Supervisor of Referral Services
About The Position
Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically underserved communities. Its care model focuses on value for patients rather than volume of services, with a commitment to managing patients’ health and care comprehensively. The TPS Team Supervisor provides quality, efficient service to patients by supervising a regional team of TPS specialists. The supervisor monitors, motivates, recognizes, coaches, counsels, and trains team members; resolves patient issues when possible; and communicates patient needs and requests to clinic care teams. The role also assists the manager with developing, analyzing, and implementing staffing, scheduling, and reward and recognition programs. This position reports to the Director, Service Delivery.
Requirements
- Desire to lead a team.
- Flexible and positive attitude.
- Communication proficiency.
- Organization skills.
- Outstanding phone demeanor and etiquette.
- High level of integrity.
- Computer proficiency, including Google Docs and Sheets.
- Problem-solving and analysis skills.
- Proven success in a supervisory role.
Responsibilities
- Supervise a team of 15–18 and collaborate with the team manager on performance management to deliver a strong patient experience and meet contact center metrics.
- Provide daily direction so advocates answer patient calls in a timely, efficient, and knowledgeable manner.
- Evaluate processes and procedures and recommend ways to improve operations, efficiency, and service to internal and external staff.
- Provide regular statistical and performance feedback and coaching to team members in the assigned region.
- Write and administer performance reviews to support skill improvement.
- Ensure advocates have the training and resources needed to perform their roles.
- Create and maintain a high-quality work environment that motivates team members.
- Participate in or lead special and ongoing projects related to area or process development.
- Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
- Use appropriate judgment when escalating department or agent concerns.
- Lead special projects as needed and collaborate with field partners.
- Mentor and coach other service delivery supervisors.
- Partner with colleagues to meet and maintain target metrics and deliver a positive patient experience.
- Coach and develop advocates, monitor calls, drive results, and promote team member engagement.
- Serve as a subject matter expert for other supervisors and help close skills gaps.
- Act as a liaison between the TPS team and the Quality Assurance/Issue Resolution team.
- Identify process gaps proactively and recommend solutions.
- Collaborate with colleagues and peers and generate and implement ideas to improve OKRs and the patient experience.
- Lead team recognition efforts and contribute to a positive workplace culture.
- Multitask, prioritize, and manage time effectively.
Benefits
- Paid vacation and sick time, and holidays.
- Medical, dental, and vision coverage.
- Retirement savings options.
- Wellness programs and other resources, based on eligibility.
- CVS Health bonus, commission, or short-term incentive program eligibility.
- Supportive and fun culture.
- High levels of responsibility and rapid advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
