Patient Experience Lead

Job Description

Job Description

Here at Community Health Service, Inc (CHSI), our mission is to provide high quality health care to the overlooked and underserved. Sound rewarding? You bet it is! If you are looking for more than just a "job" and want to invest your time making an impact on the lives of others, this is your chance to join our CHSI team!WHAT DO WE DO?CHSI is a private, non-profit organization established in 1973 to serve the health needs of migrant & seasonal farm workers and their family members. Today, CHSI has expanded its services and provides mental & physical healthcare to all individuals in our communities. Our services are provided on a more affordable sliding fee scale to those who are underinsured or uninsured. We also accept ND and MN Medicaid, Medicare, and most private insurance plans. We currently operate four nurse-managed clinics, two mobile medical units, and two victim advocacy program centers in Minnesota & North Dakota.WHO ARE WE LOOKING FOR?We are searching for a full-time Patient Experience Lead to join our Moorhead, MN team.This position ensures all site encounter targets are accomplished. The position works under the direction of the Chief Operations Officer and other administrative departments to ensure site patient access quality requirements are met. To succeed as a call center supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. The call center supervisor should be supportive, communicative, and attentive. The position will support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents. Call Center Supervisor Essential Functions: Supervise and oversee all Patient Access Representatives (PARs).Ensure PARs understand and comply with all front desk and call center objectives, performance standards, and policies.Answer PAR questions regarding best practices.Monitor daily operations of the front desk, including check-ins, check-outs, and patient requests.Monitor and evaluate call quality, providing feedback and coaching to representatives to improve performance.Identify operational issues, suggest possible improvements, and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction.Ensure accuracy of front desk billing and payment processes.Monitor and evaluate PAR performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Develop and implement training programs to improve representative skills and knowledge.Prepare monthly, quarterly, and annual performance reports and analyzing data to assist management as they determine front desk customer service goals.Work with other management team members to support agents and maximize customer satisfaction.Motivate and support PARs through feedback and communication.Measure and analyze KPI's such as check-in & out times, call volume, call waiting, and call abandonment.Take incoming patient calls.Improve patient satisfaction and by recommending changes to call center and front desk.Keep track of employee engagement with call queues, and EHR work queues and ensure CHSI procedures are complied with.Manage front desk targets and goals for improvement.Collaborate with other teams to resolve customer issues and improve overall customer experienceAssist in the development of call center policies, procedures, and standardsQualifications:Ability to work with and lead a team.Ability to communicate professionally with clinicians, nurses, administrative staff, frontline staff, contractors, governmental agencies, insurance payers, patients, family members of patients, and the general public of all age levels from child to senior citizenAnalytical thinking skills and the ability to exercise sound judgement when making decisions. Familiar with front office, medical records, and billing.Must be customer service oriented and prepared to liaise with patients, their families and other care providers Knowledge of continuous process improvement concepts and practicesExtremely organized and detail orientedAbility to delegate tasks as neededSpanish as a second language is an asset Experience with coaching, training, and motivating employees is requiredProficiency with technology, especially computers, software applications, and phone systems.Excellent problem solving, leadership, and customer service skills.Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.ARE YOU A GOOD FIT? In addition to being a wonderful team member and advocate for patients, we are seeking an individual with the following qualifications:PHYSICAL ABILITIES Ability to bend and crouch occasionally, sit continuously, and stand or walk frequently.Ability to lift up to 50 pounds occasionally.Ability to use hands/arms, feet/legs for repetitive fine to large motor skill movementsEDUCATION AND/OR EXPERIENCE:High school diploma or equivalentAt least 3+ years' experience working in a health care setting or 2+ years of proven success in supervisory or management roles is requiredWHAT ARE THE PERKS, YOU ASK?CHSI promotes a healthy work/life balance for employees through a generous time off program. Those eligible are offered:Paid Time Off (PTO): Starts at 15 days per year and jumps to 20 days by year two!Personal Days Off (PDO): In addition to PTO, we offer 4 paid personal days each year.Paid Holidays: CHSI offers 12 days of holiday pay.CHSI also provides retirement, medical, and insurance plans to employees. Those eligible may enroll in:401K Retirement Plan, with a 4% company match!Health, Dental, and Vision insuranceHSA Health Savings Account and/or Flexible Spending AccountLife & Disability Insurance (Short Term Disability premiums paid by CHSI)Supplemental Voluntary BenefitsLoan Reimbursement Options: Our employees who work in clinical positions may be eligible for loan reimbursement of up to $145,000 through the National Health Service Corps! Visit for more information.READY TO MAKE A DIFFERENCE?If this role is a great fit for your skills & personality, please complete our quick online application on the right side of the page.PLEASE NOTE:CHSI is an EEO/Affirmative Action/Veteran friendly employer. We do not discriminate on the basis of age, gender expression/identity, genetic information, marital status, national origin, physical or mental disability, pregnancy, race, religion, sexual orientation, or veteran status.CHSI facilities are deemed under the Federal Tort Claims Act (FTCA).