Req#: R12014
Category(s): Administrative Support, Call Center
Full Time / Part Time: Full-Time
Shift: First

Summary: 

Under the direction of Director, Access Services the incumbent supervises the daily operations and personnel of the assigned product lines teams within the Access Call Center. Assigns work and ensures coverage for all product lines and shifts. Acts as a resource to the team. Makes effective recommendations on employee hiring, transfer, promotion, termination and corrective actions. Collaborates with manager to resolve complaints and other personnel related problems in a timely manner. Adheres to and models the behaviors of the Baystate Health Mission, Operating Principles, and Access Services Cultural Compass.

Job Responsibilities: 

1) Directs and supervises day to day operations for assigned staff including scheduling, timekeeping, orientation and training. Schedules staff, assigns work and shifts to ensure adequate coverage. Monitors intraday operations to assure service levels are achieved and maintained. Makes necessary adjustments to ensure daily work assignments are completed. Monitors schedules to to ensure maximum resource utilization and patient access. Responsible for Kronos functions including review of bi-weekly payrolls and necessary timecard adjustments.

2) Models and enforces the personnel policies and organizational standards of Baystate Health. Refers questionable, serious and progressive incidents to the Manager to address formally. Assists in interviewing job candidates. Makes effective recommendations on hiring, promotion, corrective actions and similar actions.

3) At a minimum of Responsible to ensure appropriate and timely access of care for patients throughout the Northern, Eastern and Metro regions within Baystate Health System. Partners with Baystate Medical Practices (BMP), physicians and other care providers and their clinical teams to ensure integrated, patient-centered care that ensures timely delivery with appropriate provider access for patient care. Fosters communications and high level service and satisfaction to clients (referring physicians and patients). Understands patient needs and utilizes his or her clinical and administrative knowledge to make decisions that will enable the most expedient and efficient access to care. Responsible for utilizing efficient work processes,creating positive experiences and outcomes that meet physician and patient needs, and foster strong relationships with others that build loyalty of all referring physicians and patients. Participates in monthly meetings and in-services to assure understand

4) Oversees orientation of new employees. Trains staff in new functions, processes and concepts to ensure staff are capable of completing job functions in a professional and independent manner.

5) Performs all other requests as defined by the Director, including special department/system assignments, required attendance for meetings, statistical reporting and on-call responsibilities.

Required Work Experience: 

1) Minimum of 3-5 years of customer service experience

Preferred Work Experience: 

1) None listed

Skills and Competencies: 

1) Proficiency in Windows software, particularly Word, Outlook and Excel

2)  Written and verbal communication skills

3)  Speak, read, and write English clearly and concisely using correct grammar and vocabulary

4)  Completed approved medical terminology class

5)  Demonstrated experience in team orientated, fast paced, multi-priority setting with an emphasis on problem solving and team building skills

6)  Demonstrated competence and sufficient knowledge of assigned lines of business

7)  Knowledge of patient registration and insurance verification systems, compliance and laws surrounding data collection and maintenance of patient information; Windows environment applications

8)  Team Player, Commitment, Flexibility, Problem-solving, Communication, Service Excellence, Organizational Awareness, Learning, Personal Responsibility, Emotional Maturity

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

GED or HiSET (Required)

Certifications:

Equal Employment Opportunity Employer

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