Patient Service Advocate Supervisor
4 weeks 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 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.
- 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.
- Three weeks PTO, 10 paid holidays.
- Tuition reimbursement, employee assistance program.
California Driver's License, proof of insurance, and clean driving record required.
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