Patient Services Supervisor

Responsible for the day-to-day effective and efficient Supervision of assigned Patient Service Representatives Ensures Navigation Center metric targets are met. Ensures all staff are following policies and procedures regarding patient confidentiality. Develops staff to provide outstanding customer service as outlined in Center mission, vision and values while ensuring Center target goals. Provides assistance to Patient Services Manager relating to center metrics and improvement opportunities. Supports current processes and new processes to ensure adoption and adherence by staff. Helps to identify consistent best practices to ensure CommuniCare continues to grow and retain our patients.


DUTIES AND RESPONSIBILITIES:

1. Responsible for Supervision of activities and resources relating to assigned team. Generates reports and monitors productivity of appointment schedulers and referrals team as assigned. Oversees appointment scheduling for multiple clinic sites, ensures that appointments are scheduled in collaboration with the Practice Management team and organization guidelines. Takes appropriate action to increase percentage of appointments scheduled and successfully kept.


2. Monitors individual and team metrics to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Monitors calls to observe employee demeanor, technical accuracy and conformity to company policies; and provides appropriate coaching. Collaborates with the Patient Services Manager to attain a 90 percentile or higher productivity goal. Ability to train and mentor assigned personnel

3. Provides ongoing training and ensures tasks are completed accurately, timely, and documentation is done per Center guidelines. Produces operational reports and conducts frequent quality assurance audits of Navigation Center staff. Handles and responds to inquiries or complaints in a timely manner and provides staff with feedback and suggestions to ensure patient satisfaction and patient retention.


4. Ensures that Navigation Center staff assigned are trained and kept up to date on changes that impact the Center to include, but not limited to new processes and pertinent Center information. Ensures staff is trained on the accepted credentialed health plans and/or renewals to ensure effective delivery of maximum allowable reimbursement from payers. Conducts internal audits/controls to assure that assigned staff are disseminating proper information and maintaining patient confidentiality. Conducts annual employee evaluations in a timely manner.


5. Maintains exceptional internal and external customer service skills and addresses customer in a professional manner.


6. Ensures compliance with all policies and procedures to include regulatory agencies. Assess department needs and contributes to the development of Navigation Center/Patient Services Policies and Procedures.


7. Provides input and may prepare purchases of equipment/supplies. Ensures that orders are prepared, proper inventory is maintained and secured.


8. Performs other related duties as assigned.

JOB QUALIFICATIONS:

High School Diploma or equivalent required

Associate degree or higher is preferred

Prior healthcare and/or customer service experience required


Prior supervisory experience or minimum two (2) years' work experience in healthcare industry required


Prior call center experience is required

Bilingual in English and Spanish preferred

Ability to travel for meetings, training or other work-related matters

Scheduled hours and/or work locations are subject to change

PHYSICAL ACTIVITIES AND REQUIREMENTS:

Finger Dexterity: Using fingers to make small movements such as typing or picking up small objects.

Talking: Frequently conveying detailed or important instructions or ideas accurately, clearly, or quickly.

Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions: Frequently and regularly using the wrists, hands, and fingers.

Visual: Average, ordinary, visual acuity necessary to prepare or inspect documents or other materials.

Physical: Sedentary work; sitting most of the time. May have to lift folders, files, papers, and other such items weighing up to approximately 25 lbs.

Equal Opportunity Employer
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