Supervisor, Care Connections Access Scheduling

A Brief Overview

Supervises the team in the delivery of quality service for Care Connections Access Scheduling. Manages daily operations supervision, workload distribution, and prioritization of tasks. Responsible for direct, front-line communication with staff to receive and provide direct feedback regarding quality and productivity. The Supervisor is responsible for confirming scheduling, eligibility verification, point of service collections, and completing pre-registration workflows to ensure a positive patient experience.

What You Will Do

• Interacts with all UH staff and customers consistent with the values of UH and Care Connections Credos
• Support with taking calls as needed and directed
• Responsible for team and departmental KPI outcomes.
• Responsible for supporting hiring decisions and responsible for managing attrition.
• Identify training needs based on performance trends to improve metric outcomes and the development of agents.
• Drives key staffing decisions associated with development, engagement, coaching, and performance accountability plans.
• Serves as the first point of escalation to handle escalated calls and issues and drive service recovery efforts.
• Ensures quality standards, accurate scheduling and registration, point of service collections, and team adherence are met using available tools and resources.
• Provides input on budget issues, staffing, cost containment strategies, and capital needs.
• Support peak inbound volume, modeling exceptional soft skills, scheduling proficiency, and a positive culture - living the Care Connections Credo values
• Engaging, driving, and influencing optimal performance behaviors and workflows to meet team and departmental KPIs.
• Utilizes data to understand the root causes and create effective action plans and or recommendations for a path forward.
• Actively participate in interviews to find top talent that aligns with Care Connections credo values, new hire training, and onboarding, with a focus on retaining via touchpoint (30, 60, 90 days, and beyond).
• Ability to problem solve with empathy and patience.
• Partners with stakeholders to ensure agents are delivering barrier-free scheduling and service recovery.
• Proficient in delivering coaching and mentoring hybrid teams
• Leaders state precise goals, ensure the commitment of individuals to those goals, define the methods of measurement, and provide the incentive to accomplish measurable outcomes.
• Accountable for fostering and leading an environment of high-performance team via motivation and engagement.
• Proactively drive performance and metric outcomes relating to call center KPIs, registration, co-pay collections, insurance allocation, enterprise rules & regulations.
• Managing work queues and understanding root causes or drivers, trending analysis of errors, and claim denials.
• Plans and sets day-to-day objectives for the team that have a direct effect on departmental results.
• Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships
• Actively embraces change and leads team effectively through the change management process.
• Views difficult situations and/or problems as opportunities for improvement.

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct, and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Qualifications:
Education

• High School Equivalent / GED (Required)
• Associate's Degree (Preferred) or
• Bachelor's Degree (Preferred)

Work Experience

• 3+ years of progressive experience in a customer-centric environment (Required)
• 1+ years of leadership experience or in lieu of leadership experience an Associate or Bachelor's degree will be considered. (Required)

Knowledge, Skills, & Abilities

• Experience using clinical computer systems, such as Epic. (Preferred proficiency)
• Needs to have strong analytical skills, excellent verbal and written skills, strong customer service, and the ability to interact with a diverse workforce using strong interpersonal communication skills. (Required proficiency)
• Able to meet departmental KPI's. (Required proficiency)
• Knowledgeable in call center data and analytics is a plus. (Preferred proficiency)
• Ability to function independently and as a team player in a fast-paced environment. (Required proficiency)
• High business acumen and professional demeanor. (Required proficiency)
• Microsoft Office Suite. (Required proficiency)

Licenses and Certifications

• Certified Healthcare Access Associate (CHAA) within 9 Months (Preferred)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Climbing Rarely 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%