PEC OPT/Patient Engagement Center Supervisor

Eye Care Partners Career Opportunities•Ballwin, MO

10h•Remote

About The Position

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit www.eyecare-partners.com. Job Title: PEC Patient Engagement Center Supervisor Must reside in the following states: AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, VA Job Summary The Supervisor, Patient Engagement Center (PEC) is responsible for managing the daily operations of their assigned Patient Engagement Center team. The Supervisor is accountable for leading their team in execution of goals and key performance indicators (KPIs). They support the overall departmental goal of delivering world class patient care as measured by quality results, valuing our patient’s time and conversion rates. The Supervisor reports to the Manager, Patient Engagement Center and works closely with practice leadership and administration

Requirements

High School Diploma or GED
1+ years of supervisory/management experience in a high-volume, fast paced call center and/or medical office experience and ability to multitask is preferred.
Experience in multiple systems and programs required (Electronic Medical Records, Microsoft Office Suite).
Interpersonal skills to support customer service, functional, and teammate support needs Ability for basic to intermediate problem solving, including mathematics Intermediate computer operation. Must be able to work with multiple systems and programs
Able to communicate effectively in English, both verbally and in writing
Specialty knowledge of systems relating to job function Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines
For remote team members, maintain the ability to work in a remote environment while performing required duties and remaining patient focused. Able to work varying shifts including early mornings/evenings to attend meetings and cross training or support other initiatives. The team member is responsible for providing and maintaining a workspace where interruptions are controlled during work hours. The work area should have minimum noise and distraction and be suitable for guarding confidential Company information.

Responsibilities

Deliver excellence in customer service and world class patient care by making the most effective and efficient use of the PEC Advocate team and technology resources.
Responsible for the direct oversight for the PEC Advocates providing servant leadership. Initiate feedback and positive communication while measuring performance, motivating and promoting a healthy work environment.
Drive and support overall departmental goal of delivering world class patient care, as measured by quality results, valuing our patient’s time, conversion rates, providing exceptional patient care equally in all scorecard metrics for all agents.
Provide guidance, education, and monitoring of staff on processes for Referrals team members and serve as a key resource via email, phone calls, chat for providing operational support to the Referrals team members.
Work cooperatively with the PEC Team and Clinic Teams to accomplish the goals of the department via chat, email, phone call and in person where applicable
Provide positive coaching and be a role model of expectations to the team. A change management advocate and leader.
Maintain consistent quality team relation practices in accordance with company guidelines and provide effective communication, training, development and support of team members.
Monitor calls, QA, call reports, and down time tasks for each PEC Advocate on a routine basis and give ongoing feedback resulting from each call.
Maintain a current understanding of clinic operations and procedures and ensure PEC Advocates are up to date.
Ensure understanding and compliance with Company Policy and Federal/State/Local Law (i.e. HIPAA, DOL, etc.)
Handle escalation calls, as necessary, from patients in regards of scheduling concerns and the EMR system.
Work closely with and communicate regularly with other managers and supervisors to create cohesion, positive work relations and efficiency between the different departments and sites.
Investigate patient, team member, and practice complaints and counsel or manage accountability, as needed.
Maintain a positive working relationship with practice physicians, extended team, patients, and other healthcare professionals.
Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Performs other duties that may be necessary or in the best interest of the organization.