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Supervisor - Patient Services

2 months ago

Philadelphia, United States Spectrum Health Services, Inc Full time
Job DescriptionJob Description

Job Summary:

INTERNAL POSTING ONLY

Under the direction of the Director of Patient Services, the Supervisor of Patient Services provides comprehensive day-to-day, front-line supervision and support across all areas of patient services. The role ensures exceptional patient satisfaction by developing staff to deliver outstanding and seamless customer service to patients, providers, and payers throughout the patient's healthcare experience.

Essential Functions:

Supervision & Support:

Oversee employee positions related to medical and dental appointment scheduling, registration, insurance, records, outreach, call center operations, patient flow for appointments, and customer service delivery.

Process Monitoring:

  • Assess and evaluate processes via all avenues (front-facing, call center, vendors, technology) for optimal patient access and accuracy.
  • Regularly review and analyze performance metrics to identify areas for improvement and implement corrective actions as needed.

Operational Efficiency:

  • Collaborate closely with clinical and other departments to sustain and improve all operational efficiencies.
  • Implement and monitor process improvements to streamline workflow and reduce redundancy, ensuring optimal patient access and service delivery.

Issue Resolution:

  • Serve as the first line of patient and direct employee escalation, effectively diffusing and collaborating on issues.
  • Continuously seek ways to improve processes and solve problems.

Employee Management:

  • Perform evaluations, corrective actions, and other supervisory and administrative activities as needed. Assist in hiring, training, and monitoring progress of employees, providing coaching to cultivate knowledge and skills for excellent service delivery.

Policy Development:

  • Develop, review and/or revise policies and procedures annually.

Communication:

  • Exhibit exceptional verbal and written communication skills, including good voice quality, diction, and articulation.
  • Facilitate clear and effective communication between departments to ensure seamless patient care.
  • Provide constructive feedback and positive reinforcement to staff to enhance performance and service quality.

Scheduling & Monitoring:

  • Monitor daily appointment schedules and call queues (track scheduled patients, cancellations, errors, inbound and outbound calls, calls waiting, abandonment rate, etc.).

Meetings:

  • Conduct department and employee one-on-one meetings to provide feedback and motivate employees through positive communication.

Hands-On Support:

  • Perform daily duties of the employee base as business needs permit.

Reporting:

  • Produce daily, weekly, monthly, and yearly reports as needed.

Compliance:

  • Uphold scheduling and registration proficiency, accountability, and adherence to policies, standards of care, safety, HIPAA, and security regulations. Assist in the formulation of targets for representatives.

Mission Alignment:

  • Embody the Spectrum mission of 'We Care, We Value, We Serve' in all interactions with patients, co-workers, visitors, and other staff.

  • Perform other duties as assigned.

INTERNAL POSTING ONLY

ESSENTIAL SKILLS AND ABILITIES:

  • Leadership: Demonstrate proactive leadership and decision-making abilities.
  • Empathy: Show empathy and understanding towards patients and staff, fostering a supportive environment.
  • Problem-Solving: Apply creative problem-solving skills to address challenges and improve processes.
  • Communication: Utilize clear and effective communication to keep the team informed and engaged.
  • Dedication: Exhibit a strong dedication to patient care and staff development.
  • Adaptability: Demonstrate adaptability and flexibility in managing changing priorities and needs.
  • Team Collaboration: Foster a collaborative team environment that encourages input and participation from all staff members.
  • Accountability: Hold yourself and the team accountable for delivering high-quality service and meeting organizational goals.


Qualifications:

EXPERIENCE REQUIREMENTS:

  • Three (3) years of healthcare experience, preferably in a patient services environment.
  • Two (2) years supervisory experience.
  • Clinical experience a plus.
  • Contact center experience in a healthcare setting preferred. Knowledge of terminology used by insurance and managed care health plans.
    • Previous experience or familiarity with FQHCs preferred.
  • Medical terminology.
  • Knowledge of functions and relationships within a practice management and hospital environment preferred.
  • High School diploma or GED, Required; Associates Degree, Strongly Preferred

Physical Requirements:

  • Ability to work at a desk and use a computer for extended periods.
  • May require walking and standing during interactions with staff and patients.