Patient Service Advocate Supervisor

4 weeks ago


San Marcos, California, United States TrueCare Full time
Job Summary

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 high-quality patient care and excellent customer service.

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.
  • 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 goals from being met.
  • Ensure complete tracking and follow-up on all projects assigned.
  • Produce and maintain reports for all projects assigned.
  • Monitor workflow and ensure that outreach and scheduling are completed within guidelines established by the department.
  • 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 and escalate to 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.
Requirements
  • 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.
Preferred Qualifications
  • Associate's degree in a healthcare-related field.
  • Knowledge of medical terminology or primary care workflow.
Benefits
  • Competitive compensation.
  • Low-cost health, dental, vision, and life insurance.
  • Three weeks PTO, 10 paid holidays.
  • Tuition reimbursement, employee assistance program.
License Requirements

California Driver's License, proof of insurance, and clean driving record required.



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