Network Access Referral Management Team Lead

Network Access Referral Management Team Lead

Cayuga Health and its affiliates are the region's leading healthcare system and most trusted providers of integrated health services, empowering our people in our mission to equitably improve the well-being of the communities we serve. Our commitment to providing extraordinary healthcare begins with our team of extraordinary professionals who are continuously discovering clinical innovations and enhancing access to the most up-to-date facilities, equipment, technologies, and research protocols. Cayuga Health's commitment to our employees includes competitive compensation, comprehensive employee benefits programs, and the opportunity to explore and build a career in healthcare through our many professional development programs. 

The Cayuga Health Network Access Center is a rapidly changing environment. Created to assist patients with navigating our Provider Network and insuring timely access to care, this position will focus on overseeing with the day-to-day operations of the Network Access Center at the direction of the Network Access Manager. The Network Access Center Referral Management Team Lead is proficient with our Mitel/Ignite phone system and navigating Electronic Medical Record (EPIC) to process patient referrals for scheduling. Takes on more complex tasks within the day-to-day operations of the Network Access Center as assigned. Network Access Center Referral Management Team Lead must have excellent customer services skills, exceptional phone etiquette, and must be able to learn quickly. Is able to use Microsoft Teams to communicate with other co-workers and answer questions. This is a non-clinical position.

Roles and Responsibilities:

• Supervises, organizes, mentors, and coaches Network Access Center Referral Management Team Members.
• Responsible for directing and implementing a broad range of customer care activities to resolve complex or sensitive customer complaints and difficult telephone calls within our referral management offices.
• Assist with interviewing, hiring and training new employees.
• Assist with quality assurance and employee performance monitoring.
• Identify opportunities for departmental improvement and think creatively to develop and recommend solutions.
• Build and support a high performance culture within the Team, focusing on employee training and development, regular and open communication, individual accountability and recognition; including addressing performance issues/trends immediately.
• Maintain professionalism while answering calls from the community and addressing patient questions. Ability to de-escalate upset patients and justification to properly escalate to Network Access Manager when necessary.
• Ensure internal process/procedures are client focused and efficient.
• Supports Referral Management Network Access Center Team Members by answering questions, etc.
• Monitoring Referral management Teams Chats, Queues and WorkQueues
• Spot Check Referral management phone lines

Required Skills and Experience:

• Associates Degree in a related field and 2-3 years of customer service experience
• Experience - Comfortable multi-tasking.
• Licensure - None required.

Physical Requirements:

• Must be able to remain in a stationary position at least 50% of the time, may require occasional driving to office locations.

Location and Travel Requirements:

• Hybrid
• Cayuga Medical Center (Biggs)

Pay Range Disclosure:

• $22.00 to $25.84 per hour

Cayuga Health System and its affiliates are committed to treating all patients, providers, staff and volunteers equitably and with dignity, ensuring the highest levels of safety, care and respect, and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access, equitable care and positive health outcomes for all.

We are proud to be an Equal Employment Opportunity employer, supporting the growth and health of our employees and community by embracing the rich diversity, needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable protected characteristics.

If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact the Cayuga Health Talent Acquisition team at talentacquisition@cayugahealth.org.

I certify that the information contained in this application is correct and complete to the best of my knowledge. I understand that any falsification or omission of information may disqualify me from further consideration for employment or, if hired, may result in termination. In consideration for my employment, I agree to abide by the rules and regulations of the company, which rules may be changed, withdrawn, added, or interpreted at any time, at the company's sole option and without prior notice to me.

I understand that any hiring decision is contingent upon my successful completion of all of the Company's lawful pre-employment/post-offer checks, which may include a background check, drug screen, employment references, and licensing review. If I am made a conditional offer of employment, I agree to execute any consent forms necessary for the Company to conduct its lawful pre-employment/post-offer checks. Such checks will not be conducted until allowed under applicable federal, state, and local law. I understand if I have a criminal background, it will not automatically disqualify me from employment unless otherwise required by law. I agree to execute any consent forms necessary for the Company to conduct its lawful pre-employment checks.

I also understand that the Company is a drug and alcohol-free workplace and has a drug and alcohol testing program consistent with applicable federal, state, and local law. I understand that after a conditional offer of employment, I must submit to and pass a pre-employment drug test as a condition of employment.

Salary : $22 - $26