Patient Appointment Services (PAS) - Supervisor

Federal Staffing Resources•Tacoma, WA

6d•$77,000 - $80,168•Hybrid

About The Position

This civilian position supports the military community by overseeing Patient Appointment Services (PAS). The role involves managing a team of agents who handle a range of functions including verifying beneficiary eligibility through the Defense Enrollment Eligibility Reporting System (DEERS), updating patient demographic information, and scheduling, canceling, and rescheduling beneficiary appointments for Military Treatment Facility (MTF) primary or specialty care. The work also includes making outbound calls to facilitate the scheduling of specialty appointments, preventative health appointments, and surgery reminder calls. The supervisor will play a key role in coordinating appointments with other MTFs to meet TRICARE access standards. Additionally, the role involves managing the processing of specialty care referrals, determining whether to "Appoint to MTF" or "Defer to Network (DTN)" based on MTF capabilities and DHA access to care standards. The supervisor will also oversee the retrieval of health care records from civilian providers, upload network care results into the electronic health record, and manage secure message service transmittal requests, drive-time mapping, and outbound letters to beneficiaries.

Requirements

High school diploma or General Educational Development (GED) equivalency
3 years management experience, in which two years shall be management of professional and administrative personnel
Medical terminology/experience required for RMS/CLR Supervisor.
Demonstrated experience working closely with senior personnel, government employees, and other contractors
Capable of establishing mission-oriented teams and resolving personnel issues in a timely fashion.
Familiar with performance management, quality control, accounting and finance standards/practices.
Proficiency in Microsoft 365 including Teams, Excel, and Outlook, with the ability to efficiently navigate and use these tools in a professional work environment.
Strong computer literacy, including the ability to learn and adapt to new systems, applications, and technologies.
Demonstrate superior customer service skills, with a professional, courteous, and solutions-oriented approach to internal and external customers.
Strong verbal and written communication skills, with the ability to communicate information clearly, accurately, and professionally.
Proven critical thinking and problem-solving skills, with the ability to analyze situations, identify solutions, and make sound decisions.
High level of attention to detail and accuracy in completing work and maintaining records.
Must be a US Citizen

Nice To Haves

Working knowledge of military healthcare processes and health administration (highly preferred).
Experience managing a fast-paced, high-volume call center (highly preferred).
CXOne, MHS Genesis, and other call center software experience (preferred).

Responsibilities

Oversee daily staff activities and performance metrics to ensure overall program success.
Collaborate closely with Project Manager, external business partners, and organizational leadership.
Review and approve employee timekeeping records in a timely and accurate manner.
Develop and provide solutions to support departmental implantation plans and operational objectives.
Compile and deliver monthly data reports to ensure alignment with contract metrics and requirements.
Manage employee performance by maintaining detailed documentation of deficiencies, improvement opportunities, and positive feedback, and conduct regular performance reviews with direct reports.
Monitor, coach, and support call center agents to ensure adherence to performance expectations and quality standards.
Evaluate, track, and analyze agent performance metrics including call handling time, customer satisfaction, and script adherence.
Delegate/distribute workloads as needed.
Ensure all agents adhere to company policies, procedures, and compliance standards.
Address any conflicts or issues that arise among team members, aiming to maintain a positive work environment.
Identify opportunities to improve processes, workflows, and service quality, implementing changes as appropriate.
Partner with internal departments and organizational leadership to support seamless operations across the organization.
Participate in meetings, briefings, and discussions as required to support business and operational needs.
Oversee assigned internal departments, including but not limited to: Protocols, Policies, Outbound, etc.
Manage projects and operational initiatives, ensuring alignment with organizational objectives and compliance standards.
Lead and support a team of remote, hybrid, and/or in-office agents using modern technology for coaching, meetings, and performance development.