Lead by example and provide a professional representation of Access and Outcomes CenterProvide daily direction and support of Health Access Partners or Patient Access RepresentativesPromote an environment of teamwork and positivityAcquire the skills and knowledge required to perform all Health Access Partner roles* including Medical Records, Surgery Scheduling, and other future Health Access Partner expanded roles.Motivate, recognize, train, and problem solveMaintain satisfactory attendanceProvide support to meet needs of Access Center during periodic staffing shortage planned or unplannedMaintain knowledge of Health Access Partner job responsibilitiesAssist Health Access Partners with difficult situations and escalate as neededProactively identify areas of improvement.Provide insight and solutions for improved workflows as neededExecute ways to increase productivity while ensuring employee satisfaction is maintainedCapable of monitoring contact center platform system CCSP (Ensure adequate staff are available to support call volume in all Queues)Perform, facilitate and coordinate new hire training utilizing UTHA Access and Outcomes training competency as a guideProvide training as needed when new processes and procedures are developedSchedule/Participate in routine team huddles.Report and monitor resolution of technical issues promptly utilizing the established UTHA information technology ticket reporting system and perform follow-up if ticket resolution is not within an optimal timeframe.Serve as a go-to "subject matter expert" for Health Access Partners/Patient Access Representatives and escalate workflow issues as needed.Monitor staff performance and efficiency based on responsibilities assigned to Access and Outcomes Center and discuss findings with Access Center SupervisorMonitor staffing needs for workload purposes, including task allocation and assignment of specific tasks to achieve max optimal results and efficiencyBe a resource for Nurse/Program Managers to help resolve concerns promptly.May perform call quality review.Participate in new hire selection processPerform document management control duties. Maintain and update all Access and Outcomes Center training materials. Ensure all reference tools are up to date and provide Health Access Partners with reliable, current information.Provide an exceptional arrival experience to include welcoming, greeting, and orienting patients and visitors. Extends a warm and caring approach to all clinic patients with respect for the diversity of all patients. Assist in patient scheduling for multiple specialty integrated practice units, surgeries, and diagnostic imaging. Supervise staff that performs referral processing coordination, insurance verification, appointment confirmations, cancellations, and reschedules.Oversee and lead Patient Access Representatives and student workers. Provide ongoing education, training, and oversight, ensuring appropriate supervision and utilization of all staff. Perform, facilitate and coordinate new hire training utilizing UTHA Access and Outcomes training competency as a guide. Provide training as needed when new processes and procedures are developed.Assist with patient registration upon arrival and assist with the checkout process. Facilitate patient flow and communicate delays with patients and clinical staff.Help patients navigate throughout the clinic facilities by giving clear instructions, directions, and resources available to them. Assist patients with mobility issues and collaborate with patient transportation to exceed patient and caregivers' expectations.Support staff and patient safety throughout clinics. Assist in maintaining clinic cleanliness of patient waiting for areas/lobbies throughout the day.Serve as a subject matter expert for Patient Access Representative, Patient Financial Services Staff, and student workers, escalate workflow issues as needed, monitor staff performance and efficiency based on responsibilities assigned.Ad itional duties as assigned.