Health Access Partner Team Lead

Operational Leadership Serves as the lead decision-maker for the daily operations of the Health Access Partner team.Creates and manages daily schedules to ensure appropriate staffing coverage.Delegates task assignments as identified by the supervisor to maintain workflow efficiency.Monitors team productivity and adjusts workflows to meet operational municates staffing needs and performance concerns to management.Call Center Oversight Monitors phone queues to ensure agents are available and alerts management of call spikes or high hold times.Manages call center operations, including adjusting breaks and lunches to maintain coverage.Tracks call metrics and reports trends to leadership.Ensures adherence to call handling protocols and service standards.Supports overflow coverage during peak periods.Escalation and Patient Experience Management Handles escalated calls from upset patients and redirects to appropriate resources when necessary.Provides an exceptional arrival and service experience for patients and visitors, extending a warm and respectful approach to all individuals.Serves as the first point of contact for staff and patient safety concerns, escalating issues appropriately.Promotes an environment of empathy and professionalism in patient interactions.Collaborates with Patient Relations to resolve service issues.Subject Matter Expertise and Team Support Acts as the subject matter expert on clinic workflows, processes, and provider preferences for the Health Access Partner team.Assists Health Access Partners with scheduling and insurance-related questions to support accurate and efficient patient access.Facilitates patient flow and communicates concerns to clinical leadership as needed.Maintains up-to-date knowledge of scheduling systems and protocols.Provides guidance on complex scheduling scenarios.Training and Staff Development Leads team huddles to reinforce training opportunities and operational updates.Oversees and supports Patient Scheduling team members through ongoing education, competency validation, and workflow guidance.Performs, facilitates, and coordinates new hire training in alignment with UTHA Access and Outcomes training competencies.Provides additional training when new processes or procedures are implemented.Evaluates training effectiveness and recommends improvements.Advanced Scheduling and Data Integrity Schedules complex, multi-disciplinary appointments across departments.Manages scheduling in multiple systems and across multiple locations.Ensures accurate documentation of appointment details and patient demographics.Generates MyChart activation codes and collects required documentation.Coordinates with registration for account updates.Collaboration and Continuous Improvement Partners with leadership and clinical teams to identify and resolve workflow or patient access concerns.Contributes to process improvements that enhance efficiency, patient experience, and staff engagement.Participates in cross-functional initiatives to improve scheduling operations.Shares feedback from staff and patients to inform operational changes.Supports implementation of new technologies or systems.Other Job Duties may apply as assignedMARGINAL OR PERIODIC FUNCTIONS:Attends periodic leadership, process improvement, or departmental meetings.Assists with special projects or pilot initiatives when assigned by leadership.Participates in outreach or service recovery activities to enhance patient satisfaction.Supports leadership in collecting, tracking, and reporting access center or clinic performance data.Supports special projects or process improvement initiatives.Fosters professional growth through required training and skill-building; serves as preceptor, mentor, and go-to resource for less-experienced colleagues.Provides backup coverage during staff absences or high-volume periods.Performs related duties as required.KNOWLEDGE/SKILLS/ABILITIESCustomer FocusAnticipates and meets the needs of internal and external customers.Builds trust through responsive and respectful communication.Tailors scheduling solutions to patient needs.Resolves complaints with empathy and professionalism.Process ManagementDesigns and improves work processes to enhance efficiency.Streamlines scheduling workflows and templates.Identifies bottlenecks and implements solutions.Uses metrics to monitor and improve performance.Developing OthersProvides feedback, coaching, and development opportunities.Creates individualized training plans.Encourages peer mentoring and knowledge sharing.Recognizes and rewards staff growth.Priority SettingFocuses on what matters most and manages time effectively.Triages urgent scheduling needs.Balances competing demands across clinics.Delegates tasks terpersonal SavvyBuilds effective relationships across teams.Navigates sensitive conversations with diplomacy.Collaborates across departments to resolve issues.Maintains professionalism under formingCommunicates clearly and timely with relevant stakeholders.Shares updates on scheduling changes.Provides clear instructions to staff.Escalates issues with appropriate context.

Created: 2025-10-04