Patient Service Advocate Supervisor
4 days ago
We are seeking a highly skilled and experienced Patient Service Advocate Supervisor to join our team at TrueCare. As a key member of our operations team, you will be responsible for overseeing and coordinating daily activities of our Patient Services Advocates (PSAs) to ensure quality, timeliness, accuracy, and consistency in our patient care services.
Key Responsibilities- Oversee and coordinate daily activities of PSAs to ensure quality, timeliness, accuracy, and consistency in patient care services.
- Assign staff to various PSA projects based on skills and capacity.
- Create and maintain staff schedules, coverage plans, and assignments, as well as manage Paid Time Off (PTO).
- Monitor staff time and attendance daily and make appropriate corrections as needed.
- Train staff on processes and protocols for managing and following up with patients in assigned groups or populations to schedule appointments.
- Work closely with the Director of PRE to ensure departmental goals are being achieved and advise manager of issues that impede goal achievement.
- Ensure complete tracking and follow-up on all assigned projects.
- Produce and maintain reports for all assigned projects.
- Monitor workflow and ensure that outreach and scheduling are completed within established guidelines.
- Assist in tracking and reporting on staff productivity.
- Monitor quality by performing audits and ensure all associated processes are followed consistently.
- Make recommendations regarding changes, improvements, or enhancements to processes and assist with implementation.
- Serve as point of contact and perform trouble-shooting when problem situations arise pertaining to PSA projects.
- Address and resolve complaints related to customer service, escalating to the Director of PRE when necessary.
- Provide coverage for managing projects or assignments.
- Maintain confidentiality of Patient Health Information (PHI) by following all applicable Health Insurance Portability and Accountability Act (HIPAA) regulations.
- Coordinate and schedule trainings for staff.
- Assist with developing departmental protocols.
- Conduct weekly and/or monthly meetings as directed.
- Attend and participate in meetings, task forces, and committees as appropriate.
- High school diploma or equivalent.
- Two (2) years' of call center or back office experience in a healthcare setting.
- Two (2) years' of supervisory or lead experience in a healthcare setting.
- Knowledge of the HIPAA Privacy and Security Rule.
- Bilingual in English and Spanish.
- Availability to work outside of normal shifts (i.e., 11am to 8pm, Saturdays).
- Computer literacy working with PC-based software applications (e.g., EHR software) and proficiency with the Microsoft Office suite, including Outlook, Word, PowerPoint, and intermediate skill level in Excel.
- Associate's degree in a healthcare-related field.
- Knowledge of medical terminology or primary care workflow.
- Competitive Compensation
- Low-cost health, dental, vision, and life insurance
- 3 weeks PTO, 10 Paid Holidays
- Tuition Reimbursement, Employee Assistance program
Licenses: Will be required to travel between all TRUECARE sites and locations, therefore California Driver's License, proof of insurance, and clean driving record required.
At Truecare, we put your health first. Our compassionate team understands your needs and provides a heartfelt welcome to each and every person who walks through our doors.
Visit truecare.org to learn more about our organization.
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