About the position
The Supervisor-Call Center serves as a patient access expert to provide recommendations to improve workflows and enhance the scope and future trajectory of the Call Center and Referral Center. This role is responsible for managing the processes of the department to ensure that complete and accurate demographic and financial data is captured in a consistent and timely manner. The supervisor will ensure that EPIC workflows are consistently reviewed as they pertain to the clinic, and that communication and education are consistently delivered to staff to optimize EPIC functionality within BMG Clinics. The supervisor ensures consistency in delivering services efficiently, timely, and with high quality to all locations and physicians, while also ensuring that all federal and state compliance requirements are met. The supervisor strives to reach and maintain department goals at the highest standard in all areas of responsibility, takes initiative to improve processes, and strives for positive customer outcomes. This position leads by example, maintains quality, training, and system enhancements within the department, and performs all other duties as assigned.
Responsibilities
- Manage the day-to-day operations, planning, measuring, and execution of the call center and areas as assigned.
- Oversee training and education for all schedulers and physician referral representatives.
- Evaluate the performance of department personnel and initiate recommendations for personnel actions such as promotions and disciplinary actions.
- Manage call center and referral center team members and coordinate resources, activities, and personnel associated within BMG Clinics.
- Provide strategic planning, education, and oversight to the centralized call center and referral center covering BMG Clinics.
- Develop and implement a cross-training program for key positions with continuous monitoring of training efforts.
- Build and perform monthly education sessions for call center and referral center staff.
- Participate in the formulation and maintenance of continuous programs for the orientation, training, and career development of staff.
- Perform staff audits to ensure staff are utilizing applications according to optimal workflow recommendations.
- Oversee payer access, including adding and terminating staff access and conducting audits.
- Oversee all provider schedule builds and changes within the Epic system.
- Work in conjunction with leadership to verify processes and procedures are standard across BMG Clinics.
- Support centralized system processes in the scheduling areas.
- Perform other duties as assigned.
Requirements
- 2-4 years of Healthcare/Medical-Business Operations experience required.
- 2-5 plus years of hospital operational supervisory experience in a healthcare setting.
- Experience in patient access preferred.
- Bachelor's degree in Healthcare Administration, Business/Management, Information Systems, or other Healthcare discipline required.
- Proficient computer skills.
- Interpersonal skills sufficient to effectively and cordially interact with staff, patients, medical staff, families, and visitors.
- Time management, analytical, and negotiation skills.
- CHAA Certification through the National Association of Healthcare Access Management within 15 months of hire.
