Ryan Network

Patient Support Center Supervisor

Job Locations US-NY-New York
Posted Date 2 months ago(1/2/2018 4:53 PM)
Job ID
2018-1036
# of Openings
1
Category
Patient Support Call Center

Overview

Under the direction of the Patient Support Center Manager, the Patient Support Center Supervisor will manage the daily operations of the Patient Support Center to ensure processing and resolution of all inbound, outbound patient contact transactions, including but not limited to electronic communications.   Provide direct supervision of all members of the inbound and outbound teams of the Patient Support Center. This work is carried out in support of the mission and goals of the Ryan Network.

Responsibilities

  • Assist the PSC Manager in hiring, training, supervising, and evaluating Patient Support Center staff.
  • Assist the PSC Manager in oversight of daily operations of the PSC inbound team and directly supervise the inbound and outbound teams of Ryan Network Patient Support Center.
  • Develop and monitor performance targets to evaluate productivity of Patient Support Center Representatives (PSCR) and patient satisfaction goals for the PSC.
  • Liaise with Site Directors, Department heads, supervisors, and team leaders from all Network sites to obtain site specific information required to handle Network wide patient support transactions and resolve issues in a timely and efficient manner.
  • Work closely with Ryan Network QI team to meet requirements of Managed Care Organization objectives and deliver on outbound activities to fulfill these goals.
  • Maintain up-to-date knowledge of industry developments in Contact Centers, and involvement in patient support best practices.
  • Monitor random calls to improve quality, minimize errors, and track operations performance.
  • Review the performance of staff, address and act on staff performance issues, identify training needs and plan training sessions. Coach, motivate and retain staff as required to insure high quality patient support
  • Record statistics, user rates and the performance levels of the center and prepare reports to monitor KPIs (Key Performance Indicators)
  • Handle complex customer complaints and enquiries, and troubleshoot problems.
  • Organize staffing schedules, including shift patterns, and determine the number of staff required to meet demand.
  • Immediately report any unusual events or problems with Patient Support Center to the PSC Manager.
  • Attend all meeting and/or training sessions as required.

Qualifications

Minimum Experience and Skills Required:

  • At least three years of experience and expertise in patient support, contact center operations, workflows, and Health IT tools, i.e. Patient Portals, with a focus on customer service, performance improvement and data integrity.
  • Experience in customer service training.
  • Excellent communication and interpersonal skills.
  • Strong computer literacy with proficiency in standard office software such as Microsoft Word, Excel, Outlook, Power Point, and Access.

                                  

Education, Licenses and/or Certifications Required:       

Associate’s Degree.

 

Preferred Qualifications:

  • Bachelor’s Degree in Operations.
  • Master’s degree.
  • Certification preferred in the following applications: eClinical Works (eCW) “Train-The-Trainer”
  • Bilingual English/Spanish.

Equal Opportunity Employer

William F. Ryan Community Health Center is an Equal Opportunity / Affirmative Action Employer and does not discriminate because of age, color, disability, ethnicity, marital or family status, national origin, race, religion, sex, sexual orientation, gender identity, military veteran status, or any other characteristic protected by law.  We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.

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