Job Summary:Oversees and coordinates queue for virtual urgent care services across multiple markets. Enables function to meet member needs across all shifts, supporting a 24/7/365 team. Organizes resources to balance incoming phone, video, and chat volumes, out of queue work, and other key operational tasks to support virtual urgent care.Essential Responsibilities:Oversees all queue activity for on-demand virtual care services across multiple markets.Acts as point of contact for on-demand virtual care queue coordination with supervisors, managers and senior leadership via phone, email, Teams and face-to-face communication.Analyzes queue and chat data and summarizes patient experience for local and national Health Plan and Medical Group leadership.Liaisons with Health Plan and Medical Group leaders to review data and make recommendations on staffing and workflows.Facilitates daily conference calls with management and communicates staffing updates and plans to all management.Coordinates with market resources to enable a seamless experience for our members.Serves as air traffic control for the on-demand virtual care services, appropriately shifting patients within care channels. Partners with physicians and providers to manage different queues (Adult + Pediatrics, Multiple Markets, Phone, Video).Monitors waiting room chat and queues; moves patients when physician/provider shifts end, particularly in cross-market coverage scenarios.Reassigns patients as needed depending on level of need.Support of chat services, as needed.Coordinates with department managers and supervisors during disaster recovery. Monitors and reports staff and queue status to ensure minimal impact to member care and service levels to support business continuity efforts.

Provides direction to employees to maintain consistent, efficient workflow in the Primary Care, and Pediatric Lactation departments. Provides a daily game plan for the PAS team. Monitor the PAS team's daily work to ensure projects are done in a timely, efficient manner. Member concerns: gather data from members and employees and attempt to resolve. Participates in the monitoring of work processes and workflow. Reviews referrals and appoints accordingly. Assist hospitals with scheduling post hospital visits. Assists interpreter services with scheduling an interpreter for patients. Reviews medical charts to appoint according to scripts and guidelines. Schedules/ reschedules/cancels appointments for services. Place calls for appointment reminders, schedules from the wait list and quality measure outreach. Review medical chart to collect information for messages to send to health care team. Routes incoming calls from patients. Answers routine administrative inquires. Forwards medical and other complex inquires to appropriate personnel. Assists patients by providing phone numbers, facility directions and office layouts; directing to other departments and administrative service for further information, for example (but not limited to) Membership Services, Dental and Pharmacy. Verifies insurance eligibility, request and/or obtain a patient medical record number when necessary.

The Patient Access Specialist provides telephone reception and appointing services for the patient in accordance with regional policies and procedures. • Appointing: Review medical chart to appoint according to scripts and guidelines.• Schedule/reschedule/cancel appointments for services, according to scripts and guidelines.• Places calls for appointment reminders and quality measure outreach.• Collect care specific information for Primary Care or Specialty Care services.• Messaging: Review medical chart to collect information for messages to send to health care team.• Routes incoming calls from patients, physicians, nurses and other departments according to scripts and guidelines.• Answers routine administrative inquires.• Forwards medical and other complex inquires to appropriate personnel.• Manage electronic in-basket in multiple system applications.• Assist patients by providing phone numbers, facility directions and office layouts• Handle ingoing and outgoing departmental mail and correspondence with patients.• Registration: Verify insurance eligibility and/or update all demographic information per regional policies, including Personal Provider Selection, Language Preference and Special Needs.• Verify health insurance coverage and follow appropriate policy/procedure.• Explain co-pays, cost shares and any other applicable fees.• Practice Organization: Coordinate referrals process including wait lists• Track referrals to specialty care by utilizing the consultation/referral system as needed• Request copies of films, CD's, test reports, and results from outside facilities.

Accounting duties, but limited to relayed financial data to the owner, vendors and clients. Processed and kept track of payments made and collected, prepared and mailed invoices to clients and vendors, double checked invoices, created and mailed past due letters to delinquent clients, contacted clients to work out payment strategies. Paid bills, scheduled and prepared disbursements. Maintained accounting ledgers by posting account transactions, verified bank account by reconciling statements, resolved account discrepancies. Secured financial information by completing data base backups. Maintained financial records by filing accounting documents. Processing and submitting FET Tax forms. Shipping & Receiving - maintained records of all outgoing and incoming shipments, prepared shipping documents by using the following websites - USPS, UPS Freight, UPS Ground, USF Reddaway, FedEx. Prepared items for shipment, counted, weighed and measured items to be shipped out, determined the method of shipping utilizing knowledge of shipping procedures and rates. Performed the unpacking of shipment deliveries and distributed appropriately, examined incoming shipments for damaged items, recorded shortages and corresponded with shipper to rectify damaged and shortages.Basic Payroll such as calculating time from timecards, entering payroll information into QuickBooks, faxing information over to the payroll company. Disbursement of payroll checks.Other administrative duties such as new hire and termination paperwork, processing purchase orders from vendors, ordering office and warehouse supplies, general housekeeping. Customer service in person and over the phone.I was the only secretary, therefore I was in charge of all aspects of the office.

Managed an office staff of 3, furniture consultant staff of 18, and warehouse staff of 1. Administered Corporate Human Resources direction including matters concerning, but not limited to, interviewing, hiring, firing, disciplining, performing new hire orientation, maintaining employee files, delivering operational employee performance reviews, preparing OSHA and accident reports, counseling employees and addressing employee needs and questions. Handled general business operations necessary to process, reconcile, evaluate, interpret and record all daily finance, banking and accounting activities for the showroom operations. Prepared and evaluated all month-end financial statements and reports. Coordinated payroll including matters concerning time clock usage, verification of all employee hours, time card records, vacation schedules, and answer employee paycheck questions. Managed, directed and trained personnel on store functions to ensure accurate, timely, reliable and personable service in processing all customer transactions. Monitored and maintained the operation of all office equipment including coordination of repair and service as needed. Accounted for and controlled office expenses. Ensured store housekeeping and maintenance was complete. Scheduled management, office, sales, and warehouse staff to appropriate business needs. Monitored and maintained files, handled customer complaints in a timely manner and obtained first-hand customer information and used it to develop solutions for the customer.