Supervisor, Patient Access

Healthcare Outcomes Performance Co. (HOPCo); Phoenix (AZ); On-site; USD 52,000 - 68,000; Full time

Job summary

The CORE Institute is seeking a Scheduling Supervisor to monitor call queues, supervise the scheduling team, and ensure performance targets are met while upholding HIPAA and confidentiality standards.

You will partner with senior leadership, provide coaching, participate in interviews, and handle escalated scheduling issues with a focus on quality and efficiency.

Qualifications

• High school diploma/GED or equivalent working knowledge preferred.
• 1+ years’ experience in a supervisory or leadership role.
• Previous experience working within a call center is preferred.
• Proven leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.
• Excellent organizational skills and strong customer service orientation are required with strong background with computers and data entry.

Responsibilities

• Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc.
• Identify issues and escalate to Senior Management.
• Supervise, direct, and develop the scheduling team.
• Provide frequent performance feedback and encourage two-way idea sharing.
• Coach and develop action plans to improve performance.
• Work with Senior Leadership on performance management including reviews and mentoring.
• Assist in interviewing and hiring team members.
• Handle escalated calls regarding scheduling or paging issues.
• Communicate changes and important announcements to staff.
• Report daily/weekly/monthly department metrics to Senior Leadership.
• Be empathetic to patients’ needs and guide agents accordingly.
• Maintain HIPAA compliance and confidentiality of health records.

Education

High School Diploma/GED

Tools

Call center software

Job description

• Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc. Identify any issues and escalated to Senior Management.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.
• Assist in Quality Audits through silent call monitoring, y-jacking, and call recordings.
• Responsible for supervising, directing, and developing the scheduling team.
• Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas.
• Responsible for holding employees accountable for results through coaching and development of action plans.
• Works cohesively with the Senior Leadership on performance management of team including reviews, corrective action, mentoring, and performance improvement plans.
• Assist in interviewing and hiring of team members.
• Responsible for handling escalated phone calls regarding scheduling or paging issues.
• Communicate as needed to keep the staff up to date with the changes in the company and important announcements.
• Monitor and manage the productivity and performance of assigned employees including reporting daily/weekly/monthly department metrics to Senior Leadership.
• Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same.
• Ensure strict confidentiality of all health records, member information and meet HIPAA guidelines.
• Support and comply with all company policies and procedures.
• Participates in department meetings as assigned. (Saturday meetings may be required)
• Tasked with special project initiatives and outcomes.
• Must be able to meet deadlines given by Senior Management.
• Works with sensitive and confidential materials and must be able to exercise discretion.

Essential Functions

• Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc. Identify any issues and escalated to Senior Management.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.
• Assist in Quality Audits through silent call monitoring, y-jacking, and call recordings.
• Responsible for supervising, directing, and developing the scheduling team.
• Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas.
• Responsible for holding employees accountable for results through coaching and development of action plans.
• Works cohesively with the Senior Leadership on performance management of team including reviews, corrective action, mentoring, and performance improvement plans.
• Assist in interviewing and hiring of team members.
• Responsible for handling escalated phone calls regarding scheduling or paging issues.
• Communicate as needed to keep the staff up to date with the changes in the company and important announcements.
• Monitor and manage the productivity and performance of assigned employees including reporting daily/weekly/monthly department metrics to Senior Leadership.
• Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same.
• Ensure strict confidentiality of all health records, member information and meet HIPAA guidelines.
• Support and comply with all company policies and procedures.
• Participates in department meetings as assigned. (Saturday meetings may be required)
• Tasked with special project initiatives and outcomes.
• Must be able to meet deadlines given by Senior Management.
• Works with sensitive and confidential materials and must be able to exercise discretion.

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred.

Experience

• Requires 1 or more years’ experience in a supervisory or leadership role.
• Previous experience working within a call center is preferred.
• Proven leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.
• Excellent organizational skills and strong customer service orientation are required with strong background with computers and data entry.

KNOWLEDGE

• Knowledge of medical terminology, ICD and CPT.
• Federal, state and HIPAA privacy regulations.
• Knowledge of scheduling patients in a clinic/medical practice setting.

Skills

• Analytical and problem-solving capabilities.
• Establishing metrics and clear objectives including performance management.
• Effectively managing multiple projects simultaneously.
• Effective verbal and written communication skills.
• Represent The CORE Institute in a professional manner related to appearance, communication and the maintenance of patient confidentiality.