Patient Access Supervisor
Company: Columbia University
Location: New York
Posted on: April 24, 2024
Job Description:
- Job Type: Officer of Administration
- Bargaining Unit:
- Regular/Temporary: Regular
- End Date if Temporary:
- Hours Per Week: 35
- Standard Work Schedule: M-F
- Building: 400 Kelby Street, Fortlee NJ
- Salary Range: 72000-76000
The salary of the finalist selected for this role will be set based
on a variety of factors, including but not limited to departmental
budgets, qualifications, experience, education, licenses,
specialty, and training. The above hiring range represents the
University's good faith and reasonable estimate of the range of
possible compensation at the time of posting.
Position Summary
The Patient Access Supervisor is a key role in the ColumbiaDoctors
Access Center representing our front door to patients seeking care.
The supervisor works under the direction of the Patient Access
Manager, leading a team of Patient Access Specialists to provide
real-time direction to the activities related to the day-to-day
operations of the center. The Patient Access Supervisor is
responsible for managing, training, and guiding Specialists in
performing their duties is actively involved in resolving cases
where patients have complex needs, and partners with Specialists to
ensure that patients receive the right care at the right time, the
first time. This position also provides continuous support to the
Specialists, provides ongoing reports, and resolves problems and
complaints. The ideal candidate will have strong communication
skills with an emphasis on diplomacy as well as the ability to
handle numerous projects simultaneously. In addition, the candidate
should be committed to achieving superior results with integrity,
sustaining a positive work environment, and embracing working
side-by-side with others in a diverse and inclusive culture.
Responsibilities
Access Center Operations
- Supervises, plans, and manages the functions related to the
Access Center scheduling pod assigned.
- Carries out supervision, coaching, call monitoring, and
training as needed.
- Assures compliance with all Columbia policies, procedures, and
processes.
- Demonstrates initiative and self-direction; can apply knowledge
and make sound judgments to effectively resolve issues or concerns
Monitors and communicates performance standards to the team, and
performs evaluations in a fair and consistent manner.
- Oversees the handling of escalated complaints or inquiries
regarding the Contact Center.
- Conducts regular team meetings to communicate issues or changes
in policies or procedures, and maintain accessibility for
one-on-one communication.
- Partners with the quality assurance teams to assure a
consistent and high level of exceptional customer service
experience and works to identify areas that require
improvement.
- Works closely with the central training teams to understand and
deliver the training curriculum.
- Carries out supervision, coaching, call monitoring, training,
and reviewing of assigned Contact Center Patient Access
Specialists.
- Oversees the handling of escalated complaints or inquiries
regarding Contact Center scheduling functions.
- Develops and communicates performance standards to Contact
Center scheduling associates and performs evaluations in a fair and
timely manner.
- Conducts regularly scheduled team meetings to communicate
issues or changes in policies/procedures while maintaining
accessibility for one-to-one communication.
- Demonstrates a willingness to participate and share expertise
on projects/committees.
- Promotes transparent communication among Contact Center
leadership team.
Strategy
- Works with the management team to ensure strategic alignment of
unit goals to the overall Access Center organization, mission, and
vision.
- Utilizes data to monitor key performance indicators and
implements approved performance improvement initiatives as
needed.
- Supports and assists with implementation of change management
strategies that support overall organizational goals and process
improvement initiatives. Maximize employee adoption and measure
effectiveness. Ensure communication of changes is cascaded
throughout the unit and feedback channels are in place. Ensures
staff support system is in place. Works with the Manager to address
any escalated concerns and identified risks.
- Supports projects and related deliverables as needed.
People
- Evaluates staff performance and competencies, approaching the
performance review process constructively, and conducts it in
accordance with Human Resources and departmental guidelines and
procedures. Offers continuing guidance and assistance to employees
on work activities, procedures, competency development, and
performance-related issues as appropriate. Ensures manager is kept
aware of the performance of each employee on an ongoing basis.
Addresses any performance-related issues promptly.
- Supervise, train, develop, coach, monitor, and empower team
members to provide customers with a superior service experience,
and to inspire the feeling of high energy, excitement,
satisfaction, with a sense of pride and belonging in their
workplace. This also includes the ability to support the transfer
of skills and knowledge obtained in the training into practice and
production thereby meeting and exceeding key performance
objectives.
- Manages resources as assigned.
- Cultivates an outstanding relationship with providers and
practices they support.
- Works collaboratively with peer supervisors in the center to
assure efficient and effective workflows, adjusts staffing as
needed for peaks and valleys, and drives towards the achievement of
the goals for the center.
Compliance
- Assures KPIs and service metrics are monitored and
met.
- Conducts assessment when metrics are not met and implements an
action plan to address.
- Tracks and reports issues.
- Compliance with all federal, state, and city regulations and
laws.
- Manages to budget, projects, and forecasts future needs Review
costs and chargeback models to identify cost efficiencies for the
organization and clinical departments.
- Perform other related duties and responsibilities as
assigned/requested.
Minimum Qualifications
- Requires bachelor's degree or equivalent in education and
experience.
- 3 years of related experience including 2 years experience in a
supervisory role.
- An equivalent combination of education and experience may be
considered.
- Solid computer knowledge and skills, including the ability to
navigate complex systems and create reports when needed.
- Demonstrated initiative and self-direction is required; can
apply knowledge and make sound judgments to effectively resolve
issues or concerns.
- Strong organizational skills are required. Demonstrates ability
to think analytically and synthesize complex information.
- Ability to lead and mentor team through new and changing
situations. Demonstrate a professional and compassionate manner
while conveying a positive image of the Access Center.
- Ability to communicate effectively in both oral and written
form. This position requires the ability to interact positively,
constructively, and effectively with professional staff, providers,
and organizational stakeholders.
- Demonstrated proficiency in problem assessment, and resolution,
and collaborative problem-solving in complex, and interdisciplinary
settings.
- Ability to communicate effectively in both oral and written
form. This position requires the ability to interact positively,
constructively, and effectively with staff, providers, and
organizational stakeholders.
- Must successfully complete system training requirements.
Preferred Qualifications
- Experience in customer service.
- Experience managing a team or teams in a fast-paced call center
environment, and/or medical practice environment.
- Healthcare or related experience.
- Previous experience using Salesforce or other customer
relationship management software.
Other Requirements
Competencies
Proficiency Level
Accountability & Self-Management
Level 3 - Intermediate
Adaptability to Change & Learning Agility
Level 2 - Basic
Communication
Level 2 - Basic
Customer Service & Patient Centered
Level 3 - Intermediate
Emotional Intelligence
Level 2 - Basic
Problem Solving & Decision Making
Level 3 - Intermediate
Productivity & Time Management
Level 3 - Intermediate
Teamwork & Collaboration
Level 2 - Basic
Quality, Patient & Workplace Safety
Level 3 - Intermediate
Leadership Competencies
Business Acumen & Vision Driver
Level 1 - Introductory
Performance Management
Level 2 - Basic
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local
residents.
Keywords: Columbia University, Hoboken , Patient Access Supervisor, Other , New York, New Jersey
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