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Exemption Status:

Non-Exempt

Hiring Range:

$22.29 - $32.04

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday

Scheduled Hours:

8:00-4:30 or 8:30-5:00

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 5492 Patient Access Center

Union:

SHARE (State Healthcare and Research Employees)

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The role of the Lead Patient Access Scheduling agent is to lead daily operations of assigned areas within the Patient Access Center (PAC). The PAC is designed to be a premier health contact center that provides patients, families and referring providers multiple pathways to connect to UMMH.

I. Major Responsibilities:
1. Distributes and monitors the flow of work for an assigned group of employees.  Serve as the lead for escalated phone calls, technical issues and workflow questions. Resolve or escalate issues where appropriate and provide customer service recovery when necessary.  
2. Coordinates the daily activities for the Patient Access Center (PAC), including but not limited to scheduling, maintaining work queues, and performing statistical reporting.
3. Disseminates communication with staff and assists the supervisor in conducting training. 
4. Works with clinic and departments to promote a harmonious relationship and atmosphere of teamwork and partake in process improvement initiatives.
5. Implements the PAC’s policies and procedures, supporting short and long-term goals, and acting as liaison with patients, referring providers, UMMH providers, hospitals and senior leadership. 
 

II. Position Qualifications:

License/Certification/Education:
Required:
1. High School education plus additional specialized courses.

Preferred:
1. Associate’s degree in business or healthcare-related field.

Experience/Skill:
Required:
1. 3+ years of related experience.  
2. Ability to use specialized applications software and computer systems for patient registration and scheduling and knowledge of business office procedures.  
3. Good leadership skills, knowledge of medical terminology, third party payer billing and managed care requirements and procedure.  
4. Knowledge of primary care medical processes and associated procedures and tests.
5. English speaking, reading and writing skills.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.