Patient Engagement Center Team Leader

2 weeks ago

Wheat Ridge, Colorado, United States Intermountain Health Full time

Position Overview:

This role involves overseeing the Patient Engagement Center, ensuring optimal operations and fostering a supportive environment for staff and patients alike.

Work Schedule: Monday to Friday, 7 AM to 5 PM; closed on six major holidays.

Core Responsibilities:

  • Uphold and promote the mission, vision, and values of Intermountain Health, adhering to established service behavior standards.
  • Model and communicate the values of Intermountain Health through effective orientation, mentoring, and performance evaluations of team members.
  • Contribute to the development and execution of strategies aimed at enhancing the work culture within the Patient Engagement Center, focusing on comprehensive training and skill enhancement.
  • Collaborate closely with the Patient Engagement Center Manager to ensure alignment and support.
  • Establish and maintain positive relationships with clinic managers and supervisors to address needs and ensure compliance with guidelines.
  • Demonstrate reliability and initiative by completing tasks promptly and assisting colleagues as necessary.
  • Build rapport with caregivers to foster trust within the healthcare team.
  • Work with the centralized services team to assist in interviewing candidates for departmental roles.
  • Facilitate enrollment of caregivers in relevant training programs to ensure effective skill development.
  • Oversee the onboarding and training processes for new team members.
  • Identify skill gaps and implement action plans to address deficiencies.
  • Coordinate and lead departmental meetings, providing coaching and constructive feedback to team members.
  • Conduct and document annual performance evaluations for each caregiver.
  • Ensure compliance with company policies, standards, and HIPAA regulations.
  • Manage quality assurance initiatives with Patient Engagement Center Leads to guarantee high-quality, patient-centered care.
  • Plan and implement staff development activities to enhance team capabilities.
  • Prepare work schedules and monitor departmental metrics and KPIs to achieve goals.
  • Act as a Patient Engagement Center Specialist during peak times, fulfilling essential duties as required.
  • Perform additional duties as assigned.

Qualifications:

Education:

  • Required: High School Diploma or equivalent.
  • Preferred: Bachelor's degree.

Experience:

  • Required: Three years of experience in a call center or front/back-office role within a healthcare organization.
  • Preferred: Two years of leadership or supervisory experience, with a background in call center operations.

Physical Requirements:

Must be able to perform essential job functions effectively.

Benefits:

Intermountain Health offers a comprehensive benefits package designed to support the well-being of our caregivers, fostering a culture of wellness that encompasses physical, mental, and emotional health.

Diversity and Inclusion:

Intermountain Health is committed to diversity, equity, and inclusion in the workplace, ensuring equal opportunity for all qualified applicants.

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