Assistant Manager, OHMG Patient Access Center, Downtown Orlando

Position Summary Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States.

With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond.

Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life.

We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions.

Orlando Health Is Your Best Place to Work is not just something we say, it’s our promise to you. Job Summary Supervise a team of scheduling coordinators or patient access representatives within the hospital facilities, providing customer service to patients and meet the standard goals of patient access department activities.

Orlando Health Medical Group Access Center Department Located in Downtown Orlando Responsibilities Lead a team of approximately 8 + team members.

Train, coach and evaluate team members in displaying exceptional customer service while meeting performance expectations.

Must be retention focused and proactive in the development of people, performance and processes. Perform quality assurance reviews to ensure quality standards are met.

Handles complaints and patient concerns. Commitment to include and demonstration of Orlando Health mission. Conduct team meetings, huddles and call calibrations.

Ensures team members acquire the appropriate support and training to apply the best skills and knowledge on the job both with initial new employee training and with ad hoc training team members as needed.

Plan, organize and coordinate work efficiently; meet assigned deadlines. Manages various human resources functions including hiring, work assignments, coaching plans, and performance counseling.

Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.

Maintains compliance with all Orlando Health policies and procedures. Make decisions that drive improvements of department processes and align with corporate strategy.

Ability to manage multiple priorities and meet deadlines. Ability to motivate team members to meet practice and quality standards.

Qualifications Education / Training Associate’s degree or Two (2) years of directly relevant experience in the field of Healthcare Patient Financial Services may substitute for the Associate’s degree (in addition to the requirements listed in the Experience section).

Must meet the Corporate Organization and Development and Patient Financial Services annual educational requirements. Experience Three (3) years of experience within a high-volume, constant interaction, customer contact or call center environment.

Strong written,verbal communication, and problem resolution / process improvement skills. Referral and / or insurance experience perferred Leadership experience perferredLead a team of approximately 8 + team members.

Train, coach and evaluate team members in displaying exceptional customer service while meeting performance expectations.

Must be retention focused and proactive in the development of people, performance and processes. Perform quality assurance reviews to ensure quality standards are met.

Handles complaints and patient concerns. Commitment to include and demonstration of Orlando Health mission. Conduct team meetings, huddles and call calibrations.

Ensures team members acquire the appropriate support and training to apply the best skills and knowledge on the job both with initial new employee training and with ad hoc training team members as needed.

Plan, organize and coordinate work efficiently; meet assigned deadlines. Manages various human resources functions including hiring, work assignments, coaching plans, and performance counseling.

Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.

Maintains compliance with all Orlando Health policies and procedures. Make decisions that drive improvements of department processes and align with corporate strategy.

Ability to manage multiple priorities and meet deadlines. Ability to motivate team members to meet practice and quality standards.

Education / Training Associate’s degree or Two (2) years of directly relevant experience in the field of Healthcare Patient Financial Services may substitute for the Associate’s degree (in addition to the requirements listed in the Experience section).

Must meet the Corporate Organization and Development and Patient Financial Services annual educational requirements. Experience Three (3) years of experience within a high-volume, constant interaction, customer contact or call center environment.

Strong written,verbal communication, and problem resolution / process improvement skills. Referral and / or insurance experience perferred Leadership experience perferred