Supervisor - Care Center

Kennedy Krieger Institute•Baltimore, MD

3d•$50,786 - $87,503

About The Position

The Supervisor, Care Center oversees the day-to-day operations of the Care Center for the Center for Neuropsychological & Psychological Assessment (CNaP). The role provides leadership and guidance on insurance clearance, scheduling coordination, and resolution of patient concerns, while ensuring appropriate staffing coverage and high standards of professionalism and service. Responsibilities include supervising and developing Care Center staff, managing schedules and workflows, maintaining training operational materials, and partnering with clinical leadership, Patient Access, and administrative operations to support access, and registration. The position also monitors performance and compliance, analyzes utilization and access data, supports quality improvement initiatives, and serves as a liaison across clinics and internal departments to promote efficient operations and a positive patient and provider experience. The incumbent interacts with patients, families, clinicians, and administrative staff in a courteous and professional manner.

Requirements

Must possess and maintain Epic Scheduling System training certification within six months of start date.
Associate’s degree or equivalent college credits is required.
A minimum of 5 years of work experience in registration, scheduling, and other patient services in a clinical setting is required.

Nice To Haves

Bachelor’s degree in human services related field or health care administration is preferred.
2 years of experience with Epic system is preferred.

Responsibilities

Support day-to-day operations of the Center for Neuropsychological & Psychological Assessment (CNaP) department. Provide guidance and assistance to staff regarding insurance clearance, scheduling coordination, and resolution of patient concerns.
Set and maintain high performance standards that promote teamwork, professionalism, and a positive representation of CNaP and the Institute.
Manage daily staff schedules, ensuring appropriate coverage.
Work with the Manager, Administrative Operations, to monitor and analyze emerging registration and scheduling needs and to allocate existing staff to resolve issues.
Supervise assigned Care Center staff, including onboarding, training, performance management, and follow up resulting from coaching or disciplinary actions.
Prepare and maintain updated and accurate Care Center orientation and operations manuals. Orient, train, and monitor proficiency of staff.
Develop and maintain a quality improvement program to monitor Care Center staff compliance with procedures, quality of data, and systems operations effectiveness. Work with user community to continually improve the process.
Utilize knowledge of the basic business requirements of designated clinic(s) to serve as a liaison between clinics, the Care Center, the Patient Access department, and customers. Provide information to department leadership on a weekly basis about unfilled appointment timeslots, scheduling issues, waiting lists, issues related to pre-authorizations, and the Patient Access department.
Track all new and follow-up patients using the scheduling system and work with providers and Care Centers to ensure proper scheduling related to the patient’s needs. Maintain provider schedules for completeness and keep providers aware of any changes.
Maintain and apply an updated understanding of insurance requirements to ensure accurate information is captured in the system for Patient Access to access, such as information pertaining to insurance authorization for patient services.
Attend all required and ongoing training and facilitate as needed.