PRIMARY FUNCTION:

Under the direction of the manager, provides day-to-day front-line management support, that contributes to overall patient satisfaction, by developing staff to seamlessly and consistently deliver outstanding customer service to patients, providers and payers throughout the patient’s healthcare experience.

ESSENTIAL FUNCTIONS:

• Monitors the scheduling and registration process assessing and evaluating Seamless AccessRepresentative’s verbal and written communication skills (including good voice quality, good diction and articulation), customer service, accuracy, call-waiting time, dropped calls and response time to increase revenue, reduce costs and improve service quality.
• First line of patient complaint escalation. Consistently looking for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.
• Assist in hiring and training employees, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physician and payers.
• Monitor queue and track inbound and outbound calls. Apprise Seamless AccessRepresentatives of calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.
• Uphold scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations. Assist in the formulation of targets for representatives.

Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.

FT Day- Cherry Hill Campus

EDUCATIONAL/TRAINING REQUIREMENTS:

• High School degree or GED required.
• Associated Degree preferred.

EXPERIENCE REQUIREMENTS:

• Three (3) years customer service experience in a contact center environment, preferably in patient access.
• Two (2) years supervisory experience in a contact center.

ADDITIONAL INFORMATION:

• Previous experience in or familiarity with Jefferson Health
• Bilingual skills; must be able to pass a language proficiency assessment within 30 days of hire
• Knowledge of terminology used by insurance and managed care health plans
• Medical terminology
• Knowledge of functions and relationships within a hospital environment, preferred

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jefferson’s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jefferson’s mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold & Think Differently and Do the Right Thing

As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.