Patient Access Supervisor
About The Position
Opportunities with ProHealth Physicians, part of the Optum family of businesses. When you work at ProHealth Physicians, your contributions directly sustain the health and well-being of our community. Discover high levels of teamwork, robust medical resources and a deep commitment to exceptional care and service. Join a leading community-based medical group and discover the meaning behind Caring. Connecting. Growing together. The Patient Access Supervisor plays a critical part in the success of the Patient Access Center. The PAC Supervisor will oversee 30 or more Patient Access Coordinators and is responsible for having a well-rounded knowledge of all sites, services, and workflows. This role is equally challenging and rewarding. You'll be asked to mentor, challenge, and communicate effectively with all different types of people. Position Details: Location: 3 Farm Glen Boulevard, Farmington, CT, 06032 Hours: 40 hours/weekly, full time. Monday through Friday, hours ranging between 8:00AM - 6:00PM
Requirements
- High School Diploma / GED (or higher)
- 2+ years of customer service experience
- 2+ years of supervisory or leadership experience
- Experience in the healthcare industry or medical office
- Experience with scheduling system and electronic medical record systems
- Proficient with Microsoft Office Suite like Excel, Word and Outlook
Nice To Haves
- Experience working in a call center environment
- Experience working with an electronic health record (i.e. AllScripts / Epic)
Responsibilities
- Act as the subject matter expert in all areas of patient scheduling and access
- Coordinate and supervise daily/weekly/monthly activities of team members
- Set priorities for the team to ensure task completion and performance goals are met
- Coordinate work activities with other supervisors, managers, departments, etc.
- Provide feedback for annual performance reviews and formal corrective action
- Assist in hiring process for all Patient Access staff, including reviewing candidates and interviewing
- Promote staff and team engagement, advocating for team members as needed
- Investigate scheduling errors and work with Team Leads to correct
- Audit all Patient Access teams for accuracy, ensure workflows are followed
- Facilitate communication between Patient Access Manager and Patient Access Team Leads & Coordinators
- Identify and resolve operational problems using defined processes, expertise and judgment
- Communicate with physician office staff on patient concerns, requests and scheduling changes
- Ensure that all actions comply with relevant guidelines protecting personal and health information (e.g., HIPAA requirements)
- Follow departmental policies & procedures, workflow guidelines and escalation processes at all times
- Ability to work in a real-time (live) high call volume, online environment while working at a computer screen for long periods of time
- Above average critical thinking skills to listen/read, interpret, evaluate and resolve customer issues with minimal supervision and positive outcome
- Demonstrated ability to exercise exceptional judgement and exhibit highly effective interpersonal and conflict management skills when handling sensitive and/or confidential information and situations
- Ability to interact with a variety of customers including patients, healthcare staff members and physician office personnel, utilizing professional email and telephone etiquette
- Must possess solid verbal, written, active listening and interpersonal communication skills
- Perform other duties as assigned
Benefits
- In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
- No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
