Access Center Team Lead

Access Center Team Lead

Position Summary

In collaboration with the WPH Cares Office Manager and Administrative Director, will serve as the primary resource for Patient Access Associates, Patient Access Specialists, and Physician Navigators. The Team Lead is a supervisory position which assists in the assignment of work distribution to staff as well as in training and quality control processes. S / he provides leadership, coaching, and development to direct reports to ensure patient needs are met quickly, efficiently, and with a high caliber of service.

Essential Functions and Responsibilities Includes the Following :

• Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
• Provides general oversight and supervision to associates, specialists, and navigators.
• Assist in the recruiting, hiring, orientation, developing, and evaluation of staff.
• Assists in developing and implementing short- and long- term work plans.
• Handle complex customer complaints and inquiries and troubleshoot problems / escalations.
• Enforce guidelines and best practice workflows for prioritizing work, evaluating the effectiveness, and modifying workflows as necessary.
• Ensures staff are adhering to schedule for both inbound and outbound call activity, as well as non-phone projects / assignments.
• Train and coach staff in best practices for communication, phone etiquette, and de-escalation techniques.
• Monitor performance targets to evaluate productivity and quality of direct reports and overall team.
• Monitor calls to improve quality, minimize errors, and track operational performance to ensure quality assurance and identify areas to improve team performance.
• Works collaboratively with all levels of the hospital interdisciplinary team and promotes the team concept within the department and enterprise-wide.
• Performs all other related duties as assigned.

Education & Experience Requirements

Core Competencies

Physical / Mental Demands / Requirements & Work Environment

Primary Population Served

Check appropriate box(s) below :

Neonatal (birth – 28 days)

Patients with exceptional communication needs

Infant (29 days – less than 1 year)

Patients with developmental delays

Pediatric (1 – 12 years)

Patients at end of life

Adolescent (13 – 17 years)

Patients under isolation precautions

Adult (18 – 64 years)

Patients with cultural needs

Geriatric (>

65 years)

All populations

Bariatric Patients with weight related comorbidities

Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

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