Patient Service Center Supervisor

Tenet Healthcare Corporation•El Paso, TX

41d

About The Position

The Patient Services Center Supervisor is responsible for providing guidance and mentoring of new and/or existing staff with daily work effort and proper handling of patient accounts. The Supervisor can have oversight of either or both the financial clearance and scheduling functions. The Supervisor will provide coordination and management of the Patient Service Center Team to maximize quality of service. This includes monitoring, evaluating, and coaching Team members. The Supervisor is responsible for team member productivity in achieving Service Center standards such as service level, abandonment rate, work time, calls/accounts handled per day and customer service and any other metrics used in operating the center.

Requirements

Excellent interpersonal and organizational skills
Demonstrated leadership abilities
Thorough knowledge of computer systems in Health Care Information System
Knowledge of function and relationships within a hospital environment required
Customer service skills and experience
Ability to work in a production driven call-center environment
Familiarity with working with dual computer monitors (may be required to use dual monitors)
Must have basic typing ability
Must have working knowledge of Windows based computer environment
Ability to multitask in multiple systems (financial clearance and scheduling) simultaneously
Extensive multitasking ability
Ability to receive and express detailed information through oral and written communications
Understanding of Third Party Payor requirements required
Understanding of Compliance standards required
Builds and maintains collaborative relationships with both internal and external Clients that lead to more effective communication and a higher level of productivity and accuracy
Must be able to appropriately interpret physician orders, medical terminology and insurance cards while maintaining Conifer Standards of Care
Hold team members accountable for achievement in meeting the departmental goals and performance metrics, including timely completion of all educational and HR requirements
Required: High school diploma or GED

Nice To Haves

Course in Medical Terminology preferred
Preferred: 2 or 4 year college degree
Preferred: 3-5 years of experience in a call center environment preferred
Preferred: 3-5 years of experience in healthcare industry
Preferred: 2 plus years in supervisory or lead role

Responsibilities

Provides daily support/mentoring/training to new hires as well as existing PSC staff.
Develops a culture of service excellence by ensuring that the staff is consistent in delivering a positive customer service experience at all times
Acts as part of the management team to ensure that the group is meeting all operational goals, including but not limited to reviewing current POS collections, denials, daily metrics, compared to targets to drive staff awareness and discussion
Perform full patient financial clearance and/or scheduling as needed in order to maintain service level to provide exceptional customer service to patients
Responsible for the monitoring of daily activity and completion of performance and metric reports such as financial clearance or scheduling reports; also can perform special projects and reporting when assigned
Enforces departmental policies, practices, procedures and work rules in accordance with approved department and hospital policies and assists in the development and implementation of new policies according to hospital and corporate guidelines.
Participates in and coordinates daily team huddles to provide reminders, education and information and to sustain a culture of engagement, collaboration, staff appreciation and ongoing communication.
Answers inquiries and provides information to client/hospital directors, managers and staff as needed to assist with patient issues and follow-up. Provides assistance in managing escalated issues as needed.

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