DaVita HealthCare Partners Inc
Supervisor, PSC Operations
Supervisor, PSC Operations
Responsible for supervising the 24-hour / 7-days-a-week / 365-days-a-year operations and activities of the Patient Support Center to meet the department’s customer service and patient satisfaction standards. This position has 24-hour accountability of the non-clinical operations unit within thePatientSupportCenter.
Consistently exhibits behavior and communication skills that demonstrate HealthCare Partners’ (HCP) commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
Performs all duties of a Patient Support Center Representative, Lead. when required
Supervises the daily operations of the department including all workflows, turnaround times, production levels and staffing schedules on a daily and monthly basis, within budgetary and business planning guidelines.
Utilizes HealthCare Partners (HCP) systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals,.
Assures coverage of all shifts as required. Develops and approves staff work schedules.
Takes escalated calls as well as high priority and difficult cases.
Translates oral information into concise and accurate written documentation.
Manages own work queues. Monitors and oversees staff work queues.
Drafts policies and procedures and documents the work processes as required. Drafts revisions of policies and procedures as required. Works with management team for approval of all P&Ps.
Ensures adherence to triage and pharmacy protocols as well as departmental and company policies and procedures.
Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
Establishes and maintains effective working relationships with other HealthCare Partners (HCP) departments.
Prepares and presents reports to department management.
Oversight of all timecards, PIP’s, and suggest corrective action plans for are employees and trainees.
Presents information formally and informally to educationally and culturally diverse groups.
Represents department in company projects.
Mentors, coaches and motivates staff. Monitors and evaluates departmental and staff performance and administers staff evaluations.
Recommends staffing adjustments based upon productivity and ACD Reports.
Participates in the recruitment and hiring of staff.
Demonstrates customer service-oriented behavior at all times.
Uses, protects, and discloses HCP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
Is available to participate in supervisory coverage for all HCP recognized holidays and weekend coverage.
Full oversight for the Self Insured and High Deductible team assignments and daily workflows
Performs additional duties as assigned.
Bachelor’s degree from a four-year college and/or aprofessional certification requiring formal education beyond a two-yearcollege.
Over 1 year and up to and including 3 years of experience.
Over 2 years and up to 5 years of supervisoryexperience.
Over 3 years of customer service experience.
ACD telephone experience.
3 years of Call Centersupervisory experience.
KNOWLEDGE, SKILLS, ABILITIES:
Proficiency in Microsoft office applications (Word,Excel).
Ability to type 35-40 wpm.
Ability to work in rotating shifts.
Excellent telephone skills and etiquette.
Excellent written communication skills.
Excellent verbal communication skills in person andon the phone.
Good command of the English language.
Demonstrated active listening skills.
Ability to multi-task and work as a team player.
Ability to maintain composure in a challengingsituation.
DaVita Medical Group manages and operates medical groups and affiliated physician networks in California, Colorado, Florida, Nevada, New Mexico, Pennsylvania and Washington. A leading independent medical group in America, DaVita Medical Group has over two decades of experience providing coordinated, outcomes-based medical care in a cost-effective manner. As of June 30, 2017, DaVita Medical Group’s teammates, employed clinicians and affiliated clinicians provided care for approximately 1.7 million patients. DaVita Medical Group’s leadership development initiatives and social responsibility efforts have been recognized by Fortune, Modern Healthcare, Newsweek and WorldBlu.
DaVita Medical Group is an equal opportunity/affirmative action employer. As such, DaVita Medical Group makes hiring decisions solely on the basis of qualifications and experience, and without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.
DaVita Medical Group will consider qualified applicants who have criminal histories in a manner consistent with the law.
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CA-TORRANCE - 90503
DaVita HealthCare Partners Inc
Website : http://www.davita.com
DaVita is the dialysis division of DaVita HealthCare Partners Inc., a Fortune 500® company that, through its operating divisions, provides a variety of health care services to patient populations throughout the United States and abroad. A leading provider of kidney care in the United States, DaVita delivers dialysis services to patients with chronic kidney failure and end stage renal disease. DaVita strives to improve patients’ quality of life by innovating clinical care, and by offering integrated treatment plans, personalized care teams and convenient health-management services. As of December 31, 2013, DaVita operated or provided administrative services at 2,074 outpatient dialysis centers located in the United States serving approximately 163,000 patients. The company also operated 73 outpatient dialysis centers located in 10 countries outside the United States. DaVita supports numerous programs dedicated to creating positive, sustainable change in communities around the world. The company’s leadership development initiatives and social responsibility efforts have been recognized by Fortune, Modern Healthcare, Newsweek and WorldBlu.