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Changing health care
to improve quality of
life for all.

Beth Israel Lahey Health’s roots in providing top-quality health care date back nearly a century. We're fully committed to ensuring our patients receive the care they deserve. As a leading healthcare provider throughout New England, we aim to change the current state of health care for the better and make lasting improvements that guarantee access to our services.

Supervisor Patient Access, Scheduling Department

Burlington, Massachusetts

Organization Facility: Beth Israel Lahey Health - Non Executive Category: Patient Access Job ID: JR32146 Date posted: 04/30/2024
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Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Non-Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Under the supervision of the Director of Registration and Scheduling, supervises and coordinates the daily operations of the Registration and Scheduling department’s Call Center. Coordinates staffing to insure timely customer service access to appointments. Resolves employee issues in accordance with clinic and departmental guidelines. Serves as a role model by integrating quality customer service, leadership skills and communication skills.

Job Description:

Essential Responsibilities:

  • Coordinates sufficient staffing levels in the appointment office call center for all hours of operations.

  • Works department managers to maximize staffing levels throughout the entire department.

  • Available by pager.  Works a minimum of one late night per week for direct supervision of 2nd shift staff.

  • Monitors call no less than 10 per week and provides timely coaching and feedback to coordinators regarding their productivity. 

  • Strives to the department goal of <=4% monthly lost call rate.

  • Resolves coordinator issues in accordance with departmental policies. Escalates coordinator issues, if appropriate to the Director.

  • Reviews and completes weekly employee time cards

  • Reviews time-off request in accordance with established departmental polices.

  • Assists with the creation, implementation, and monitoring of employee incentive program

  • Ensures the highest level of customer service standards for not only themselves, but also for the staff of call center.

  • Conducts yearly performance evaluations. 

  • Makes recommendations on Merit increases.

  • Organizes and maintain communication book, reference materials and other education materials.

  • Recommends system changes and enhancements as required

  • With the Director, analyzes operational needs and assists in the development and strategy of the Registration and Scheduling department

  • Assists in the preparation and operation of regular staff meetings to educate staff and exchanges ideas and information

  • Actively participates in meetings as necessary

Minimum Qualifications:    

1.    Education: Associates Degree or equivalent education and experience.
2.    Licensure, Certification, Registration: Not applicable.
3.    Skills:  IDX Scheduling, telephony technology/data solutions (preferably AVAYA), completion of medical Terminology class, and excellent customer service skills.
4.    Experience: Minimum of 3 year’s experience in a lead position in a fast paced environment, preferably in an area dealing with customer service in a call center.  Interpersonal skills, confidentiality and flexibility are necessary to effectively lead assigned staff and interact with all levels of staff both within the hospital and with outside agencies.  Must have excellent written and verbal communication skills and customer service driven/focused.  Analytical skills to problem solve.  Detail oriented to follow through on any special projects and the ability to work independently in a busy hectic environment.  
5.    Preferred Qualifications: Knowledge around call center service, customer service training, medical terminology and PC knowledge with strong apprehension of windows.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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Why join Beth Israel Lahey Health?

If you’re looking for a career where you can make a difference and explore your potential, Beth Israel Lahey Health is the place you belong. Our system includes a network of hospitals, physician practices, outpatient centers, and other healthcare facilities and we offer a broad range of careers in direct patient care, environmental services, registration, finance and many other fields. We are focused on providing compassionate and personalized healthcare with a strong reputation for clinical excellence and research and offer diverse opportunities for career growth and development. Conveniently, we have many locations in communities across Eastern Massachusetts and Southern New Hampshire.

At Beth Israel Lahey Health, we see you for all that you are – your experience and your dreams. Explore our open opportunities and find out why so many have already chosen to join our team.

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