UofL Physicians

Supervisor, Patient Connect

US-KY-Louisville
Job ID
2017-4761
# of Openings
1
Category
Call Center
Department
Access Center - Patient Access

Overview

JOB SUMMARY

The Patient Connect Supervisor will provide leadership and direction to maintaining a high functioning multispecialty scheduling, referral, and registration call center operations. The supervisor is responsible for all Call Center operational aspects in relation to their assigned POD, including hiring, training, managing to quality and productivity standards, and staff development. This position will meet POD service level agreements with supported departments and maintain collaborative relationships with physician practice leadership. The supervisor should have strong knowledge of physicians practice scheduling, revenue cycle concepts, and effective leadership skills.

Responsibilities

JOB RESPONSIBILITIES

  • Oversee the hiring, training, and performance management of patient connect center staff
  • Ensure metrics are met and performance expectations are being adhered to
  • Monitor patient satisfaction with patient access operations and identify recommendations for improvement
  • Work together with Information Security team to support a high functioning call center operations
  • Work closely with senior leadership team to ensure utilization of call center technology such as call recording, quality monitoring, and workforce management tools
  • Lead regular staff meetings and facilitate regular meetings with practice leadership.
  • Assist in designing, developing and delivering content to support instructor-led training sessions
  • Conducting two 15-minute side by side quality sessions with each agent per week to ensure understanding of any recently delivered training and to identify opportunities where additional training may be required.
  • Remote auditing via Calabrio, meeting a minimum of 5 calls per agent per week.
  • Confirm effectiveness of job specific training and workflow by scheduling patient appointments in accordance with physicians’ template and guidelines using access center technologies in the live environment.
    • Minimum of 3 hours per week divided between the various skills sets within Patient Connect.
    • Additional hours to be allocated as each new skill set is implemented into the Patient Connect.
  • Implementation training, as new clinics are onboarded.
    • Identification of Job Specific Workflow
    • Delivery of All Script Referral training within the Allscripts program
    • Task training and workflow using the Allscripts program
    • Training on Allscripts Scan as needed to perform the job
  • Assessment build for various touchpoints to ensure the success of the agent, including Nesting, 30 day, 60 day and 90 day for each skill set related to the Patient Connect
  • Serve as the nesting supervisor during all Go-Lives delivering follow up training and support to ensure success.
  • Performs other duties as assigned

Qualifications

MINIMUM EDUCATION & EXPERIENCE

  • Associates degree in healthcare, business or equivalent experience
  • Medical scheduling and leadership experience, preferred

KNOWLEDGE, SKILLS, & ABILITIES

  • Effective leadership and analytical skills
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
  • Strong negotiation, interpersonal, written and oral communications skills.
  • Federal, state and HIPAA privacy regulations.
  • Health care trends; ambulatory care, managed care systems and clinical systems.
  • Telephone information technology systems.
  • Basic research methods and report writing techniques.
  • Interpersonal skills using tact, patience and courtesy.
  • Customer service expert.
  • Medical office procedures, methods and equipment, including computerized EPM and EHR systems.

WORKING CONDITIONS

  • Office environment; exposure to computer screens, noise and electrical energy; contact with physicians, staff, patients and the public.
  • Essential functions require maintaining physical condition necessary walking, standing and sitting for extended periods of time. 

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