Access Center Lead Representative

Summary

This position is responsible for leading the customer services of the Scheduling/Authorization Verification department and supporting the daily operational needs of the team. This position is responsible for the facilitation of the effective performance of the department by being a participant, supporter, role model and coach for the team in delivering consistent and effective customer service. Leader will provide staff training, coaching, mentoring and modeling for excellent phone skills and scheduling techniques.

This position will be responsible to schedule appointments with patients and physician offices and assist the team with complex scheduling issues within scheduling software. This position will work with the management team to identify, plan and implement process enhancements.

Responsibilities

• (40%)*
• Help departmental managers: Implement and monitor internal process audits/ control to maintain data integrity and process flow. Ensure the overall customer satisfaction through periodic review of customer survey results. Perform periodic performance review meetings with team members and department Supervisor to review service metrics, service quality and set stretch goals for performance improvement.
• (40%)
• Act as a Coach and mentor to team members by: Manage customer case escalations and service recovery situations. Provide support and guidance for Schedulers/Assistants in handling complex scheduling or authorization cases. Facilitate training for new employees. Participate in special project and strategic initiatives. Foster communication and team work both within and across organizational boundaries; facilitate open communication and resolution of differences, share insights (performance results, effective coaching techniques, etc.).
• (20%)*
• Establish departmental work processes, practices and systems to effectively manage customer requests for service. Maintain a work culture of continuous improvement and learning by engaging staff members for improving service delivery protocols and practices. Participate in periodic operational meetings with the team to address service delivery issues.
• OTHER DUTIES AND RESPONSIBILITIES: Other duties as assigned.
• Certifications and Licensures
• N/A Required Education
• Associates degree is required.
• Other Information
• EXPERIENCE, TRAINING, AND SKILLS: A minimum of six months scheduling experience and four years experience in a customer service setting.
• Extensive knowledge of computer software with demonstrated proficiency in or knowledge of a variety of computer software applications.
• Demonstrate flexibility and available to interact with employees at all levels.
• Be able to manage multiple conflicting priorities and multiple business units in multiple locations.
• Should be self-directed and motivated. Ability to solve problems involving several options in situations.
• Requires intermediate analytical and quantitative skills.
• Ability to multi-task and manage complex assignments/initiatives effectively.
• Ability to be compassionate in leading people, and be an effective coach/mentor.
• Attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
• Good to excellent spelling, grammar and written communication skills.
• Excellent telephone and oral communication skills.
• Strong emphasis on customer service excellence.
• Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.
• MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft Windows.
• Employees are required to take a Computer Skills Assessment via the learning management system upon hire. Based on the results of the assessment, an employee may be required to participate in further learning opportunities offered by MyMichigan Health.
• PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS: Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
• Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.
• Overall vision and hearing is necessary with or without assisted device(s).
• Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health bloodborne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.
• Physical Demand Level: Sedentary.
• Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.

Responsibilities

• (40%)*
• Help departmental managers: Implement and monitor internal process audits/ control to maintain data integrity and process flow. Ensure the overall customer satisfaction through periodic review of customer survey results. Perform periodic performance review meetings with team members and department Supervisor to review service metrics, service quality and set stretch goals for performance improvement.
• (40%)
• Act as a Coach and mentor to team members by: Manage customer case escalations and service recovery situations. Provide support and guidance for Schedulers/Assistants in handling complex scheduling or authorization cases. Facilitate training for new employees. Participate in special project and strategic initiatives. Foster communication and team work both within and across organizational boundaries; facilitate open communication and resolution of differences, share insights (performance results, effective coaching techniques, etc.).
• (20%)*
• Establish departmental work processes, practices and systems to effectively manage customer requests for service. Maintain a work culture of continuous improvement and learning by engaging staff members for improving service delivery protocols and practices. Participate in periodic operational meetings with the team to address service delivery issues.
• OTHER DUTIES AND RESPONSIBILITIES: Other duties as assigned.

Qualifications

• EXPERIENCE, TRAINING, AND SKILLS: A minimum of six months scheduling experience and four years experience in a customer service setting.
• Extensive knowledge of computer software with demonstrated proficiency in or knowledge of a variety of computer software applications.
• Demonstrate flexibility and available to interact with employees at all levels.
• Be able to manage multiple conflicting priorities and multiple business units in multiple locations.
• Should be self-directed and motivated. Ability to solve problems involving several options in situations.
• Requires intermediate analytical and quantitative skills.
• Ability to multi-task and manage complex assignments/initiatives effectively.
• Ability to be compassionate in leading people, and be an effective coach/mentor.
• Attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
• Good to excellent spelling, grammar and written communication skills.
• Excellent telephone and oral communication skills.
• Strong emphasis on customer service excellence.
• Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.
• MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft Windows.
• Employees are required to take a Computer Skills Assessment via the learning management system upon hire. Based on the results of the assessment, an employee may be required to participate in further learning opportunities offered by MyMichigan Health.
• PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS: Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
• Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.
• Overall vision and hearing is necessary with or without assisted device(s).
• Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health bloodborne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.
• Physical Demand Level: Sedentary.
• Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.