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Overview

The Access Management Agent III role will assist the Access Management Supervisor in the oversight of day-to-day operations, including monitoring productivity, daily reporting, and quality assurance. This role ensures friendly and courteous, direct patient contact, referral source contact, as well as interaction with clinic staff & other corporate departments. This position qualifies for hybrid remote work options based on manager approval and business needs.

Responsibilities

• Lead the team by example in consistently giving a high level of customer service to both patients and internal customers. Assist the Access Management Supervisor in creating a culture of exceptional service in the department as a whole.

• Coordinate a high volume of incoming referrals from all sources, making sure that the work assignments are distributed, and priority accounts are escalated as needed.

• Actively assist the Access Management Supervisor in reviewing and reporting daily productivity and quality assurance. Review completed work to assure referrals are handled according to the service level agreement.

• Communicate delays, issues, and challenges that may affect timely completion of referrals to the Team Supervisor, management and clinical leadership as needed.

• Understand and can perform all essential functions of a Access Management Agent I/II

• Assists the Access Management Supervisor in being a liaison between all referral sources, internal customers, clinical staff and Central Scheduling Agents as needed.

• Assist the Access Management Supervisor in maintaining departmental standards as defined with a strong focus on customer service.

• Assist the Access Management Supervisor with quality monitoring and quality audits as directed.

• Communicate regularly with Access Management Supervisor and Management to suggest ways to improve department workflows, policy and procedure.

• Assist the Access Management Supervisor with the onboarding of new employees and continued training on the Central Scheduling Agents.

• Work and monitor the appropriate queues to ensure all request are responded to and errors are resolved in a timely fashion.

• Maintain friendly, cordial relations with all clients and employees; maintains a positive work atmosphere by acting and communicating in a manner which results in a positive work relationship with customers, co-workers, clinical staff, and managers.

• Comply with ATI standards of operations.

Qualifications

Minimum Education

Required:

• High School Diploma or equivalent

Preferred:

• Bachelor’s Degree in healthcare related field

Minimum Experience

Required:

• 1-year relevant experience within customer service or healthcare industry

Preferred:

• 3 year in a customer service environment with some knowledge of the healthcare industry.

• 1 year of working in an office environment

• 1 year of leadership skills

• Bi-lingual skills will be preferred where client bases require additional languages

Knowledge Skills and Abilities

• Ability to type 40 words per minute

• Knowledge of Microsoft Office

• Ability to organize and multitask multiple priorities

• Able to join onsite meetings, leadership events, or trainings as needed by the business and job responsibilities.

• Strong customer orientation

• Excellent interpersonal and communication skills

• Excellent presentation skills

• Strong team player

Connect With Us! (https://careers-atipt.icims.com/jobs/15572/access-management-agent-iii/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834442425)

Job Locations US-IL-Bolingbrook

ReqID 2023-15572

Job Category Corporate - Operations Support

Pay Class Full Time