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Patient Service Advocate Supervisor
4 weeks ago
Truecare is seeking a highly skilled Patient Service Advocate Supervisor to oversee and coordinate daily operations for our Patient Services Advocates (PSAs). This is a critical role that requires strong leadership and communication skills, as well as a passion for delivering exceptional patient care.
Key Responsibilities:- Oversee and coordinate daily activities of PSAs to ensure quality, timeliness, accuracy, and consistency.
- 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 attainment.
- 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
Truecare is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees. If you are passionate about delivering exceptional patient care and have the skills and experience required for this role, we encourage you to apply.
