Agency Profile: Spectrum Health & Human Services respectfully partners with adults, children, and families as they recover from behavioral, emotional, mental health and/or substance related disorders by offering individualized and meaningful opportunities of hope, empowerment and support to achieve self-defined improvements in their quality of life. Full-time: 227 Thorn Avenue, Orchard Park, NY SUMMARY OF POSITION FUNCTION: Provides oversight of Patient Care Access Center and staff. Identifying patient needs through telephone inquiries, screenings and professional requests ensuring caller satisfaction. Provides oversight and assists with implementation of performance outcomes and efficiency of the department. MAJOR DUTIES AND RESPONSIBILITIES: + Knowledge and demonstration of agency core values in day-to-day activities + Ensure the criteria for a high performing team member and the values that support trust, interdependencies and teamwork are role modeled and consistently evidenced in the work environment + Manages high volume of inbound phone calls for various locations; always identifies self and agency + Enroll new clients or re-enroll former into appropriate programs. + Schedule, cancel, reschedule, etc. patient appointments as requested by the patient or clinical staff. + Conduct brief screenings for individuals seeking services, including linkage with appropriate departments when applicable. + Follows up on customer concerns/inquiries when necessary + Provides effective supervision to Patient Care Access Center team + Onboarding and training of new staff + Maintains staff schedules to ensure adequate coverage during all hours of operation and covers when necessary + Coaches staff through challenging situations + Creates targets and goals using key performance indicators to ensure efficiency & customer satisfaction + Collects data for reporting on team productivity and scheduling outcomes + Processes high volume of email requests in a timely manner + Maintain HIPAA compliance to protect individuals’ privacy + Attend meetings onsite and offsite as assigned + Other duties as assigned SKILLS/COMPETENCIES: + Strong ability to navigate computer programs, including Microsoft Office, internet search engines and agency’s Electronic Health Record system + Exhibits professional relationship and positive attitude with clients, the public and colleagues + Excellent customer service & interpersonal skills with clients and colleagues + Strives to learn and is receptive to new challenges and opportunities + Displays enthusiasm towards work and the agency’s Core Values + Excellent computer skills and use of office machines + Strong communication skills, both verbal and written + Meticulous attention to detail; excellent time management and organizational skills + Ability to multitask in a fast-paced work environment + Possess strong problem-solving skills + Must be flexible and have the ability to manage multiple priorities simultaneously + Ability to work effectively in a demanding, team-oriented and fast-paced environment + Ability to work assigned/flexible hours necessary to ensure adequate coverage + Strong leadership skills, with ability to engage & motivate team EDUCATION REQUIREMENTS: + High School Diploma or equivalent EXPERIENCE: + One year work experience in work related field preferable. One year of leadership experience preferred. + Flexible availability and willing to work nights and weekends. + Must possess a valid driver’s license with an acceptable driving record and have reliable transportation. + Must be able to communicate with clients and staff on the telephone COMPENSATION: $20.08/hr - $25.60/hr