City/State:
White Plains, New York
Department:
Patient Access Center_5
Work Shift:
Day
Work Days:
MON-FRI
Scheduled Hours:
Day
Hours Per Pay Period:
75
Pay Rate/Range:
$79,694.75 to $119,553.33
Essential Functions and Responsibilities
Operations and Service Level Management
- Adheres to WPH Performance Standards, Policies and Behaviors.
- Supervises the daily operations of an assigned team within the Patient Access Center, including real-time monitoring of call queues, service levels, schedule adherence, and coverage across all hours of operation.
- Ensures call queues are continuously monitored and appropriately staffed; adjusts assignments in real time to maintain service levels, reduce the departmental call abandonment rate, and meet industry standards.
- Manages team schedules, timekeeping, time off, and overtime for assigned staff in accordance with departmental staffing standards and budget.
- Maintains a current team roster with documented reporting relationships for all assigned staff.
- Establishes and maintains best practice workflows to prioritize work activities, assesses their effectiveness, and adjusts workflows as needed.
- Assists the Assistant Director in developing and implementing short- and long-term work plans and objectives for maximizing patient access.
Performance Management and Accountability
- Accountable for team performance against departmental key performance indicators, including service level, abandonment rate, average speed of answer, calls handled per associate, schedule adherence, and quality scores.
- Manages staff performance in accordance with the departmental accountability framework and WPH disciplinary policy, including documented coaching, feedback memos, and progressive discipline, in partnership with the Assistant Director and Human Resources.
- Conducts regular, documented performance conversations with assigned staff; ensures performance expectations are communicated clearly and applied consistently across the team.
- Develops actionable items from monthly and quarterly performance data to identify workflow efficiencies, staffing requirements, and opportunities to enhance patient experience.
Quality Assurance and Internal Controls
- Conducts call audits and quality assurance reviews on a defined cadence; delivers structured coaching based on findings and documents outcomes.
- Maintains internal controls within the assigned team, including adherence to scheduling protocols, decision trees, referral workflows, registration standards, and escalation pathways; identifies and reports control gaps to the Assistant Director.
- Verifies staff adoption of documented scheduling guidelines, protocol updates, and workflow changes following training or system updates.
Staffing, Training, and Development
- Assists in the hiring, orientation, onboarding, development, and evaluation of staff.
- Ensures completion of required training, annual competencies, and competency validation for all assigned staff, including structured onboarding milestones for new hires during the introductory period.
Patient Experience and Escalation
- Serves as the first point of escalation for patient, practice, and provider office concerns; resolves or routes escalations through established channels and documents outcomes.
- Supports initiatives aimed at enhancing patient experience and access, including digital and omnichannel engagement workflows, while effectively engaging with patients and others on matters related to customer service.
- Leads daily huddles and regularly scheduled team meetings; initiates and ensures all staff participate as members of the patient access team.
Compliance and General
- Ensures that all staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.
- Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
- Performs all other related duties as assigned.
Education & Experience Requirements
- High School Diploma is required.
- Bachelor’s degree preferred, preferably with coursework in healthcare administration.
- Minimum three years of experience in patient access, contact center, or ambulatory healthcare operations required, including a minimum of one year of supervisory or lead experience; healthcare experience preferred.
- Electronic scheduling and electronic medical record experience required; Epic Cadence experience preferred.
- Experience with contact center platforms, workforce management tools, and performance reporting preferred.
- Basic medical terminology required.
Core Competencies
- Holds self and team accountable to measurable standards; applies policies and expectations consistently and fairly.
- Comfortable using performance data, dashboards, and reporting to manage daily operations and coach staff.
- Demonstrates a flexible attitude and ability to respond to a rapidly changing and demanding environment.
- Exhibits sound management skills and ability to work with physicians, staff, vendors, and the management team.
- Exhibits a courteous, cooperative, and professional attitude at all times.
- Motivated, enthusiastic, proactive, and positive personality.
- Attention to detail and deadlines necessary.
- Works cooperatively as a member of the team.
- Flexible, organized, and able to set priorities.
Physical/Mental Demands/Requirements & Work Environment
- Must be able to move about the access center constantly while attending to the needs of patients, visitors, and staff.
- Requires continuous communication with patients, staff, and administrators of all educational levels.
- Requires frequent use of computers and other office equipment.
- Must be able to rapidly assess and respond to situational needs of patients, staff, and visitors.
- Must be able to adapt to a high stress environment with frequent interruptions.
May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) database and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS database can also be found at each site and at the hospital switchboard.
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White Plains Hospital Medical Center is an equal employment opportunity employer. White Plains Hospital Medical Center will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.
