Patient Access Representative-Lead

Job description

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. EDUCATION: PREFERRED: - 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 m...