Call Center Supervisor (Supervisor, Clinic Support)

Department Overview This position is responsible for hiring, training, developing, managing and evaluating the Knight Cancer Institute (KCI) Call Center staff (PAS). This position supports KCI Clinics by leading the creation and implementation of best practice policies and coordinating Call Center staff activities to ensure the smooth flow of clinical services and operations. This position is responsible for daily management of call center metrics and quality, including abandonment rates, call durations, and patient satisfaction. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Knight Cancer initiatives/projects and service excellence projects. This position will be a working manager with the knowledge to train and cover all Call Center duties as necessary. The KCI Clinics encompass a multidisciplinary clinical practice which includes Hematology Medical Oncology, Center for Hematologic Malignancies, Gyn Onc, and the Comprehensive Breast Center. This position reports to the Knight Cancer Call Center and Scheduling Manager and has a collegial relationship with the management teams, medical directors and all Faculty for the Divisions of Surgical Oncology, Gynecology Oncology, Knight Cancer Institute, and KCI Inpatient Units. Function/Duties of Position Customer Service: Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) which meets or exceeds the service standards of the health care industry and OHSU. These duties will include prompt and professional communication efforts in written and verbal forms, face-to-face customer contact skills, crisis management, knowledge of available informational tools and technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. The PAS Supervisor will serve as a role model for other clinical and non-clinical employees in KCI. Process Improvement: PAS Supervisor will lead multi-disciplinary process improvement efforts to improve PAS operations. PAS Supervisor is an expert user of Lean (OPEx) principles and Epic. PAS Supervisor will have the knowledge to perform all PAS duties, including visit scheduling, reception, surgery/procedure scheduling and phones. PAS Supervisor will lead and engage PAS staff in regular daily and weekly huddles, participate in weekly improvement rounds, and participate in process improvement events. Human Resources: This position reports directly to the Knight Cancer Call Center and Scheduling Manager. The PAS Supervisor works collaboratively with the faculty and staff that work in the KCI. In consultation and collaboration with the KCI Call Center and Scheduling Manager, interviews and hires PAS Specialists, PAS Resource Specialists, and students. Orients, trains new employees, and makes arrangements for OHSU-sponsored training. Conducts regular one-on-one meetings with each direct report that includes coaching, counseling, and professional employee development through discussions and mentoring. Monitors timely completion of training requirements, and demonstration of core competencies. Operations: This position supervises approx. 12 staff. Roles include, PAS and PAS Coordinator staff, that the supervisor provides daily guidance in problem-solving. The PAS Supervisor will be required to assign and approve business-related work. The PAS Supervisor will be called upon to investigate operational problems within the practice environment. The PAS Supervisor will work conjointly with the KCI Call Center and Scheduling Manager to evaluate work performance and initiate performance appraisals for all employees under the supervisor’s supervision. Works in concert with the Manager to counsel employees, develop work plans, and participate in discipline; communicates performance expectations, and business policies and procedures. Assists employees with problem identification and resolution. Coordinates business personnel work schedules, and time-away schedules. Will arrange coverage for the absent business personnel. Other duties include: Monitors Department phone volume and metrics, holding staff accountable and investigating barriers to access via the phone Maintains a collegial relationship and assists with problem-solving patient and provider issues with the OHSU Intake and Revenue Cycle Operations Management and staff teams. Monitors/audits work productivity of PAS staff to meet OHSU ambulatory practice benchmarks. Provides leadership in creating and implementing policies and procedures for clinic operations. Close appointments utilizing Edit Appointment Statistics in Epic. Monitors EPIC Work Queues as needed. Monitors and assists with access management according to OHSU, Department and Division policies. Attends/leads monthly management meetings, scheduler meetings, and other meetings as assigned. Conducts PAS staff meetings on a regular basis. Assists Call Center and Scheduling Manager in administrative duties as needed for clinical and/or operational flow. Attends OHSU leadership meetings as assigned. Other duties as assigned. Service: Serves as the KCI Clinic Service Excellence Ambassador by modeling and encouraging patient-centered care. Implements and supports service excellence missions and standards. Develops and maintains relationships with referring physicians, patients, clinic staff, faculty, and management staff to ensure positive patient and staff interactions. Demonstrates active listening skills and supportive, professional behavior at all times. Handles patient and staff complaints and problems promptly and courteously. Monitors service excellence metrics and responds to satisfaction survey data. In collaboration with the Call Center and Scheduling Manager, develops corrective action plans when metrics are below standard. Quality: Investigates clinic scheduling errors, patient volume and flow, missed appointments, rescheduling, and providers’ clinic utilization. May involve Clinic Operations Supervisor as needed. Recommends operational changes as needed, and facilitates policy/procedure changes as required. Investigates patient and provider complaints. Develops appropriate corrective action plans. Maintains accurate provider templates and listings of available clinical services. Financial: This position is responsible for understanding the Knight Cancer Clinic’s financial budget and goals, and reviewing staffing and OT accordingly. Participates in the annual budget process as needed and provides budget recommendations. Ensures correct labor distribution for all supervised staff. Responsible for POS collection process and cash reconciliation process. Required Qualifications AA or equivalent education/experience, plus 2 yrs clinical experience withprevious lead/supervisory experience. Two years PASR experience in a high-volume medical practice clinical setting with direct contact with a culturally diverse patient population. One of the years of experience should include lead work experience or demonstrate the ability to lead teams. Demonstrated excellent written and verbal communication skills, excellent organizational skills and strong time management skills; demonstrated exemplary customer service orientation and ability to work as a team member. Must possess the ability to work independently, to prioritize and manage own workload as well as ability to appropriately delegate to and coordinate workload of PAS staff Proven interpersonal problem-solving and conflict resolution skills; possess leadership skills demonstrated by positive and professional role-modeling and an encouraging motivational attitude. Flexible, calm and non-judgmental; professional demeanor, strong patient, peer and physician communication skills; Demonstrated skill in giving and receiving feedback possess patience and ability to teach/train staff at various levels of the learning curve and with various learning style. Proficiency in OHSU computer applications. Working knowledge of medical terminology. Knowledge of managed care, commercial, Medicare, and Medicaid programs. Strong relationship building skills with patients, providers, staff, management, and outside collaborators. Preferred Qualifications Bachelors in business or other health care related field Knowledge of OHSU’s business policies and procedures. Demonstrated experience must include knowledge of OHSU systems, scheduling of appointments and obtaining authorizations, referrals and surgery scheduling; must have ability to meet deadlines and respond to urgent patient and system needs Additional Details Typical schedule: M-F, occasional nights and weekends, may need to supervise team on holidays. Work schedule may vary depending on job/study requirements. Ability to adjust schedule based on department needs (early or late meetings, etc.) Travel between meeting locations including using the Portland Aerial Tram May have exposure to human tissues, fluids, radiation May have regular exposure to noise and interruptions Standing/sitting numerous hours a day; numerous hours of computer use; ability to assist with patient transportation. Why apply to OHSU? We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact View email address on click.appcast.io #J-18808-Ljbffr Oregon Health & Science University