Supervisor, Patient Access

Responsibilities

• Monitor phone queue to evaluate data regarding inbound calls, call waiting times, abandonment rate, and escalate issues to Senior Management.
• Ensure even distribution of workloads across phone queues on a regular basis.
• Assist in Quality Audits through silent call monitoring, y-jacking, and call recordings.
• Supervise, direct, and develop the scheduling team, providing frequent performance feedback and encouraging two-way participation of ideas.
• Hold employees accountable for results through coaching and development of action plans.
• Work cohesively with Senior Leadership on performance management, including reviews, corrective action, mentoring, and performance improvement plans.
• Assist in interviewing and hiring of team members.
• Handle escalated phone calls regarding scheduling or paging issues.
• Communicate staff updates on company changes and important announcements.
• Monitor and manage the productivity and performance of assigned employees, reporting daily/weekly/monthly department metrics to Senior Leadership.
• Demonstrate empathy toward patients’ needs and concerns, providing training and guidance to agents to do the same.
• Ensure strict confidentiality of all health records and member information, complying with HIPAA guidelines.
• Support and comply with all company policies and procedures.
• Participate in department meetings as assigned (Saturday meetings may be required).
• Lead special project initiatives and outcomes, meeting deadlines set by Senior Management.
• Work with sensitive and confidential materials, exercising discretion at all times.

Requirements

• High school diploma/GED or equivalent working knowledge preferred.
• 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 and maintain a positive attitude.
• Excellent organizational skills and strong customer service orientation.
• Proficiency with computers and data entry.

Qualifications

• Knowledge of medical terminology, ICD, and CPT.
• Understanding of federal, state, and HIPAA privacy regulations.
• Experience scheduling patients in a clinic or medical practice setting.

Skills

• Analytical and problem-solving capabilities.
• Ability to establish metrics and clear objectives, including performance management.
• Effectively manage multiple projects simultaneously.
• Strong verbal and written communication skills.
• Professional representation of The CORE Institute in appearance, communication, and maintenance of patient confidentiality.