Location: Lancaster,PA, USA
**Company**
Penn Medicine Home Health
**Summary**
**POSITION SUMMARY:** Monitors and coordinates daily activities of the Patient Access staff in a high volume on demand contact center. Promotes teamwork and creates a positive working environment. Drives performance through effective coaching and quality monitoring. Develops, counsels, disciplines, reviews, trains, and hires staff.
HOURS: Full time, day shift, between the hours of 8am-5pm, Monday thru Friday. On-call weekend rotation. Option to work remote after completion of successful onboarding.
**ESSENTIAL FUNCTIONS:** Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:
+ Prepares/oversees time and attendance, absence management, and work schedule to meet the demands of our customers. Assigns and prioritizes staff workload.
+ Organizes and prepares performance evaluations and provides support and encouragement for staff development and advancement of skills. Adjusts staffing levels or processes accordingly. Communicates departmental dashboard to key stakeholders.
+ Develops, counsels, disciplines, reviews, trains, and hires staff.
+ Responds to complaints, problems, or opportunities in a timely and professional manner.
+ Timely and effective recruitment and selection of employees.
+ Performance management focused on driving high results, including the timely offering of constructive counseling and corrective action.
+ A focus on supporting and contributing to employee engagement and satisfaction.
+ Talent management and ongoing employee development- including ensuring the availability of training and employee developmental opportunities and encouraging self-learning which enhances performance and contributes to a meaningful sense of teamwork by developing and supporting colleagues.
+ Identify customer and staffs' evolving needs, measure customer/employee engagement, and modify processes to improve services.
+ Using reports, metrics and real time statistics, monitors staff and ensures that productivity and quality standards are being met continually throughout the work day.
+ Performs functions of scheduling during high call volume, staff absences, or other times to meet the goals of the overall department or to provide service to the customers. Initiates actions or makes recommendations for improvement. Troubleshoots escalated issues and works to provide immediate solution and preventatives measures.
+ Ensures training materials are developed and keep up to date.
+ Engages staff in process and technology improvement. Ensures staff has tools required to be successful. Promotes positive working relationships with teammates and internal customers.
+ Assists with special projects as requested. Creates staff awareness of the benefit and value that the department brings to the organization.
+ Salary administration.
+ Serves as a leader and role model for staff by demonstrating all LG Health Values and Every Time Behaviors. Holds staff accountable for following the same behaviors.
**SECONDARY FUNCTIONS:** **The following duties are considered secondary to the primary duties listed above:**
+ Oversees onboarding and training of staff.
+ All other duties as assigned by the manager.
**JOB REQUIREMENTS**
**MINIMUM REQUIRED QUALIFICATIONS**
+ Associates Degree or equivalent experience.
+ Two to three years formal or informal leadership experience; preferably in health care.
+ Strong interpersonal skills.
+ Strong written and verbal communication.
+ Strong analytical abilities.
**PREFERRED QUALIFICATIONS:**
+ Two to three years call center experience.
+ Two years of experience managing others.
+ Two years' experience in scheduling and/or validation in a health care environment.
**COGNITIVE REQUIREMENTS**
**Attention/Concentration:** The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others:
+ The position requires the ability to attend to more than one aspect of a situation simultaneously. It is highly likely that multiple task demands are going to be required of the individual at the same time.
**New Learning and Memory:** The following level of ability is essential for the jobholder to learn and retain material:
+ The position requires that an individual be able to learn new tasks quickly and effectively. Job requirements change frequently. The ability to understand and carry out detailed, involved instructions in mandatory.
**Problem Solving, Reasoning and Creative Thinking:** The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought:
+ The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions. Some independent thought, planning or origination of options and solutions is necessary. The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
**APTITUDES:** The following are essential requirements of the position in relation to job-worker situations. These items describe how a worker must adapt, adjust, conform or act:
**Leadership, control and planning:** Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.
**Variety and change:** Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.
**Communication:** Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.
**Interpersonal relations:** Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.
**EQUIPMENT USAGE REQUIREMENTS**
**Equipment/Tools:** Computer, Phone, Copier, Printer, Fax, Office Supplies
**Software:** Microsoft Office Products
**PHYSICAL REQUIREMENTS**
**Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%**
**Body Position/Movement** :
+ Sit: Continuously
+ Stand: Rarely
+ Walk: Occasionally
+ Bend: Rarely
+ Push: Rarely
+ Pull: Rarely
+ Kneel/Squat: Rarely
+ Reach: Occasionally
+ Twist: Rarely
+ Balance: Rarely
+ Climb: Rarely
**Lifting:** Degree of physical exertion is **:**
**Moderate** , exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
**Sensory Abilities specifically required:**
+ Vision
+ Hearing
**PHYSICAL ENVIRONMENT**
**WORKING CONDITIONS:** Exposure to hazardous conditions/ materials is negligible.
**_Disclaimer:_** This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely.
**Benefits At A Glance:**
+ Medical, Dental, Vision and on-site Pharmacy plans to meet individual and family needs
+ 100% Tuition Assistance at Pennsylvania College of Health Sciences (role dependent)
+ Flexible Spending and Health Savings Accounts (FSA & HSA) to further reduce taxable income and empower your healthcare choices
+ Retirement Plan savings (403b) with employer match and annual employer contribution
+ Employer paid Short & Long Term Disability and Life Insurance
+ Employee Assistance Program (EAP) and other Wellness incentives
**Disclaimer**
PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.
Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.
PENN MEDICINE LANCASTER GENERAL HEALTH, a member of the University of Pennsylvania Health System (Penn Medicine), is a not-for-profit health system with a comprehensive network of care encompassing Lancaster General Hospital (LGH), Women & Babies Hospital and the Lancaster Rehabilitation Hospital (a partnership with Kindred Healthcare). We are an Accredited Trauma Center-Level I through the Pennsylvania Trauma Systems Foundation with 805 Licensed beds. Our membership in Penn Medicine brings together the strengths of a world-renowned, not-for-profit academic medical center and a nationally recognized, not-for-profit community healthcare system.
Outpatient services are provided at the Downtown Outpatient and Suburban Outpatient Pavilions, along with additional outpatient centers and Express and Urgent Care locations throughout the region. Lancaster General Health Physicians is a network of more than 300 primary-care and specialty physicians, at more than 40 offices throughout the region.