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SalarySt. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
The Supervisor, Patient Engagement – Access Center is responsible for the success of a team of Patient Engagement Partners, ensuring a quality patient experience is provided at all times through effective communication, scheduling and escalation, where needed. This role is responsible for accurate and timely scheduling of patient appointments and verification of all insurance available at time of the call. This role will also perform mentoring and leadership support to the team of Patient Engagement Partners, such as providing performance feedback, resolving queries, and day-to-day training. JOB DUTIES AND RESPONSIBILITIES:
- Serves as a resource and Subject Matter Expert (SME) for other team members and internal customers.
- Handles escalated calls, resolving more complex patient issues independently and in partnership with others in real time whenever possible.
- Effectively collaborates and maintains relationships with practices to ensure streamlined scheduling processes for patients.
- Monitors productivity, schedule adherence and quality standards, and proactively works to achieve defined service levels.
- Monitors Patient Engagement Partner activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to the Manager, Patient Engagement.
- Partners cross functionally with the Trainer – Access Center, Quality Assurance team and other Supervisors to ensure that the Patient Engagement Partners have effective training and QA programs and escalates, when necessary, the need for new or additional training and/or QA reviews.
- Collaborates with supervisors and Workforce Management to effectively plan, optimize staffing and flex daily staffing, and monitors supply and demand to maintain service levels.
- Ensures Patient Engagement Partners are properly equipped with necessary technology, resources, and tools required to serve patients and address scheduling requests efficiently.
- Analyzes current procedures, bringing suggestions for improvement to the attention of Manager, Patient Engagement.
- Regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity.
- Collaborates with the practice to establish rapport with the Practice Operations Manager while serving as a point of contact for specialty team matters.
- Other duties as assigned.
PHYSICAL AND SENSORY REQUIREMENTS:
Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision.
EDUCATION:
High School degree or equivalent required.
Business certificate or Associate Degree preferred.
TRAINING AND EXPERIENCE:
Minimum of 2 years’ experience in front desk and/or practice operations leadership required.
Healthcare background required.
Proficiency in Microsoft Office Suite required
Strong ability to handle difficult customer calls and resolve their issues required.
Demonstrated mentorship and coaching skills required.
Minimum of 3+ years' experience of previous call center experience preferred.
Electronic Medical Record system experience preferred.
Competencies required:
- Strong business acumen
- Skilled in all forms of communication
- Effectively able to develop self and others
- Leadership presence/EQ, presents as a composed and competent leader
- Quality focused
- Exudes patient and customer service focus
- Shares a compelling strategy that inspires other
Ability to work from home in accordance with the Network Work from Home Policy if needed.
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
St. Luke's University Health Network is an
Equal Opportunity Employer.
