Lumexa Imaging is one of the country's largest providers of outpatient medical imaging. With over 5,000 team members and more than 185 outpatient imaging centers across 13 states, our team conducts more than 4 million outpatient studies annually. We are the partner of choice for health systems and radiologists, delivering best‐in‐class clinical excellence, operations, and state‐of‐the‐art technology across our platform.
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Call Center Manager / Patient Scheduling
Job Summary
The Patient Access Manager leads and directs the Patient Access Supervisor and staff. This position ensures that successful service metrics are consistently met by driving the customer service experience and team member productivity. The Manager position carries out departmental goals by overseeing staff performance, planning resources effectively, and evaluating and refining processes and protocols to meet operational and compliance standards. This role requires the development of strong leadership, strategic thinking, retention, adherence, and a commitment to excellence in service delivery.
Duties/Responsibilities
* Champions the US Radiology Way in daily activities
* Staff Management (65%)
o Maintains staff by recruiting, selecting, orienting, and training employees.
o Manages workload assignments and coverage for staff outages to maximize efficiency.
o Maintains performance management process for the Patient Access Representative, including goal setting, annual performance reviews, recognition, coaching, and performance issues.
o Maintains, develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
o Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
o Utilizes all policies and processes with 100 percent compliance.
o Functions as the point of contact to answer questions and support supervisors, guiding supervisors to use available resources.
o Responsible for compiling and analyzing pertinent reports promptly to ensure departmental goals and scheduling ability are met and recommend actions.
o Responsible for developing supervisors through effective hiring, coaching, mentoring, and performance feedback.
* Service Management (30%)
o Manages escalated calls from patients or referring physicians while focusing on service recovery.
o Manages the auditing of supervisors who are responsible for payroll functions.
o Responsible for compiling and analyzing pertinent reports promptly to ensure departmental goals and scheduling ability are met and recommend actions.
o Responsible for implementing best practices and continuous improvement.
o Oversight of supervisor productivity and team performance.
o Monitors staffing and partners with WFM, recruiting, onboarding, and training.
* Completes other tasks and projects as assigned (5%)
Required Knowledge, Skills, and Abilities
* Knowledge of and adherence to company policies and protocols
* Knowledge of and adherence to HIPAA and safety guidelines
* Knowledge of basic level computer skills
* Skilled in verifying and explaining benefits and estimates
* Skilled in operations, performance metrics, continuous improvement, and process excellence
* Ability to interact with staff at all levels in a fast‐paced environment, typically under pressure, while remaining flexible yet focused
* Ability to work in a fast‐paced environment and meet established deadlines
* Ability to be flexible in schedule and adaptable to constant change
* Ability to effectively handle details with accuracy
* Ability to maintain regular attendance and on‐time approval to work as scheduled
* Ability to deliver high‐quality customer service to internal and external customers by communicating with integrity and compassion
Education and Experience
* A bachelor's degree or an equivalent combination of experience and education is preferred.
* Minimum two years of Supervisory or Management experience
* Experience with Microsoft Office, including Excel
* Physical Requirements:
o Requires the use of office equipment, such as computers, fax machines, telephones and copiers
o Requires computer‐related activities for extended periods of time
o Requires the ability to see, hear, speak, write, and key
Lumexa Imaging provides a competitive compensation program to attract, retain, and motivate a high‐performance workforce.
Lumexa Imaging is an equal opportunity employer.
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