Job Abstract

Team Lead, Summa Connect

Full-Time Days,

Summa Health System is recognized as one of the region’s top employers by a number of third party organizations, including NorthCoast 99. Exceptional candidates gravitate to Summa because of its culture, passion for delivering excellent service to our patients and families commitment to our philosophy of servant leadership, collegial working relationships at every level of the organization and competitive pay and benefits.

Summary:
Assists with the administration and coordination of the Clinical Access Center department for the efficient and compliant operations in accordance with all established policies and procedures. Activities include but are not limited to: peer coaching, call de-escalation, problem solving, monitoring of agent status in telephony system, being a point of contact for troubleshooting and responding to questions, taking calls and indirect supervision of the Patient Access Liaison staff. Ensures that all patient interactions meet federal and state compliance requirements. In conjunction with Administrative Leadership, this role is responsible for implementing and maintaining customer service and quality performance standards for all facets of patient telephone access for the Clinical Access Center. Contributes to the development of key initiatives for growth and performance improvement by participating and managing implementation of best practice technology, service standards and workflows across the system.


Minimum Qualifications:

1. Formal Education Required:
a. Associates degree in Business, Finance, Healthcare or Statistics or the equivalence in training and experience.

2. Experience and Training Required:
a. One (1) year of experience in a Contact or Call Center environment.
b. Preferred - Previous leadership experience
c. Preferred – experience in healthcare registration, hospital/physician billing, patient accounting, healthcare practice setting or customer service field
d. Preferred - Working knowledge and experience with Lean or Six Sigma ( Belt certified a plus)
e. Knowledge of keyboard with extreme accuracy and Microsoft Office products (Excel, Word, Outlook).

3. Other Skills, Competencies and Qualifications:
a. Population Specific Competency: Ability to effectively interact with patients/customers with the understanding of their needs for self-respect and dignity
b. Demonstrates communication, leadership, organizational and interpersonal skills.
c. Ability to influence change and process improvement without solid-line reporting.
d. Ability to work well within a team environment by accepting and offering honest and constructive feedback, supporting team goals, and encouraging fellow team members.
e. Ability to be highly motivated, work independently, make decisions, and work in a fast-paced stressful environment.
f. Attentiveness to detail
g. Ability to prioritize duties and delegate responsibilities
h. Relationship Management
i. Quality & Compliance Management
j. Employee Engagement and Development
k. Results-oriented

4. Level of Physical Demands:
a. Ability to sit for extended periods of time
b. Work weekends, evenings, and holidays as assigned
c. Reliable Transportation required
d. Ability to adjust work hours to meet business demands as required

The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.