WHO WE ARE & WHAT WE DO:Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community.TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:
Level II Trauma Center
Primary Stroke Center
Level III Neonatal Intensive Care
Pediatric Intensive Care
The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle.
Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices. HOW YOU'LL MAKE AN IMPACT:The Patient Access Trainer will work primarily as a call agent, with the added responsibilities of QA and training. These responsibilities include performing quality reviews of employee interactions. The role will also prepare, present, and develop trainings and propose process improvements for the Patient Access Call Center. Additional expectations will be to work on other tasks as needed in order to assist the team, as well as to remain up to date in processes and procedures in our changing environment.Essential Duties:
Responsible for handling inbound calls on Mondays and other assigned shifts, and doing so in a way that models exceptional performance
Monitor and review calls for consistency, GATE, AIDET, and other customer service and healthcare models as expected of the team
Evaluate interactions for tone, accuracy, one-call-resolution, routing, and professional messaging
Ensure proper call handling protocols are being followed in each interaction
Collaborate with management to implement and maintain a robust quality assurance process and training/onboarding program
Record and report employee performance trends to management, and illustrate how to utilize this information during employee coaching sessions
Present and develop ideas to improve the quality review and training programs to ensure service levels are met
Work closely with management to produce and maintain quality performance reports
Create and deliver presentations regarding QA process updates to management and employees
Support employees in their growth and development by promoting depth of knowledge, and superior service by communicating coaching needs to management in a timely manner
Maintain confidentiality in business, patient, and employee information
Identify employees who need additional resources and communicate needs to management
Work closely with management to communicate needs for additional training
Provide feedback to management on an ongoing basis regarding performance and development of employee skills, while maintaining confidentiality and professionalism
Assist with tasking on a regular basis to support volume
Maintain working knowledge of required duties and responsibilities of all patient access areas
Create documents and resources for training as well as present and develop classroom trainings
Use best judgment to protect patients and TMHPP/SMG from financial and reputational loss
Understand and comply with regulations relating to healthcare, including but not limited to HIPAA
Follow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to management
Reports:Patient Services ManagerSupervises:None WHAT YOU’LL NEED TO APPLY:Required Education:Minimum: High School Diploma or Equivalent Preferred: Some post high school coursework, i.e.: customer service, business.Required Experience:Minimum: 1 year of job-related experience; previous experience demonstrating direct customer service. Must possess excellent verbal and written communication skills. Preferred: 2+ years of job-related experience; previous experience demonstrating direct customer service.Behavioral Criteria:Ability to operate basic office equipment (fax, printer, copier, scanner). Computer proficiency and knowledge of medical terminology.Required Certification/License/Registry:NoneIf you are interested in becoming a part of TMH’s legacy of quality & compassionate healthcare, we want to know you.Please submit your application & resume TODAY! We look forward to speaking with you.Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen, background check, reference verification, health assessment, and credential/license verification. -:Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen, background check, reference verification, health assessment, and credential/license verification.
