Patient Access Center Supervisor - FT - Days - DIO

Responsibilities

• Conducts audits, quality investigations, call monitoring, as well as evaluation of calls and team members.
• Gathers information and updates needed to enhance knowledge base for accuracy and quality in call handling.
• Maintains productive relationships with stakeholders to ensure up-to-date information is maintained.
• Adheres to and ensures compliance with HIPAA at all times to safeguard protected health information.
• Provides leadership and manages escalated interactions following established protocols to ensure patient safety and data integrity.
• Develops and implements initiatives to foster employee engagement, enhance workplace satisfaction, and promote a positive organizational culture.
• Collaborates with leadership team to coordinate and supervise divisions; ensures adequate coverage, maintains effective resource management, and completes projects.
• Performs administrative duties including payroll, employee evaluation, surveys, leading special projects, assisting with incoming calls, and participating in operational meetings.
• Performs the duties of the Contact Center's Patient Access Ambassador I, II, and Senior Patient Ambassador, including EMR utilization, as a working Supervisor.
• Manages and upholds Patient Access Center performance metrics and holds team members and self accountable for attainment of goals.
• Provides feedback and coaching in real time to each team member in support of adherence and productivity goals.
• Participates in the interview process for new hires and champions staff training, both mandatory and divisional.
• Oversees on-site and remote training at the department level in collaboration with the training department.
• Ensures team delivers a seamless, exceptional customer experience across telephones, emails, web chats, SMS and faxes.
• Partners with training and development to provide role support and learning experiences for new employees.
• Assists with audits and the oversight of EPIC work queues.

Education and Certification Requirements

Associates (Required). Associate's degree or five (5) years of equivalent leadership experience.

Additional Job Information

This role requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision. Proficiency in handling multiple tasks and systems, while maintaining high-quality standards, is crucial. Must complete and successfully pass the Patient Access Center Onboarding Training Program. Must be able to work in a fast-paced work environment and take appropriate action when required. Proficient in dashboard monitoring and Excel report creation. Possesses strong written and verbal communication skills to complete executive summaries, prepare presentations, and make formal presentations.

Required Work Experience

Three (3) years' customer service experience required. Three (3) years of experience in a leadership/supervisory role required. Call/contact center service experience preferred. Prior experience in healthcare setting preferred.