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Faculty Group Practice-Supervisor Patient Access Center.Las Vegas, Nevada*

Company: NYU Langone
Location: Las Vegas
Posted on: June 12, 2021

Job Description:

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a childrens hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a FGP Spvr-Patient Access Ctr.

In this role, the successful candidate This position is responsible and accountable for supervising Access Center agent activities to ensure that the organization's vision and business objectives are met. The supervisor is expected to deliver consistent agent performance that achieves the highest level of patient/customer satisfaction and loyalty. This position will support a team of 12 to 15 agents to achieve consistent results. Provides direct supervision of and support to Access Center agents via the monitoring of quality, performance, and availability. This includes, but is not limited to participating in the development/execution of the Quality Monitoring Program; coaching and establishing individual development plans and routine performance reviews; assisting in managing workflow; reporting on trends; and collaborating with Access Center leadership.

Job Responsibilities:

  • Perform other duties as assigned particularly as it relates to the demands of the Access Center. All those in leadership roles will be expected to take on additional duties as necessary.
  • Maintain consistent and quality communication with Access Center agents, supervisors, and other managers and leaders; assure that a consistent means exists for funneling information updates to agents.
  • Interface with other leaders and departments to address company needs and perpetuate desired branded experience as needed.
  • Collaborate with other supervisors by sharing knowledge, learning, and by building consensus.
  • Participate and/or lead projects and tasks as identified and/or assigned; meet required deadlines.
  • Participate in multidisciplinary quality and service improvement teams as appropriate. Participate in meetings, serve on committees, and represent the department (as appropriate).
  • Demonstrate regular, consistent, and punctual attendance; monitor compliance of Access Center agents with time and attendance policies.
  • Work closely with physician practice management to maintain currency of information and resolve issues.
  • Act as first-level escalation for callers with complex issues or who request to speak with a Supervisor.
  • Keep up-to-date on all communication/changes within the Access Center.
  • Assist Access Center agents to understand and use Epic EMR, Salesforce, Cisco, and other Access Center applications.
  • Assist the Quality Manager/WF Manager with coverage and distribution of tasks within the Access Center as required.
  • Assist the leadership team in the hiring process, including interviews, assessments, and the coordination of on-boarding tasks for new employees.
  • Ensure that agents are trained appropriately, follow correct procedures, and maintain a high degree of quality. Work with other Access Center leaders to manage daily work assignments and workflow.
  • Assure that scripts and critical directives for scheduling remain current.
  • Participate in calibration sessions to ensure consistency with departmental standards for quality assurance.
  • Provide for quality monitoring of Access Center agents, including call/Access evaluations, coaching, and process adherence.
  • Provide for Real Time management of Access queues and agent skill assignments within Access Center system; generate reports for management.
  • Integrate company brand, culture, customer focus, and behaviors into daily operations and interaction with agents and patients/customers; perpetuate a "can do" environment.
  • Provide support to the leadership team, including but not limited to quality monitoring and coaching, metrics and performance, communication to staff, report generation, and intra- day schedule adherence.

Minimum Qualifications:
To qualify you must have a Associate's degree or an equivalent combination of education and experience in Access Centers including three to five years of direct experience in team supervision within an inbound Access Center.

NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.

If you wish to view NYU Langone Floridas EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit for more information. To view the Pay Transparency Notice, please click here.

Required Skills

Required Experience

Keywords: NYU Langone, Las Vegas , Faculty Group Practice-Supervisor Patient Access Center.Las Vegas, Nevada*, Other , Las Vegas, Nevada

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