Manager Access Center

Job Description

MAJOR FUNCTION:
Ensures that department is properly staffed and that all functions are consistently performed in a timely fashion while ensuring quality patient care. Resolves problems, answers question, supplies and/or obtains information for staff, patients and IMG/ACCESS administration. Responsible for personnel management to include clinical and non-clinical staff. Responsible for the enforcement of department policies and procedures. Overall responsibility for routine department functions to ensure maximum utilization of resources and the efficient delivery of services to the customers. Actively engages staff huddles. Coaches, mentors, and oversees Access Center representatives responsible for scheduling patient appointments, physician referrals, class/event registration, future orders, NJSHINE, etc. Also responsible for managing Access Center performance metrics, quality performance and productivity of the Access Center Representatives.

QUALIFICATIONS:
Education & Experience:

• High School Diploma or GED required.
• Associate's degree preferred.
• In lieu of a degree, equivalent years of experience in business operations.
• Min. 2-3 years exp. in Call Center/Customer Service/Health Care.
• Supervisory experience preferred.

Certification/Licensure:

• N/A

Knowledge & Skills:

• Good interpersonal skills to work with all levels of customers.
• Strong verbal and written communication skills required.
• Strong computer, analytical, and delegation skills preferred.
• Excellent customer service skills.
• Ability to multi-task. Ability to extrapolate and analyze data.
• Must have a thorough understanding of a call center or customer service environment.
• Working knowledge of an EHR (i.e. Soarian Financials).
• Ability to establish and maintain positive and effective work relationships with management, coworkers, staff (internal and external department) and customers.

Physical Requirements:
N: Never O: Occasionally ( 80%)

Lifting
F

Standing

F

Sitting

C

Lifting 20-50lbs

O

Climbing

N

Kneeling

O

Lifting>50lbs

N

Crouching

O

Reaching

O

Carrying

O

Hearing

C

Walking

F

Pushing

O

Talking

C

Vision

C

Environmental Conditions:

Noise

N

Varied Temperatures

N

Cleaning Agents

N

Noxious odors

N

Patient Exposure

N

Operative Equipment

N