Health First, Inc.
Rockledge, FL, United States
Call Center, Manager
Call Center Supervisor - Centralized Scheduling, Rockledge, Full Time','046143','!*!POSITION SUMMARY: To be fully engaged in providing No Harm / Quality, Customer Experience, and Stewardship by: effectively supervising Health First Medical Group’s Ambulatory Access scheduling departments to meet the needs of internal and external customers, providing leadership and the highest quality customer service via telephone, correspondence and personal contact. Success is based on the individual’s ability to understand and lead corporate objectives, and remain accountable for meeting departmental performance indicators. Assists the System Director and Ambulatory Access department Managers in advancing strategies, ensuring optimal use of technological tools, and efficient operational workflows. PRIMARY ACCOUNTABILITIES:Engagement:Responsible for operational and technical optimization to ensure efficient workflows, quality, and timely patient accessLeads development and maintenance of policies and procedures for Ambulatory Access departments.Maintains vision boards to ensure timely communication of department metrics, to communicate operational topics and items of interest to the associate population.Conducts daily purposeful rounding on associates, ensuring appropriate recognition is applied, problems, barriers and equipment needs are identified and resolved.Conducts coaching sessions, provides performance feedback and identifies developmental opportunities for associates in a timely manner. Ensures that related documentation is accurate, submitted in a timely manner for performance evaluations, competency assessments, training records. Actively participates in hiring new scheduling associates, including interviewing and managing related administrative processesEnsures new hire associates receive a comprehensive orientation and proper training to job duties, customer service scripting and general performance expectations. Ensures that 90-day competency assessments are conducted and individual development plans are documented as appropriate.In partnership with Managers, creates cohesive scheduling teams ensuring constant promotion and support of corporate initiatives.Functions in managerial role when Managers are out of the department, for short or long term absences. Quality/No Harm:Supervises multiple scheduling teams in the delivery of excellent customer care each day, every timeIs responsible for training and coaching; assists Managers in counseling, performance appraisals and other tasks. Ensures applications are optimally utilized, including but not limited to phone system ACD, agent and system reports, Support Point Knowledge Management tool, Group Management scheduling module, constants and templates, HFMG patient portal, Verification/eligibility software. Reviews audits and quality assurance reports, meeting with associates to coach for continued improvement. As needed, covers department associate responsibilities and duties when staffing levels dictate. When assuming this role, will perform tasks associated with diagnostic scheduling, provider scheduling, referrals, portal helpdesk, and other responsibilities of the departments.Acts as a liaison to internal and external provider practices, ensuring positive two-way communication.Will address groups of people, whether department associates or groups of superiors to represent departments.Customer Experience:Documents, measures and leads improvement processes in the scheduling departments to improve quality and efficiencyLeads projects within HFMG’s provider practices related to improving efficiencies, advancing consumerism and improving customer experienceAbility to handle customer or associate conflict in a productive mannerManages complaints independently and in a proactive manner, develops strategies to improve patient experience. Ensures service recovery is applied in all customer complaints. Develops and manages algorithms for the scheduling teams’ staffing schedule to maintain appropriate resources; managing attendance and coordinating coverage as necessaryEnsures customer service metrics and achievements are communicated widely to managers, associates, and other key stakeholders.Identifies and develops plans to mitigate issues that lead to poor customer experience. Stewardship: Applies LEAN principles to the evaluation of workflow, optimal use of applications; ensures workflows support prompt response to patient inquiries: telephonic, electronic or otherwise.Serve as an operational analyst for Ambulatory Access departments.Facilitates the containment of administrative costs by initiating efficiencies in staffing and reduction of overtime through efficient workflows and use of tools.Responsible for time keeping and managing the time and attendance payroll system for assigned associates.Manages appropriate inventory levels of supplies, and ensures that equipment is fully functioning.Facilitates integrity and timeliness of department reports','!*!
High School diploma/or equivalent. Associates or Bachelors Degree preferred
Two years or more experience in a medical environment required.
Prior supervisory experience preferred
Prior demonstration of strong customer service mindset and patient advocacy
Strong technical acumen is required
','Clerical Support','Health First Medical Group LLC','United States-Florida - Brevard County-Rockledge','','Full-time','8:30 am — 5:00 pm','8:30 am — 5:00 pm','Supervisor','Call Center Supervisor - Centralized Scheduling, Rockledge, Full Time
Health First, Inc.
Website : https://hf.org