OVERVIEW OF THE POSITION:
Responsible for supervising the 24-hour / 7-days-a-week / 365-days-a-year operations and activities of the Patient Support Center to meet the department’s customer service and patient satisfaction standards. This position has 24-hour accountability of the non-clinical operations unit within the Patient Support Center.
Consistently exhibits behavior and communication skills that demonstrate HealthCare Partners’ (HCP) commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
Performs all duties of a Patient Support Center Representative, Lead. when required
Supervises the daily operations of the department including all workflows, turnaround times, production levels and staffing schedules on a daily and monthly basis, within budgetary and business planning guidelines.
Utilizes HealthCare Partners (HCP) systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals,.
Assures coverage of all shifts as required. Develops and approves staff work schedules.
Takes escalated calls as well as high priority and difficult cases.
Translates oral information into concise and accurate written documentation.
Manages own work queues. Monitors and oversees staff work queues.
Drafts policies and procedures and documents the work processes as required. Drafts revisions of policies and procedures as required. Works with management team for approval of all P&Ps.
Ensures adherence to triage and pharmacy protocols as well as departmental and company policies and procedures.
Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
Establishes and maintains effective working relationships with other HealthCare Partners (HCP) departments.
Prepares and presents reports to department management.
Oversight of all timecards, PIP’s, and suggest corrective action plans for are employees and trainees.
Presents information formally and informally to educationally and culturally diverse groups.
Represents department in company projects.
Mentors, coaches and motivates staff. Monitors and evaluates departmental and staff performance and administers staff evaluations.
Recommends staffing adjustments based upon productivity and ACD Reports.
Participates in the recruitment and hiring of staff.
Demonstrates customer service-oriented behavior at all times.
Uses, protects, and discloses HCP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
Is available to participate in supervisory coverage for all HCP recognized holidays and weekend coverage.
Full oversight for the Self Insured and High Deductible team assignments and daily workflows
Performs additional duties as assigned.
Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college.
Over 1 year and up to and including 3 years of experience.
Over 2 years and up to 5 years of supervisory experience.
Over 3 years of customer service experience.
ACD telephone experience.
3 years of Call Center supervisory experience.
KNOWLEDGE, SKILLS, ABILITIES:
Proficiency in Microsoft office applications (Word, Excel).
Ability to type 35-40 wpm.
Ability to work in rotating shifts.
Excellent telephone skills and etiquette.
Excellent written communication skills.
Excellent verbal communication skills in person and on the phone.
Good command of the English language.
Demonstrated active listening skills.
Ability to multi-task and work as a team player.
Ability to maintain composure in a challenging situation.
PHYSICAL REQUIREMENTS IN ACCORDANCE WITH ADA:
Carrying/Lifting: Occasional / Up to 3 hours per day bending and twisting while pushing and/or pulling 0 – 10 lbs
Occasional / Up to 3 hours per day lifting and/or carrying of 11 or more lbs
Occasional / Up to 3 hours per day pushing and/or pulling of 11 or more lbs
Standing: Frequent / Up to 6 hours per day
Sitting: Constant / Up to 8 hours per day
Walking: Frequent / Up to 6 hours per day walking and standing while lifting and/or carrying 0 – 10 lbs
Repetitive Motion: Keyboard activity, telephone use
Visual Acuity: Ability to distinguish between different colors
Ability to view computer monitor and read newsprint with or without corrective lenses
Environmental Exposure: None