Supervisor, Patient Access- Skokie, IL

Hourly Pay Range:

Position Highlights:

• Sign on bonus: No
• Position: Supervisor, Patient Access Contact Center,
• Location: Skokie, IL
• Full Time/Part Time: Full-time
• Hours: Monday-Friday: 8:00 am- 4:30 pm
• Required Travel: No

A Brief Overview:
As the Supervisor, Patient Access Contact Center, you will oversee the day-to-day management of Patient Access Representatives (PARs). The Supervisor provides supervision, mentoring and coaching to PARs. The Supervisor works closely with the contact center internal teams to ensure adequate staffing and delivery of quality service to all patients. The Supervisor is responsible for the retention and effectiveness of team members. The Supervisor will serve as a role model by adhering to the values of the organization and supports these behavior expectations from team members.

What you will do:

• Leadership and Staff Management
  * Meets monthly/biweekly with direct reports (PARs) one on one to discuss their overall performance.
  * Partners with HR and Contact Center, Sr. Manager on all performance management and disciplinary processes and decisions. Leads
  discussions and implements performance management and/or disciplinary plans with PARs who have repeated performance,
  behavioral, attendance and/or adherence issues.
  * Tracks and monitors all time, attendance, and adherence of directs reports.
  * Interviews PAR candidates to select the best qualified candidates for the PACC.
  * Prepares and delivers introductory and yearly performance appraisals.
  * Collaborates with Workforce Management to implement recommended staffing plans for PARs.
  * Responsible for managing staffing levels in response to call-ins, ensuring all operational areas and services are adequately covered.
  
• Communication and Collaboration
  * Works with clinical departments in coordinating the rescheduling of patients when resources become unavailable. Notifies staff
  immediately regarding these closures.
  * Collaborates with staff and peers to ensure team engagement, recognition, and a positive work atmosphere.
  * Facilitates team huddles and monthly team meetings.
• Staff Training and Professional Development
  * Monitors daily performance and productivity of the PARs. Assists in ensuring all staff have the proper training and competency
  levels to meet job and productivity standards.
  * Assists in training and coaching.
  * Mentors and coaches' direct reports to prepare for advancement opportunities.
• Problem Resolution
  * Works with clinical and revenue cycle modalities on resolving scheduling issues/errors. Involves scheduler as needed to provide
  education and prevent further errors.
  * Proactively identifies and reports trends and issues with PACC workflows and EPIC scheduling tools to the PACC manager. Has the
  ability to identify the root cause and escalate when needed.
  * Resolves complaints and responds to department operation inquiries.
• Perform Other duties as assigned
• 
  
  

What you will need:

• High School Required
• Associates Degree Business Administration/Management Preferred Or
• Associates Degree Healthcare Administration Preferred
• 4 Years Related experience in lieu of degree required. And
• 3 Years Direct experience in a call center or customer service environment required.
  
  And
• 1 Year At least 1 year experience in supervisory, quality, and training roles, or leadership positions within a call center or scheduling department preferred.
• Strong written and verbal communication skills.
• Ability to work in a fast-paced environment.
• Strong customer service skills and ability to interact with a diverse population of patients and employees.
• Strong organization skills and the ability to multi-task.
• The ability to provide coaching, guidance, and constructive feedback.
• Strong analytical and problem-solving skills.
• Proficient in the use of a personal computer to create and manage documents, reports, and presentations in MS Office Suite.
• Electronic Medical Record (EMR) - EPIC experience preferred, previous experience with IVR routing a plus.

Benefits:

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off
• Community Involvement Opportunities