MSPatient Access Rep Call Center Lead

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 6000 colleagues who reflect the diversity of our community.

TMH is the regions healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the regions 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.

Position Summary

Responsible for direct supervision of call center staff monitoring queues employee statuses and providing on-the-spot feedback to call center staff as well as reporting and collaborating with management and other department leads to ensure staffing training and patient access needs are met.

Essential Duties and Responsibilities

Answers incoming calls and directs as appropriate during scheduled shifts or high-volume times as established by management

Handles escalated calls by problem solving and using professional communication

Retrieves patient EHR enters task field and takes messages from patients or representatives to appropriate clinical/clerical area ensuring correct and adequate information is relayed.

Uses customer service principles and techniques to deal with patients calmly and pleasantly.

Follows procedure for scheduling appointments so records are accurate and complete and so that they can be used to analyze patient/staffing patterns.

Works with IT department and Telephony to troubleshoot agent connectivity or system issues.

Maintains professional relationships with new and current physicians and other clinical staff to understand their needs and pass down feedback to agents.

Maintains professional relationships with other departments such as scheduling medical records Lab and all of SMG/TMHPP locations to understand their needs and pass down feedback to agents.

Maintains professionalism when responding to patient and employee needs.

Provides coaching to employees when feedback is shared or behaviors are observed

Adheres to organizational and departmental policies and procedures defined in the policy/procedure manuals.

Maintains time off calendar attendance tracker and timecards in a timely and organized manner

Maintains reliable attendance reporting to work on time according to assigned schedule.

Reviews agent and queue reports and updates spreadsheets daily/weekly/monthly

Displays dexterity and expertise in the use of Epic and other computer systems such as Microsoft Word Excel Power Point.

Displays dexterity and expertise in the use of office communication tools such as phones Microsoft Teams and Outlook.

All other duties as assigned.

Knowledge Skills and Abilities Required

Creative problem solving.

Excellent verbal and written communication at all organizational levels.

Relationship Building.

Decision Making.

Conflict Resolution.

On-the-spot Coaching.

Possesses interpersonal skills necessary to interact with people.

Possesses ability to handle a high volume of calls in a pleasant professional manner.

Maintains a safe clear orderly environment.

Maintains patient confidentiality.

Interacts well with patients coworkers and management.

Displays professionalism at all times especially under pressure in a fast-changing environment.

Seeks additional duties according to workload demands.

Physical Demands and Work Environment

Ability to utilize office equipment including work at a computer interact with others and move about the department

Required to sit for longer periods of time

Normal office environment where there is minimal discomfort due to temperature dust noise and other factors

Ability to work onsite at our SMG building in Tallahassee FL

Required Education:

Minimum: High School diploma or equivalent; Preferred: Associate Degree Medical Terminology or HealthCare Management

Required Experience:

Minimum: One-year related experience to include customer service.

Required Certification/License/Registry:

None

If you are interested in becoming a part of TMHs legacy of quality & compassionate healthcare we want to know you.

Please submit your application & resume TODAY! We look forward to speaking with you.

Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen background check reference verification health assessment and credential/license verification.

Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen background check reference verification health assessment and credential/license verification.