Patient Representative/Call Center Supervisor

Marillac is looking to add a Patient Represtative/Call Center Supervisor to our growing team!

Do you have a drive to help others? As a Federally Qualified Healthcare Center, Marillac provides primary care, behavioral health and dental services to the Mesa County community. Our passion is delivering quality care to all that need it.

As the Supervisor of our Patient Reps and Call Center, you will be a key component in the quality care we strive to deliver.

Job Summary:

The Patient Representative/Call Center Supervisor will oversee the positions within the Rev Cycle, including by not limited to for Patient Representatives, Call center.

Essential Functions:

• Responsible for the overall daily management of patient registration, and call center

• Assist the Practice Manager and COO in establishing department KPI’s, goals and protocols.

• Provides a wide range of technical oversight, assistance, and coaching to Call Center and Patient representatives staff agents.

• Provides program recommendations, critical decision-making, and coordination of assignments.

• Independently analyzes call volume, abandonment rate, and staffing metrics to direct the movement of personnel as needed to ensure adequate coverage on shifts experiencing greatest call volume.

• Independently analyzes the workflow of patient registration to ensure workflows are effective and efficient.

• Support the management of the medical schedules to ensure optimized utilization for providers based on predetermined scheduling practices.

• Provides analytics on patient scheduling to compare and adjust based on utilization needs.

• Responsible for understanding and applying staff and provider scheduling guidelines for the medical and behavioral health clinics. Coaches and mentors call center staff to abide by these guidelines.

• Utilizing protocols and normally adopted appointment scheduling standards, determines the urgency of the appointments and schedules patients appropriately utilizing this knowledge. Reschedules patients as needed following same guidelines.

• Uses data analysis to recommend modifications to procedures, staffing, and equipment and clinic operations and template management.

• Determines appropriate schedules for work, lunch, training, and other necessary periodic activities as needed. Coordinates and integrates interdepartmental and intradepartmental services and initiatives with leadership to ensure goals are consistent with Marillac Health’s mission and vision.

• Recommends appropriate courses of action to correct or enhance capabilities and to improve access to care for all patients through compilation, interpretation, and analysis of metrics to determine effectiveness of proposed process improvements.

• Recommends project timelines consistent with good business practices. Implements projects, decides methodologies, and evaluates results using trend analyses and other metrics to make additional adjustments to procedures and processes as needed to ensure achievement of goals.

• Prepares reports and assists the Practice Manger and Chief Operations Officer with managing access to care, business planning, utilization and resource management, and clinical capabilities.

• Participates in quality improvement activities to improve the department/section as well as the organization.

• Assisting other management team members in identifying trends and establishing goals.

• Collaborates with Practice Manager to maintain accurate schedules in the EMR/EDR.

• Performs other duties as assigned.

Competencies:

· Supervisory skills

· Medical Office Leadership

· Strong Computer Literacy, Office Suite

· Healthcare Analytics (Scheduling, workflows etc)

Required Education/Experience:

• High School Diploma, or equivalent

• 3 years' experience in a medical setting with increasing responsibilities including some supervisory experience.

Preferred Education/ Experience:

· Bachelor's degree, business, healthcare or equivalent.

Work Environment:

This position performs duties in a healthcare facility setting. This may include performing duties within the view of patients or members of the public.

Posted 6/2/2023 - until filled