Healthcare Support Team Leader

2 weeks ago

Gillette, Wyoming, United States Hoskinson Health & Wellness Clinic Full time

About Us:

At Hoskinson Health & Wellness Clinic, we are a newly established, physician-led healthcare facility dedicated to delivering comprehensive health and wellness services.

Our mission is to provide essential healthcare resources to our community and effectively address the needs of our patients.


Company Mission and Philosophy:


Owned by a group of dedicated physicians, Hoskinson Health & Wellness Clinic aims to eliminate long-standing disparities in the healthcare sector.

Our goal is to empower patients to lead healthier lives by offering integrated care through a diverse range of specialists and support services.

We adopt a holistic approach to health, emphasizing regenerative and longevity practices that complement treatment plans, preventive care, and collaborative case management.

We believe that every patient is more than just their diagnosis and deserves access to top-notch education and resources.

To fulfill this mission, we leverage advanced technology, promote teamwork, and maintain lower patient volumes to ensure personalized attention from our staff.


Position Overview:


The Healthcare Support Team Leader will oversee the daily operations of our medical call center, guiding a team of medical assistants and support personnel while ensuring effective patient communication and appointment scheduling.

This position demands strong leadership skills, a comprehensive understanding of medical office protocols, and a commitment to enhancing service quality.


Key Responsibilities:

  • Leadership & Team Management:
    Direct and mentor a team of medical assistants and call center personnel, including recruitment, training, and performance evaluations.
    Conduct regular team meetings and individual sessions to provide support, address concerns, and cultivate a collaborative atmosphere. Develop and implement training initiatives to ensure staff are well-versed in medical procedures, compliance, and patient interaction standards.

Operational Oversight:

Supervise daily call center functions, ensuring that patient inquiries, appointment scheduling, and other requests are processed efficiently and accurately.

Monitor call center performance metrics, such as call volume, wait times, and patient satisfaction, to meet service level objectives.

Establish and uphold call center policies and procedures, ensuring compliance with healthcare regulations and best practices.


Patient Care & Communication:
Manage patient scheduling to guarantee timely and precise appointment arrangements. Address and resolve escalated patient concerns or complaints with professionalism and empathy. Ensure all patient interactions are conducted with confidentiality and sensitivity in accordance with HIPAA regulations.

Process Improvement:
Identify opportunities for process enhancements and implement changes to boost call center efficiency and patient satisfaction. Collaborate with other departments to streamline communication and improve overall patient service delivery.

Resource Management:
Oversee call center staffing levels, including scheduling and shift planning, to ensure adequate coverage during peak periods.

Qualifications:
Manage the utilization of call center technology and ensure staff are proficient in relevant software and systems. An Associate's or Bachelor's degree in Healthcare Administration, Medical Assisting, or a related field (or equivalent experience) is required.

Demonstrated experience in a medical call center or healthcare leadership role, with a solid understanding of medical office operations and patient care.

Previous supervisory or managerial experience, showcasing leadership and team management capabilities. Excellent communication and interpersonal skills, enabling effective interaction with patients and staff. Proficiency in medical call center software, electronic health records (EHR) systems, and Microsoft Office Suite. Strong organizational skills with the ability to juggle multiple priorities and navigate high-pressure situations.

Preferred Qualifications:
Certification as a Medical Assistant (CMA), Licensed Practical Nurse (LPN), or Registered Nurse (RN) or equivalent. Experience in customer service is advantageous.

Benefits:

Health Insurance:
Our company covers 100% of your health insurance premiums, including a low-deductible health plan through Cigna, along with Vision and Dental coverage.

Additional Insurance:
$50 monthly employer contribution for Disability, Life insurance, Cancer coverage, Accident policies, and more through a supplemental provider.

Retirement:
Up to 8% match for retirement contributions, with no waiting period. Generous vacation and sick leave policies with accrual and carry-over options.

Continuing Education:
HHWC supports the professional development of all employees with HR approval. We are an equal opportunity employer, committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programs, and activities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

To request reasonable accommodation to participate in the job application or interview process, please contact Human Resources.

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