Supervisor – Call Center, Department of Population Health

BronxCare Health System•City of Yonkers, NY

24d•$73,500

About The Position

The Supervisor – Call Center oversees and actively contributes to the daily operations of the BronxCare Outreach Team within the Department of Population Health. The supervisor interacts with patients professionally, courteously, and in a culturally sensitive manner, using electronic medical record dashboards to identify patients who need outreach. The role contacts patients by phone and mail to engage them in care and help close gaps in clinical quality measures. The supervisor maintains familiarity with managed care organization quality incentive programs and monitors and coaches team employees in effective patient communication and efficient use of the electronic medical record. The supervisor supports clinic-based outreach efforts and contributes to population health management and improvement of care quality for BronxCare patients. Responsibilities include assisting with employee training, monitoring, evaluation, and scheduling; conducting quality assurance audits; and coordinating with clinic-based outreach team members and practice managers across Ambulatory Care.

Requirements

Two to five years of supervisory or managerial experience.
High school diploma or GED; a bachelor's degree is also listed in the qualifications.
Excellent verbal and listening skills for clear and effective communication.
Excellent problem-solving, decision-making, and conflict-resolution skills.
Teamwork skills and ability to coordinate with practice managers and clinic-based outreach teams.
Extensive computer skills, including ability to adapt quickly to an electronic medical record and use Microsoft Word and Excel.
Knowledge of integrated Windows software, including Microsoft Word, Access, and Excel.

Nice To Haves

Experience interacting with patients in a health care setting.
Patient outreach experience.
Familiarity with managed care organization quality incentive programs.
Fluency in English and Spanish; additional languages are a plus.

Responsibilities

Establish and maintain positive relationships with patients, visitors, and employees, interacting professionally and appropriately and supporting a positive public perception of BronxCare Health System.
Participate in departmental performance and quality improvement activities, including data collection and analysis, implementation of and compliance with risk management and claims activities, participation in Continuous Quality Improvement teams, and adherence to safety, security, incident reporting, infection control, and patient and customer service policies.
Support clinic-based outreach efforts by overseeing and actively participating in the centralized Outreach Team.
Contribute to population health management and care quality by helping close gaps in clinical quality measures, including cancer screening, chronic disease management, and preventive care access; maintain familiarity with managed care quality incentive programs.
Assist with training, monitoring, evaluating, and scheduling Outreach Team employees.
Use electronic medical record data dashboards to identify patients who need outreach.
Contact patients by phone and mail to engage them in care, explain the importance of completing outstanding appointments or tests, and assist with scheduling them.
Conduct quality assurance audits and monitor entry of patient demographic and insurance information, effective patient communication, and efficient use of the electronic medical record.
Administer, assist with, and monitor goal setting, problem solving, decision-making, and conflict resolution.
Liaise with clinic-based outreach team members and coordinate with practice managers to sustain patient outreach and education across Ambulatory Care.