Patient Access Rep-Lead

The Call Center Team Lead is the primary point of contact for assigned Access Center Specialist when they need assistant regarding incoming patient requests, including complex inquiries and request. This individual will also provide Access Specialist with feedback and coaching in the areas of productivity and quality of service Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program. Maintains up to date knowledge in the areas of patient registration, appointment scheduling and department protocols in accordance with the clinical departments scheduling guidelines. Provides leadership support for multiple clinical departments and Access Specialist assigned to those departments. Provide leadership and manage workflow for outbound call assignments to schedule patients based on referrals received, ensuring staff are adhering to processes and procedures. Provide leadership support to resolve After Hour Access patient concerns or urgent situations as needed. Together with Access Center Supervisor or Manager, will review, communicate, and monitor changes to specialist schedules including breaks and lunches to ensure UT Health Standards are met. Will be responsible for telephone coverage – lunches and when short staffed in any area of responsibility. Responsible for conducting Call Audits for assigned agents, providing immediate feedback and coaching. Be a knowledgeable resource to call center agents helping with questions, job knowledge or scheduling guidelines and clinical protocols. Serves as a liaison between Access Specialist and clinics to resolve scheduling errors and patient issues. Assist in coordinating training/onboarding of new team members and re-training of existing Specialist, under direction of Supervisor. Coordinates and plan daily task for outbound calls made to schedule patients based on referrals received, ensuring all specialist are adhering to processes and procedures of those assignments. Provide effective motivational coaching and mentoring to improve the performance of Access Specialist. Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual. Attends/Completes all ongoing technical, customer service, and other training to continually improve skills. Adapts to ongoing operational or changes based on business needs. Responsible for complying with all clinical policies and procedures and HIPAA compliance. Demonstrates personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies. Performs other duties as assigned. Verbal and written communication skills Active Listening skills Problem analysis and problem solving Conflict Resolution – Decision making Organizational skills Attention to detail Adaptability Teamwork Proficient typing and keyboarding skills Advanced Knowledge in Microsoft Office Suite Bilingual preferred, but not required Education: High School Diploma is required. 4 years of customer service experience in a call center and/or healthcare setting is required.