Supervisor - Patient Services (non - clinical)

Supervisor, Patient Services (Non-Clinical)

The purpose of the Supervisor, Patient Services (Non-Clinical) is to supervise and manage the intake teams who triage calls, facilitate the enrollment process, and conduct benefits investigation. The Supervisor plans and implements operational service center strategies; improving systems and processes; meeting and exceeding quality goals; establishing relationships with business partners; and provide development and management support of associates. This position requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design responsibilities.

Responsibilities:

• Establish, monitor, analyze and report on KPI's related to effective patient access processes and initiatives
• Selects, hires, leads and develops departmental associates; provides training, feedback and development opportunities; coaches associates to ensure their success; manages performance
• Collaborates with call center management staff to execute programs to facilitate conversion, compliance and adherence
• Coordinate and manage special projects which will frequently be cross-functional in nature
• Presents to external audiences (primarily healthcare providers and insurers)

Core Competencies:

• Business Understanding
• Has strong business process knowledge
• Is aware of major issues or problems affecting operations
• Evaluates how concepts, ideas and information could enhance the business operations
• Communication
• Communicates clearly and succinctly, in person, by telephone and e-mail
• Listens to hear and understand; clarifies and confirms as appropriate
• Probes for understanding of issues
• Keeps others informed of decisions, changes, objectives, priorities and accomplishments
• Development of Self and Others
• Effectively develops others through coaching, counseling, feedback and opportunities
• Effectively conducts performance management sessions with associates
• Assists staff with setting developmental goals
• Assists team leaders with the development of their teams
• Leadership
• Coordinates with other departments to provide patients the outcomes they need
• Demonstrates strong team leadership skills
• Manages and coordinates staff scheduling
• Recruits and hires new associates
• Demonstrates strong conflict resolution skills
• Leads projects and process re-design efforts
• Demonstrates a commitment to serving our patients
• Demonstrates values and philosophies of the organization
• Planning and Organization
• Works effectively in a multi-task environment
• Plans, organizes, manages and monitors activities according to priorities
• Effectively facilitates groups/discussions to meet business needs
• Displays strong sense of urgency
• Uses good time management skills
• Analysis
• Produces accurate work with attention to detail and is thorough
• Possesses good analytical skills – data interpretation and problem-solving