Patient Care Supervisor

Orthofix

1d•Onsite

About The Position

The Patient Care Supervisor position requires a complete understanding of the Patient Care role. The supervisor must understand supporting departments to ensure timely reimbursements and to achieve department goals and corporate objectives, while meeting all established requirements for Medicare, FDA, and other government regulations. This role involves coordinating and implementing procedures for processing orders, providing technical expertise to internal and external customers, and serving as the primary liaison with doctors, hospitals, patients, and Orthofix management. The position requires performing a wide variety of complex duties, requiring initiative and significant judgment in problem-solving and decision-making that affects departmental metrics. The supervisor is responsible for resolving escalated phone calls, assisting patients with financial assistance in accordance with policies, and answering technical questions and troubleshooting product issues with high accuracy. Additionally, the role involves reviewing quality metrics, determining manpower needs for efficient and cost-effective department operation, creating and updating job aids/work instructions, and developing and training staff on departmental policies and procedures. The supervisor provides leadership direction to direct reports, offering constructive feedback to develop staff into a high-performing team, and supports employee growth. Regular attendance is required.

Requirements

Must be able to work in a team environment and abide by all Orthofix policies and procedures.
Excellent knowledge of the third-party payer process.
Exceptional analytical skills and decision-making abilities.
Exceptional communication skills are required with an emphasis on difficult telephone communications and non-routine questions.
Excellent organizational skills.
Detail oriented with an emphasis on quality.
Excellent time management and task management skills are essential.
Exceptional product knowledge required.
Excellent written and verbal communication.
Leadership and interpersonal skills.
Knowledge of anatomy and medical terminology.
Must project a professional image.
Able to balance multiple tasks.
Good utilization of computer skills; Microsoft Office.
Able to run various programs with ease.

Nice To Haves

3-5 years minimum medical device experience.
Previous lead or supervisor experience.
Bilingual is a plus.

Responsibilities

Timely completion of all corporate-wide and departmental training.
Understand and promote Compliance adherence.
Demonstrate effective interactions with peers and management; maintain effective communication lines/methods; engage management to help in solving problems as needed.
Coordinate and implement the procedures necessary to process orders, provide technical expertise to all internal and external customers and serve as the primary liaison with doctors, hospitals, patients, and Orthofix management.
Perform a wide variety of complex duties, requiring initiative and a significant amount of judgment in solving problems and decision making which affects departmental metrics.
Responsible for resolving escalated phone calls.
Able to assist patients with all financial assistance while in accordance with all financial policies and procedures.
Speak with patients, answer technical questions, and troubleshoot product issues according to established procedures with high accuracy.
Provide a wide review of quality and provide results to management. This may include call, account, and process reviews.
Determine manpower needs to operate the department efficiently and cost-effectively.
Create and continually update job aids/work instructions.
Develop and train on all departmental policies and procedures, work instructions, and job aids.
Provide leadership direction to direct reports by offering constructive feedback to help develop staff into a high-performing, goal-achieving team, and individuals.
Support and develop employee growth.
Prepares and submits periodic operating reports to immediate supervisor on the status of key metrics and quality.
Reinforce department standards through positive and solution-oriented communication.
Promote and exude a positive work environment.
Regular attendance is required.