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:

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

Education & Experience Requirements

• High School Diploma is required. Bachelor’s Degree preferred.
• Minimum three years of relevant experience. Healthcare experience preferred.
• Proficient in Microsoft Office.
• Excellent customer service, time management, and organizational skills.

Core Competencies

• Demonstrates a flexible attitude and ability to respond to a rapidly changing and demanding environment.
• Exhibits sound management skills and ability to work with interdisciplinary team.
• Exhibits courteous, proactive, and positive attitude at all times.
• Highly collaborative and team-oriented with ability to build relationships with internal and external stakeholders.
• Exhibits strong problem-solving skills with ability to identify, quantify, and utilize information to make recommendations that support business operations and strategy.
• Thinks strategically to proactively understand customer needs and provide solutions to overcome obstacles.

Physical/Mental Demands/Requirements & Work Environment

• May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.
• Must be able to move about the department constantly while attending to needs of internal stakeholders.
• Requires continuous communication with patients, staff, and stakeholders of all educational levels.
• Requires frequent use of computers and other office equipment.
• Must be able to rapidly assess and respond to situational needs of patients, staff, and stakeholders.
• Must be able to adapt to a high stress environment with frequent interruptions.

Primary Population Served

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