Patient Access Lead - On Call Switchboard - Days

General Summary

Oversees the daily operations of assigned Patient Access Department. Supervises work activities of assigned staff. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner. Provides support to Manager/Supervisor.

Shift

Full Time, Days, 7PM-3AM, every other weekend and holiday rotation required

Duties and Responsibilities

Essential Functions:

• Oversees daily operations.
• Performs duties as a working staff member.
• In the absence of the team supervisor, serves as the primary leader for the team.
• Works independently to troubleshoot technical issues and resolve personal conflicts.
• Provides feedback to supervisor for performance evaluations.
• Actively participates in the interview process for open positions for departments.
• Facilitates department orientation for new hires.
• Assists in the coaching and development of staff and implementing corrective action plans if necessary.
• Oversees training in general of new hires and implements new initiatives with current staff.
• Ensures that standards of quality and efficiency are met.
• Promotes the active engagement of all employees and supports recognition of staff accomplishments.
• Assists supervisor with projects as needed.

Common Expectations:

• Establishes and maintains communication with ancillary departments/entities to facilitate problem solving and continuous process improvement.
• Assists in developing, establishing and maintaining policies, procedures and standards.
• Identifies patient needs and assists in the development and implementation of customer service initiatives. Evaluates outcomes to facilitate continuous process improvement.
• Enhances professional growth and development through participation in educational programs, current literature, and workshops.
• Requires flexibility in schedule as needed. On Call rotations may be required when applicable.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• 1 year Relevant experience Required
• Demonstrated leadership potential Preferred

Licenses:

• Certified Healthcare Access Associate within 1 year Required

Courses and Training:

• Become fully trained on trauma/TAT policies and procedures within 6 months of employment where deemed necessary. within 180 days Required and
• Appropriate certification, as required Upon Hire Required

Knowledge, Skills, and Abilities:

• Excellent customer service, communication and interpersonal skills
• Serves as an on-call contact for coverage on an as needed basis

Benefits Offered:

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy