Patient Coordinator Manager / Call Center

TeamHealth is named among the Top 150 Places to Work in Healthcare by Becker’s Hospital Review. Newsweek Magazine recognizes TeamHealth ‘as one of the greatest workplaces for diversity, 2024’

AccessNurse is the premier provider of medical call center solutions, including 24/7 telephone nurse triage, and answering services. In business since 1996, AccessNurse serves more than 20,000 providers and practices, along with health care systems, health plans and Federally Qualified Health Centers (FQHCs) across the country. AccessNurse is a TeamHealth Company.

The schedule for this position is 3:00pm-11:00pm Monday-Friday

Overview

The Patient Coordinator Manager provides support for clinical objectives set forth by operations, quality, and training. This position participates in Patient Coordinator duties, Lead Patient Coordinator, quality monitoring, and training functions. The Patient Coordinator Manager reports to the Director of Nonclinical Services with additional oversight by the VP of Operations.

Essential Functions

• Uphold and support the mission, objectives and policies of the TeamHealth Medical Call Center
• Responsible for meeting all essential functions of Patient Coordinator and Lead Patient Coordinator roles
• Maintain expertise in TeamHealth’s call handling applications and Training programs
• Active involvement with the PC Training Program and Quality initiatives as needed
• Facilitates positive communication with all departments and team members
• Maintains current expertise in all company and client systems to function as a Patient Coordinator or Lead Patient Coordinator as required
• Understands the operations and policies of the Medical Call Center services
• Participates in leadership meetings as assigned
• Attend and participate in staff meetings
• Identifies staffing needs and ensures that the day, evening, and/or night shifts are adequately covered
• Flexibility in scheduling/availability to fill-in as additional staff when needed
• Required to cover on-call on a rotating basis and holidays
• Responsible for Patient Coordinator productivity metrics within the budgetary guidelines set by administration
• In conjunction with the Director of Nonclinical Services, writes and conducts staff disciplinary actions when needed
• Addresses issues identified by quality improvement monitoring with involved staff and assists with any corrective action plan

Job Requirements:

Job Qualifications:

• Associates Degree or higher preferred
• Two years of call center or equivalent experience meeting quality and productivity standards preferred
• Two years of previous management experience in demanding environment preferred
• Strong conflict resolution skills required
• Strong communication (both oral and written) and interpersonal skills
• Ability to teach and motivate staff
• Knowledge and Abilities:
• This is a multispecialty role and requires the ability to communicate with all levels of call center personnel, patients, physicians, coworkers, staff and medical service providers
• Strong ability to communicate effectively both verbally and in writing; thoughts are logical and clearly expressed
• Detail oriented
• Ability to recognize and deal with priorities effectively
• Understand and uphold the call center policies and procedures
• Highly effective leadership and effective problem solver
• Excellent organizational abilities and documentation skills
• Can make independent decisions using critical thinking skills
• Must be able to work well under stress and relate to the public, staff, nurses and physicians in a professional manner

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