Supervisor Contact Center Services Specialty Scheduling

Corewell Health•Kentwood, MI

10d•Onsite

About The Position

Job Summary - Supervisor Contact Center Services Specialty Scheduling Supervises scheduling and pre-arrival activities to ensure coordinated and optimized patient access functions, including, but not limited to, accurate patient information across multiple scheduling and registration platforms, coordination of multiple assets for procedure scheduling, ensuring scheduled events have a valid order, wayfinding, pre-registration, patient pre-arrival preparation, and cash collection. Primary responsibility for resources and functions supporting multiple service lines. Essential Functions - Supervisor Contact Center Services Specialty Scheduling Assumes day-to-day accountability for the high quality delivery of Central Scheduling and Access Services through consistent application of policies, procedures, protocols and standards. Ensures Corewell Health scheduling and access services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements. Ensures accurate and timely financial, social, or other Corewell Health resource triage and referrals where appropriate. Supervises daily departmental activities for areas of responsibility. Provides direction and support to subordinate staff to ensure effectiveness and efficiency. Carries out supervisory responsibilities including recruiting, hiring, training, management, and evaluation of department staff; creating and administering department schedule; planning and assigning work; developing and implementing initiatives to increase performance; and development of site procedures and processes. Assists in the evaluation and development of departmental policies and goals. Establishes and maintains effective working relationships within the organization; communicates with staff, management, physicians, medical office staff, service lines, revenue cycle departments and other members of the healthcare team to maximize continuity and coordination of services. Creates and sustains exceptional patient and provider experience, serving as the escalation point for concerns and resolving issues in a timely and constructive manner to the satisfaction of all parties. Creates and maintains a work environment conducive to effective communication, collaboration, team building and professionalism. Ensures that processes and services are continuously monitored for quality, cost effectiveness, and efficiency through the use of existing reporting tools as well as the development of new reporting tools. Ensures that productivity quotas are established and met. Engages in process and quality improvement activities and implements new strategies and processes. Maintains advanced knowledge and understanding of services scheduled, current clinical protocols that affect scheduling and patient preparation, understanding of medical insurance, and Central Scheduling and Access Services processes. Engages in continuous study of professional field including implementing best practices, maintaining professional competence, and understanding industry trends. Acts as a consultant to the administrative support staff and to members of the healthcare team. Serves as a representative of Central Scheduling and Access Services for organizational or industry work efforts. Coordinates departmental program planning, implementation, and evaluation. Recruits, trains and evaluates departmental human resources. Develops and implements employee education programs to enhance employee performance. Initiates and promotes employee development to achieve departmental goals. Performs other supervisory responsibilities such as reporting status of area of responsibility to manager. Oversees the daily operations of information systems utilized in areas(s) of responsibility and assists with new software or system implementation. About Corewell Health As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence. How Corewell Health cares for you Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here . On-demand pay program powered by Payactiv Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! Optional identity theft protection, home and auto insurance, pet insurance Traditional and Roth retirement options with service contribution and match savings Eligibility for benefits is determined by employment type and status

Requirements

Associate's Degree or equivalent education and experience
3 years of relevant experience
Skills, knowledge, abilities typically gained through 3+ years of related experience
3 years of relevant experience in a related field (patient access, physician office, physician relations, etc)

Nice To Haves

Bachelor's Degree or equivalent
Lead and/or supervisory experience
Experience in call center setting
CRT-Healthcare Access Manager, Certified - 1 Year

Responsibilities

Assumes day-to-day accountability for the high quality delivery of Central Scheduling and Access Services through consistent application of policies, procedures, protocols and standards.
Ensures Corewell Health scheduling and access services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements.
Ensures accurate and timely financial, social, or other Corewell Health resource triage and referrals where appropriate.
Supervises daily departmental activities for areas of responsibility.
Provides direction and support to subordinate staff to ensure effectiveness and efficiency.
Carries out supervisory responsibilities including recruiting, hiring, training, management, and evaluation of department staff; creating and administering department schedule; planning and assigning work; developing and implementing initiatives to increase performance; and development of site procedures and processes.
Assists in the evaluation and development of departmental policies and goals.
Establishes and maintains effective working relationships within the organization; communicates with staff, management, physicians, medical office staff, service lines, revenue cycle departments and other members of the healthcare team to maximize continuity and coordination of services.
Creates and sustains exceptional patient and provider experience, serving as the escalation point for concerns and resolving issues in a timely and constructive manner to the satisfaction of all parties.
Creates and maintains a work environment conducive to effective communication, collaboration, team building and professionalism.
Ensures that processes and services are continuously monitored for quality, cost effectiveness, and efficiency through the use of existing reporting tools as well as the development of new reporting tools.
Ensures that productivity quotas are established and met.
Engages in process and quality improvement activities and implements new strategies and processes.
Maintains advanced knowledge and understanding of services scheduled, current clinical protocols that affect scheduling and patient preparation, understanding of medical insurance, and Central Scheduling and Access Services processes.
Engages in continuous study of professional field including implementing best practices, maintaining professional competence, and understanding industry trends.
Acts as a consultant to the administrative support staff and to members of the healthcare team.
Serves as a representative of Central Scheduling and Access Services for organizational or industry work efforts.
Coordinates departmental program planning, implementation, and evaluation.
Recruits, trains and evaluates departmental human resources.
Develops and implements employee education programs to enhance employee performance.
Initiates and promotes employee development to achieve departmental goals.
Performs other supervisory responsibilities such as reporting status of area of responsibility to manager.
Oversees the daily operations of information systems utilized in areas(s) of responsibility and assists with new software or system implementation.

Benefits

Comprehensive benefits package to meet your financial, health, and work/life balance goals.
On-demand pay program powered by Payactiv
Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
Optional identity theft protection, home and auto insurance, pet insurance
Traditional and Roth retirement options with service contribution and match savings
Eligibility for benefits is determined by employment type and status

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume