Patient Services Supervisor

2 weeks ago

Midlothian, United States Accessia Health Full time
Job DescriptionJob Description

At Accessia Health, our commitment to Compassion, Accountability, Person-Centered Care, and Service isn't just a set of words; it's the foundation of who we are. These values drive us to build strong relationships, foster innovation, and achieve excellence in everything we do.

Summary:

Accessia Health is currently seeking a Patient Services Supervisor who will directly report to the Director, Operations. The Patient Services Supervisor oversees the daily operations of the department to ensure efficient operations and optimizes patient satisfaction and flow of Accessia Health's programs and services.

Salary: This role has a target salary of $55,000 to $60,000 annually, based upon various factors including location, experience, and education.

Core Job Responsibilities:

  • Provides leadership and management expertise to guide daily operations of the department.
  • Supervise all inbound and outbound calls with patients, physicians, and others to ensure quality, productivity, and service expectations are met, handling elevated customer issues as needed.
  • Creates and promotes a customer service-oriented work environment with staff to improve patient experience.
  • Consistently manages all team activities to ensure efficient and effective patient assistance delivery in compliance with all applicable federal, state, and internal guidelines and regulations.
  • Manages external business relationships with grantors, serving as the subject matter expert and point of contact for all programmatic needs.
  • Establishes daily staff schedules based on volume, historical data, and other anticipated events.
  • Monitors productivity of patient services representatives and generates reports, delivering timely and effective recommendations for corrective action in accordance with established policies.
  • Ensures ongoing training for employees including orientation and procedural updates according to Accessia Health policy as well as employee and organizational needs.
  • Responsible for personal professional development to ensure appropriate knowledge of systems and advances in healthcare impacting patient assistance.
  • Produce operational reports and conduct frequent quality assurance audits ensuring data integrity.
  • Works closely with Case Management Specialists coordinating additional follow-up as needed to provide top-tier case management and customer service.
  • Works with the Director of Operations in departmental human resources management.
  • Consistently communicates with senior management to keep abreast of successes and challenges.

Desired Education and Experience:

  • Bachelor's degree in business or related field of study and a master's degree is preferred.
  • A minimum of 3-5 years of management experience, with at least 1 year of management in a clinical or healthcare management setting required.
  • Experience in a call center or customer service environment required.
  • Working knowledge of developing policies, procedures, processes and programs and identifying and resolving problems
  • Excellent oral and written communication, organization, and time management skills to establish and maintain effective, cooperative working relationships with employees and act as a liaison to third parties.
  • Ability to multi-task in a fast-paced environment while maintaining an exemplary level of organization and productivity.
  • Self-driven with excellent interpersonal skills and a proven ability to effectively motivate staff.
  • Ability to work in a team environment as well as independently with minimal supervision.
  • Analytical skills and objective judgment are required to effectively manage problem resolution.
  • Ability to prepare and deliver presentations and analysis to various audiences to include donors and outside business contacts.
  • Proficiency in using Microsoft Office applications and Outlook.
  • Effective training and staff development skills.

Essential Traits:

  • Leadership Skills: The ability to provide effective leadership and management expertise to guide daily operations and inspire a team towards achieving organizational goals.

  • Customer Service Orientation: A strong focus on creating and promoting a customer service-oriented work environment to enhance patient experience and satisfaction.

  • Communication Skills: Excellent communication skills are essential for effectively supervising inbound and outbound calls, managing external business relationships, and communicating with both staff and senior management.

  • Organizational Skills: The capacity to efficiently manage team activities, establish staff schedules, monitor productivity, conduct quality assurance audits, and produce operational reports.

  • Adaptability and Continuous Learning: A willingness to adapt to changes in healthcare systems and regulations, as well as a commitment to ongoing personal and professional development to stay updated on advances in healthcare impacting patient assistance.

Accessia Health is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage qualified individuals from all backgrounds to apply.


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