstrating direct customer service.

 

 Behavioral Criteria:

Ability to operate basic office equipment (fax, printer, copier, scanner). Computer proficiency and knowledge of medical terminology.

 

 Required Certification/License/Registry:

None

 

 

If you are interested in becoming a part of TMH’s legacy of quality & compassionate healthcare, we want to know you.