Manager, Clinical Customer Service

VSP Vision; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

A healthcare company is looking for a managerial role to oversee operations, coordinate training, and ensure effective patient care. The ideal candidate should have a Bachelor's degree in Healthcare Administration, a minimum of 3 years of relevant management experience, and strong communication skills. The role involves collaborating with clinical teams and maintaining compliance with healthcare regulations.

Qualifications

• Minimum of 3 years of management experience.
• Working knowledge of call center systems and business processes.
• Excellent written and verbal communication skills.

Responsibilities

• Plan, coordinate and monitor activities for efficient service.
• Develop and deliver programs supporting business needs.
• Manage, train, and evaluate staff to maintain standards.

Skills

Management experience

Strong communication skills

Project management

Organizational skills

Analytical skills

Education

Bachelor's degree in Healthcare Administration or related field

Active RN or LPN certification

Job description

Plan, prioritize, coordinate and monitor activities in the department to ensure accurate, timely, and efficient service. Manage, train and evaluate staff to achieve and maintain department standards. Develop and deliver programs that support business needs.

Lead projects for the division from inception to completion.

Develop and maintain strategic partnerships with Division Management Teams. Provide business partners and key executives with customer perspective and facilitate timely response to complex business challenges and opportunities.

Recommend and implement procedural and systems changes to deliver quality service to internal and external customers.

Facilitate change in processes, procedures, and systems within the Customer Service Division. Develop and implement communication strategies that support the division's Mission, Vision, Value, and Goals.

Ensure effective communication is maintained within the division and externally. Where appropriate, inform employees as to plans and programs. Conduct employee discussion sessions at regular intervals.

Prioritize, assign, and distribute work to ensure responsibility is at the appropriate level and team members' skills are developed to support business needs.

Identify, consolidate, and prioritize training needs and coordinate training programs with the training unit.

Identify and support opportunities for process improvements, resulting in cost efficiencies.

Coordinate with other units/departments to facilitate special requests, coordinate tasks and resolve escalated issues.

Ensure clinical inquiries, triage, and follow-ups are performed in alignment with healthcare regulations and organizational policies.

Collaborate with physicians, clinical teams, and administrative staff to address patient needs and promote continuity of care.

Maintain secure and appropriate handling of all patient information in adherence with HIPAA and other regulatory standards.

Job Specifications

Typically has the following skills or abilities:

• Bachelor's degree in Healthcare Administration, Nursing, or a related field, or equivalent experience
• Active Registered Nurse (RN) or Licensed Practical Nurse (LPN) certification preferred
• Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work and managing performance of direct reports
• Working knowledge of call center systems, business processes and policies, and procedures
• Knowledge of quality performance monitoring and improvement methods
• Demonstrated ability to analyze work processes and implement changes
• Excellent written and verbal communication skills
• Strong organizational and project management skills
• Proficient with word processing and spreadsheet applications
• Ability to regularly exercise discretion and independent judgment in the performance of job duties.

Working Conditions

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

Preferred Skills

Clinical Oversight:

• Ensure clinical inquiries, triage, and follow-ups are performed in alignment with healthcare regulations and organizational policies.
• Collaborate with physicians, clinical teams, and administrative staff to address patient needs and promote continuity of care.
• Maintain secure and appropriate handling of all patient information in adherence with HIPAA and other regulatory standards.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.