Team Lead- Patient Access Contact Center

Overview

Come join our team! We have an immediate leadership need for a Remote Patient Access Team Leadin our Scheduling Concierge Department! If you are ready to make an impact every day, and thrive in a fast-paced environment, then a career at Forefront may be the perfect fit for you!

Pay: $17-21/hr Depending on experience

Must take an assessment to be considered for position.

Time Zones needed: 1 PST 8-530P

The Scheduling Concierge Team Leader will be tasked with managing the day-to-day operations in the Scheduling Concierge Contact Center under the direction of the Patient Access Director. In this role, the team leader should possess excellent customer service skills, have the ability to multi-task, handle stressful situations, and be flexible and adaptable to change. This position requires daily onsite (remote) supervision that includes leadership, managing and guiding a team of schedulers, meanwhile supporting and interfacing with clinic providers/staff.He/she will be overall review, discuss, and coach pertaining to these recorded calls with the scheduling concierge staff.

Here are just a few things we offer:

• Access to health, dental, and vision insurance
• Health Savings Account $500 matching contribution
• Eligible for PTO and Holiday pay
• Company paid life insurance and long term disability (full-time only)
• Access to voluntary short term disability insurance (full-time only)
• Access to additional life insurance
• Eligible for Accident and Critical Illness Insurance, Hospital Indemnity and Cancer Guardian
• 401K with employer contribution
• Profit sharing
• Employee discounts
• And much more!

Responsibilities

• Daily remote supervision that includes leadership, managing and guiding a team of schedulers and supporting and interfacing with clinic providers/staff
• Retain and demonstrate quality assurance standards, while listening to recorded calls to further examine any concerns or necessary reviews as needed for the staff
• Respond positively to constructive criticism and direction from supervisors and providers
• Display a friendly cheerful, tactful and polite demeanor, and compassionate caring in dealing with others
• Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team
• Willingness to be flexible with scheduled hours, work through the lunch hour, and over-time
• Providing a high level of customer service, including receiving compliant calls, answering questions, and performing basic troubleshooting
• Works well as a team player and independently taking accountability for clinic and provider relationships along with agents. Managing remotely based on metrics within the call center.
• Completing other tasks as assigned.

Qualifications

1. Demonstrated leadership experience. Must be able to demonstrate leadership by serving as an example to others with regard to professional behavior, handling multiple tasks, maintaining a positive attitude, and in
   response to organizational change.
2. Must be able to respond positively to constructive criticism and direction from supervisors and providers.
3. Must display a friendly cheerful, tactful and polite demeanor, and compassionate caring in dealing with
   others.
4. Proficiency with Microsoft Word, Excel and PowerPoint.
5. Must possess excellent leadership, organizational, computer, and communication skills.
6. Ability to work effectively and cooperatively with staff, board, clients, and the public.
7. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
8. Ability to use time productively and contribute to high levels of company operational efficiency and
   effectiveness.
9. Ability to maintain confidentiality of information of patients, staff, and/or other employees.
10. Willingness to be flexible with scheduled hours, work through the lunch hour, and over-time.

Education and Requirements:

1. High school diploma, GED/HSED, or equivalent
2. Successful certification of Healthcare Access Associate within 6 months in the position.

A. 1 year in the healthcare or finance industry or successful completion of a NAHAM accredited college program in healthcare

B. 10 professional development contact hours earned within the previous 2 years – OR – as associate degree from an accredited institution
i. Testing Window includes: January; April; July; October
ii. Examinations are 2 hours in length and proctored
iii. Cost for members is $155 or $155 for non-members (reimbursable with successful passing)
iv. Certification expire every 2 years and must recertify before their certification expire

#INDPOR