PSA Supervisor (Call Center Supervisor) Vista Bilingual - #4024

TrueCare

Now is your chance to join TrueCare! The schedule is Monday-Friday from 8:00 a.m. - 5:00 p.m. or 11:00 am - 8:00 p.m. Occasional weekends.

TrueCare was established in 1971 with a mission of bringing affordable, comprehensive healthcare to everyone, regardless of their ability to pay. At TrueCare, we put your health first. Our compassionate team understands your needs and provides a heartfelt welcome to each and every person who walks through our doors.

The PSA Supervisor is responsible for overseeing and coordinating daily operations for the Patient Services Advocates (PSAs). This includes monitoring compliance with policies and procedures to assure the goals and objectives of coordination of care and reporting needs are met.

ESSENTIAL FUNCTIONS:

• Oversee and coordinates the daily activities of the PSAs with regards to 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; and manage Paid Time Off(PTO).
• 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 an assigned group or population to schedule appointments.
• Work closely with Director of PRE to ensure departmental goals are being achieved; 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 the 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; 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.

Qualifications Required:

• 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.

Qualifications Desired:

• Associate’s degree in a healthcare related field.
• Knowledge of medical terminology or primary care workflow.

The Benefits:

1. Competitive Compensation
2. Low-cost health, dental, vision & life insurance
3. 3 weeks PTO, 10 Paid Holidays
4. Tuition Reimbursement, Employee Assistance program

Licenses: Will be required to travel between all TRUECARE’ sites and locations therefore California Driver’s License, proof of insurance and clean driving record required.

At Truecare, we put your health first. Our compassionate team understands your needs and provides a heartfelt welcome to each and every person who walks through our doors.

Visit truecare.org to learn more! Health Inside. Come in! Salud Adentro. Bienvenido!