[Hiring] Lead Patient Access Schedule Agent @UMass Memorial Health

Role Description

The role of the Lead Patient Access Scheduling agent is to lead daily operations of assigned areas within the Patient Access Center (PAC). The PAC is designed to be a premier health contact center that provides patients, families, and referring providers multiple pathways to connect to UMMH.

• Distributes and monitors the flow of work for an assigned group of employees. Serve as the lead for escalated phone calls, technical issues, and workflow questions. Resolve or escalate issues where appropriate and provide customer service recovery when necessary.
• Coordinates the daily activities for the Patient Access Center (PAC), including but not limited to scheduling, maintaining work queues, and performing statistical reporting.
• Disseminates communication with staff and assists the supervisor in conducting training.
• Works with clinic and departments to promote a harmonious relationship and atmosphere of teamwork and partake in process improvement initiatives.
• Implements the PAC’s policies and procedures, supporting short and long-term goals, and acting as liaison with patients, referring providers, UMMH providers, hospitals, and senior leadership.

Qualifications

• High School education plus additional specialized courses (Required).
• Associate’s degree in business or healthcare-related field (Preferred).
• 3+ years of related experience (Required).
• Ability to use specialized applications software and computer systems for patient registration and scheduling and knowledge of business office procedures (Required).
• Good leadership skills, knowledge of medical terminology, third party payer billing and managed care requirements and procedure (Required).
• Knowledge of primary care medical processes and associated procedures and tests (Required).
• English speaking, reading and writing skills (Required).
• Equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements (Unless certification, licensure or registration is required).

Requirements

• Non-Exempt status.
• Hiring range: $22.29 - $32.04.
• Schedule: Monday through Friday, 8:00-4:30 or 8:30-5:00.
• Shift: 1 - Day Shift, 8 Hours (United States of America).
• Hours: 40.
• Cost Center: 99940 - 5492 Patient Access Center.
• Union: SHARE (State Healthcare and Research Employees).
• This position may have a signing bonus available; a member of the Recruitment Team will confirm eligibility during the interview process.

Benefits

• Exceptional patient care, academic excellence, and leading-edge research.
• Opportunity to build a career in a collaborative environment.