Patient Connect Rep Lead - Memorial Switchboard

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Job Duties include the following, other duties may be assigned:
• Call Competency:
     o Maintains own call competency for non-clinical calls with attention to details as a model for Access Center staff.
     o Available as a resource to staff.
• Process Monitoring:
     o Completes monitoring for Access Center process details as assigned in various software programs used for centralized scheduling, physician finder, class registration, answering services, etc.
     o Directs department work flow and communicates any issues with Access Center Manager.
• Software Resource:
     o Is a unit resource for software issues.
     o Works with Information Services and vendors to resolve any issues related to software problem or functionality.
     o Expert knowledge of Access Center software/functions and back up of downtime procedures as assigned.
     o Supports databases utilized.
• Quality, Department Training and Competency Testing:
     o Completes unit annual competency testing, initial orientation coordination, and ongoing education for staff as assigned.
     o Maintains training materials.
     o Unit goals for satisfaction surveys, speed to answer, and abandonment rates are met.
     o Participates in identifying and communicating opportunities for improvement.
• Customer Service and Communication:
     o Provides exceptional customer service and exhibits the Deaconess Hospital Credo in directing callers to the appropriate area for their inquiry.
     o Uses proper grammar, and speaks clearly in a customer friendly tone.
• Productivity:
     o Demonstrates the ability to handle assigned call types in a timely and organized fashion and to prioritize and organize time as evidenced by the ability to complete software maintenance.
     o Completes assigned policy and procedure revisions, and reports as assigned.
• Goals:
     o Provides suggestions/goals on self evaluation that are actionable and measurable, and are tied to departmental or organizational goals.
• Competencies: If applicable and not listed below, please refer to the department for required competencies.