Supervisor Patient Services Contact Center

Dignity Health Medical Group•Rancho Cordova, CA

4d•Hybrid

About The Position

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service. 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. Every day you will drive team results and process improvements, handle escalations from Patient Service Representatives (PSRs), and increase staff capabilities. You 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. In addition, you will analyze program goals and service delivery trends to make accurate projections for resource needs, and use performance metrics to monitor and improve census, operational, financial, and patient satisfaction outcomes. To be succesful in this role, you must have strong communication skills, the ability to partner throughout the organization, and a passion for a high-quality patient experience. Demonstrate ownership for overall team results; recommend and lead the implementation of action plans to improve the team's achievement of service level(s). Drive the team to identify and implement process improvements; encourage ownership of and group participation in the improvement initiatives. Handle questions and escalations from PSRs, providing guidance to available resources/tools to increase capabilities and knowledge level of team members. In collaboration with Care Center and Provider Site leadership, supports a vision and culture that reflects a patient care- focused environment. Collaborates, as appropriate, to discuss and effectively manage ongoing contact center operations and resolve operational, staff and financial issues pertaining to the contact center. Participates in work groups, teams, task forces and committees to support ongoing improvement in contact center operations. Provides value-added and productive input and drives continual improvement, supports standardization and streamlining, and resolves ongoing patient care issues. Analyzes program goals and objectives given current contact center service delivery trends, makes accurate short- and long-term projections to establish program needs and resource requirements; and helps to identify potential sources of funds and revenues to meet those requirements. Uses contact center performance metrics and other benchmarking tools to review performance on census, operational, financial, patient satisfaction, provider satisfaction, and patient safety standards. Ensures contact center meets established standards. Takes ownership of and appropriate action to improve contact center performance. Oversees quality of task (i.e., electronic health record) management to support patients and providers. Audits for accuracy and completeness. Reviews task routing and response times. Mentors and coaches contact center staff on areas of improvement. 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.
Ambulatory clinic operations experience preferred.

Responsibilities

Lead and manage all operational aspects of the contact center(s), ensuring high-quality, patient-centric care aligned with Dignity Health's values.
Provide strong leadership to maximize service delivery effectiveness and financial performance, while fostering a culture of "humankindness" among staff.
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.
Demonstrate ownership for overall team results; recommend and lead the implementation of action plans to improve the team's achievement of service level(s).
Drive the team to identify and implement process improvements; encourage ownership of and group participation in the improvement initiatives.
Handle questions and escalations from PSRs, providing guidance to available resources/tools to increase capabilities and knowledge level of team members.
Support a vision and culture that reflects a patient care- focused environment.
Collaborate to discuss and effectively manage ongoing contact center operations and resolve operational, staff and financial issues pertaining to the contact center.
Participate in work groups, teams, task forces and committees to support ongoing improvement in contact center operations.
Provide value-added and productive input and drive continual improvement, support standardization and streamlining, and resolve ongoing patient care issues.
Analyze program goals and objectives given current contact center service delivery trends, make accurate short- and long-term projections to establish program needs and resource requirements; and help to identify potential sources of funds and revenues to meet those requirements.
Use contact center performance metrics and other benchmarking tools to review performance on census, operational, financial, patient satisfaction, provider satisfaction, and patient safety standards.
Ensure contact center meets established standards.
Take ownership of and appropriate action to improve contact center performance.
Oversee quality of task (i.e., electronic health record) management to support patients and providers.
Audit for accuracy and completeness.
Review task routing and response times.
Mentor and coach contact center staff on areas of improvement.