Lead Access Center Representative - Employee PCP Program
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Under the direction of the Access Center Supervisor, the Access Center Representative Lead (ACR L) plays an essential role in supporting patient access to departments across Massachusetts General Hospital. This important administrative role provides support for all activities within the Access Center including managing direct communication with referring providers, patient scheduling activities and requests, ensuring patients in need of care at MGH are able to receive it at the right time, in the right place, with the right provider! The ACR L will also provide mentorship and guidance to ACR I - III roles and call escalations, while providing a high level of customer service to all internal and external customers. This role is an exciting opportunity to jump into a supervisory path and exercise well-established established administrative coordinating and customer service skills within a health care delivery system!

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Performs all duties of an Access Center Representative III (ACR III) as needed.
• Assists with and responds to escalated customer calls. Investigates and resolves complaints, questions and concerns.
• Responsible for understanding all aspects of Access Center operations. Reviewing and managing service levels for POD, based on set targets; in collaboration with the Access Center Leadership, also responsible for problem-solving to improve performance.

• Participates in client department meetings to establish Best Practices.
• Assists with protocol development and training efforts when applicable.
• Provides operational coverage across POD when applicable.
• Participates in or leads staff meetings/huddles as requested or assigned.
• Provides basic information and instructions to patients regarding the practice and the Hospital. Arranges for transport, interpreter and other services as required by the patients.

• Completely and accurately transcribes call, referral and scheduling information in multiple systems.
• Provides excellent customer service to both internal and external customers of the Center for Ambulatory Services Department; supports ongoing communication and provides service recovery when needed with patients and referring physicians.
• Keeps supervisor informed of issues, especially as they relate to the interaction of the department with other areas of the hospital.

• Provides some operational needs of the office, including but not limited to ensuring staff members have correct access to all systems; assist in training new employees and volunteers.
• Assists in the orientation and training of new team members.
• Troubleshoots problems with customer service issues in coordination with Access Center Supervisor and Quality Assurance Team.
• Provides functional guidance and cross coverage across the division.

• Maintains patient confidentiality in accordance with hospital and department policy.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Provides basic information and instructions to patients regarding the patient and the hospital.
• Arranges transport, interpreter and other services as required by the patient.
• Completely and accurately transcribes call, referral and scheduling information in multiple systems.

Qualifications
Qualifications

SKILLS & COMPETENCIES REQUIRED:

• Attention to Detail/Organizational Skills- Demonstrated ability to work independently to complete tasks. Follow-through and exceptional attention to detail is essential.

• Communication Skills- Effective observation/listening skills to anticipate the needs of internal/external customers and provide the highest standard of customer service. Strong verbal and written skills to communicate effectively with others.
• Computer/Technical Skills- Basic Excel, Word, PowerPoint, and Outlook skills.
• Flexibility- to work in a collaborative team environment across multiple programs.
• Self-Starter- Ability to proactively identify tasks requiring attention. Demonstrated problem solving skills.

Minimum Required:

High school diploma, GED or equivalent

Preferred:

Some college or Associate's Degree

EEO Statement
EEO Statement

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged

---