Supervisor Patient Services Contact Center
About The Position
As the Patient Services Supervisor, Contact Center, you will lead and manage all operational aspects of the contact center(s), ensuring high-quality, patient-centric care aligned with Dignity Health's values. This role involves providing strong leadership to maximize service delivery effectiveness and financial performance, while fostering a culture of "humankindness" among staff. Key responsibilities include: driving team results and process improvements, handling escalations from Patient Service Representatives (PSRs), and increasing staff capabilities. The supervisor will collaborate with care center and provider leadership to maintain a patient-focused environment, resolve operational and financial issues, and participate in initiatives to continually improve contact center operations. The role also involves analyzing program goals and service delivery trends to make accurate projections for resource needs, and using performance metrics to monitor and improve census, operational, financial, and patient satisfaction outcomes. The supervisor is expected to take ownership of performance and implement actions to meet established standards. This is primarily a work-from-home position for California residents , with occasional onsite work required. Travel to various locations throughout the US will also be expected.
Requirements
- Minimum of 1 year of lead or supervisory experience in a fast-paced, customer service focused contact center or equivalent experience.
- High school diploma or GED
- Demonstrated ability to effectively supervise productive, engaged teams and work with providers.
- Knowledge of or ability to learn management reports.
- Knowledge of computers, systems and software, including word processing, spreadsheet, data base, clinical information systems, electronic medical records, billing systems, and other application packages.
- Health insurance knowledge of HMO, PPO and capitated risk plan contracts as they relate to providers and practices.
Nice To Haves
- Bachelors degree preferred.
- 2 years experience as supervisor or management level in a patient-focused and service/provider healthcare environment preferred.
Responsibilities
- Lead and manage all operational aspects of the contact center(s)
- Drive team results and process improvements
- Handle escalations from Patient Service Representatives (PSRs)
- Increase staff capabilities
- Collaborate with care center and provider leadership to maintain a patient-focused environment
- Resolve operational and financial issues
- Participate in initiatives to continually improve contact center operations
- Analyze program goals and service delivery trends to make accurate projections for resource needs
- Use performance metrics to monitor and improve census, operational, financial, and patient satisfaction outcomes
- Take ownership of performance and implement actions to meet established standards
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
