Supervisor Pre Service Lead

4 weeks ago


New Berlin, Wisconsin, United States Advocate Aurora Health Full time
Job Summary

As a Supervisor Pre Service Lead at Advocate Aurora Health, you will be responsible for overseeing the day-to-day operational and personnel activities of the pre-service contact center. Your primary goal will be to ensure exemplary customer service and an optimal patient-centered experience. You will act as a liaison to Pre-Service Contact Center clients, resolving complex escalated client concerns and disputes. Additionally, you will ensure patient complaints/issues are appropriately addressed and service recovery is applied when necessary.

Key Responsibilities

• Supervise the day-to-day operational and personnel activities of the pre-service contact center
• Act as a liaison to Pre-Service Contact Center clients
• Resolve complex escalated client concerns and disputes
• Ensure patient complaints/issues are appropriately addressed and service recovery is applied when necessary
• Review activity reports and work with staff to ensure performance gaps are identified and continuous improvement efforts are made
• Provide ongoing education to staff as new data or pre-service applications are initiated
• Develop and implement process improvements and effectively manage change to ensure departmental objectives are met
• Assist in the development and maintenance of pre-service productivity and management reporting tools
• Monitor queues and track phone data, evaluating service levels according to established metrics
• Work closely with clinical and business office leadership to maintain high-quality, consistent standards
• Participate in data review efforts to identify gaps and maximize the pre-service contact center processes, applications, cost-savings, and revenue-producing capabilities
• Collaborate with workforce and operations analysts to problem-solve and respond to system operation and data reporting issues, involving leadership when necessary
• Perform human resources responsibilities for staff, including coaching on performance, completing performance reviews, and overall staff morale
• Recommend hiring, compensation changes, promotions, corrective action decisions, and terminations

Requirements

• Bachelor's Degree (or equivalent knowledge) in Business Management or related field
• Typically requires 3 years of experience in healthcare experience and/or related industry experience
• Proven ability to effectively network and problem-solve for internal and external customers
• Previous healthcare or pre-service experience
• Solid understanding of the healthcare industry and pre-service applications
• Demonstrated effective interpersonal, organizational, and decision-making skills
• Must have a strong customer service orientation and a creative, positive, sales-oriented approach
• Team player, facilitator, and risk-taker
• Advanced computer skills and knowledge

Working Conditions

• Must be available to work a varied work schedule to accommodate the needs of the contact center's hours of operation
• Position requires travel
• May be exposed to road and weather hazards
• Exposed to a normal office environment
• Operates all equipment necessary to perform the job

About Advocate Aurora Health

Advocate Aurora Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia, and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics, and rehabilitation, as well as organ transplants, burn treatments, and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation's largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

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