Supervisor, Patient Access

Supervisor, Patient Access

Job Category : HOPCo

Requisition Number : SUPER010783

Location : Jacksonville, FL 32216, USA

Description

Essential Functions

• Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc. Identify any issues and escalate to Senior Management.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.
• Assist in Quality Audits through silent call monitoring, y-jacking, and call recordings.
• Responsible for supervising, directing, and developing the scheduling team.
• Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas.
• Responsible for holding employees accountable for results through coaching and development of action plans.
• Works cohesively with the Senior Leadership on performance management of team including reviews, corrective action, mentoring, and performance improvement plans.
• Assist in interviewing and hiring of team members.
• Responsible for handling escalated phone calls regarding scheduling or paging issues.
• Communicate as needed to keep the staff up to date with the changes in the company and important announcements.
• Monitor and manage the productivity and performance of assigned employees including reporting daily / weekly / monthly department metrics to Senior Leadership.
• Ability to be empathetic to patient's needs and concerns and provide training and guidance to the agents to do the same.
• Ensure strict confidentiality of all health records, member information and meet HIPAA guidelines.
• Support and comply with all company policies and procedures.
• Participates in department meetings as assigned. (Saturday meetings may be required)
• Tasked with special project initiatives and outcomes.
• Must be able to meet deadlines given by Senior Management.
• Works with sensitive and confidential materials and must be able to exercise discretion.

Education

Experience

Knowledge

Skills

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