Supervisor Contact Center- Remote in Kentucky
Overview
CHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.
Responsibilities
Job Summary
The Patient Services Supervisor, Contact Center is expected to provide visionary leadership to
maximize the effectiveness of all service delivery systems, financial performance, engages staff and
cultivates a contact center culture that prioritizes humankindness and patient-centric care consistent
with CHI and the medical group's 'way' and culture. Effectively manages all operational aspects of the
assigned contact center(s). Works closely with staff and providers to ensure that all fiduciary and
contact center goals are met. Proactively determines workload priorities through planning, coordination
and managing staff and providers to meet the care center's administrative, operational and support
requirements. This position may have access to third party credit card information and transactional
systems (cash registers, point of sale devices, applications supporting credit card transactions, and
reports or other documents containing credit card information) from single transactions or a single card
at a time. This position will also have access to patient protected health information (PHI). The Patient
Services Supervisor, Contact Center has a responsibility to safeguard patient health and financial
information.
Responsibilities
1 Contact Center - Administration
1.1 Demonstrate ownership for overall team results; recommend and lead the implementation of action plans to improve the
team's achievement of service level(s). Drive the team to identify and implement process improvements; encourage
ownership of and group participation in the improvement initiatives. Handle questions and escalations from PSRs,
providing guidance to available resources/tools to increase capabilities and knowledge level of team members.
1.2 In collaboration with Care Center and Provider Site leadership, supports a vision and culture that reflects a patient care-
focused environment. Collaborates, as appropriate, to discuss and effectively manage ongoing contact center operations
and resolve operational, staff and financial issues pertaining to the contact center.
1.3 Participates in work groups, teams, task forces and committees to support ongoing improvement in contact center
operations. Provides value-added and productive input and drives continual improvement, supports standardization and
streamlining, and resolves ongoing patient care issues.
1.4 Analyzes program goals and objectives given current contact center service delivery trends, makes accurate short- and
long-term projections to establish program needs and resource requirements; and helps to identify potential sources of
funds and revenues to meet those requirements.
1.5 Uses contact center performance metrics and other benchmarking tools to review performance on census, operational,
financial, patient satisfaction, provider satisfaction, and patient safety standards. Ensures contact center meets
established standards. Takes ownership of and appropriate action to improve contact center performance.
1.6 Oversees quality of task (i.e., electronic health record) management to support patients and providers. Audits for
accuracy and completeness. Reviews task routing and response times. Mentors and coaches contact center staff on
areas of improvement.
1.7 Ensures contact center(s) are utilizing information systems to effectively manage contact center operations, which
includes, but is not limited to: supply ordering and approvals; recruitment, including creating and modifying job
descriptions and posting and managing positions; electronic medical record management; scheduling program
management; accurate timekeeping system records; utilizing CHI systems to manage system access; phone system
management; office supply ordering; email, calendar management; repository of medical records; imaging data base;
employee performance review system; patient satisfaction scores; provider logistic tracking system; call center
reporting; financial and productivity systems and expense management system.
Responsibilities
1.8 Promotes a culture of safety, including transparency in reporting and disclosure of incidents in a timely manner. Ensure
care center meets any quality, safety, risk, compliance, privacy policy and procedures with appropriate correction, if
needed. Promotes a proactive culture for reporting issues and concerns. Conducts required drills and/or trainings as
directed by quality, risk, safety, emergency preparedness and compliance. Supports and executes any associated
improvement or action plans.
1.9 Works collaboratively with the Manager, Contact Centers, Project Management Office and other internal stakeholders on
the successful execution of provider acquisitions. Completes assigned duties to ensure the overall transitions are
completed in a manner that meets expectations and needs of the new provider(s) and staff, as well as the Quality, Risk
Management, Compliance, Privacy, Physician Services, Human Resources, Finance and other internal support
departments.
2 Contact Center - Financial
2.1 Responsible for coordination and management of the contact center's financial operation budget. Ensures that patient
care is achieved cost effectively. In conjunction with contact center leadership assists in the development of annual care
center budget; by forecasting visits and expenses. Monitors fiscal operations on an ongoing basis. Resolves problems,
issues and discrepancies in monthly financial reports.
2.2 Forecasts the contact center's visit projections and expenditures. Monitors expenses, and analyzes variances to
determine corrective action as needed. Analyzes fiscal performance to identify strategies to optimizing expenditure levels.
2.3 Assists in managing revenue cycle. With adequate management of template (i.e., provider schedules), balances number
of visits/services with operational revenue requirements. Manages supply costs, tracks inventory usage, using purchasing
information management systems, including maintaining staffing levels that adhere to labor standards and effectively
controlling staff premium pay. Works with management to adjust these standards as needed based on volume and quality
of care needed.
3 Contact Center - Provider Relations
3.1 Supports provider leadership with appropriate data and analytics to allow providers to effectively evaluate all aspects of
the care center performance from a contact center perspective.
3.2 Collaborates with clinic operations leadership and staff to support providers who provide patient care, as required.
3.3 Provides feedback to care center and medical group leadership on provider performance. Escalates provider issues to
contact center, care center and medical group leadership, as appropriate. When provider issues involve staff,
collaborates with Human Resources.
4 Contact Center - Patient Care
4.1 Conduct daily team meetings to build morale and provide an effective communication channel for ideas and innovation.
Disseminate communications to PSAs regarding policy changes, incentive updates and technical issues as well as other
direct information as needed. Identify and escalate new issues or trends, develop appropriate action plans to manage
challenges, recommends process and procedure improvements to the call center manager, ops manager, or Director
when appropriate.
4.2 Ensures a safe environment for patients, staff, providers and visitors, and operates contact center in compliance with all
legal, regulatory and CHI requirements impacting areas of responsibilities.
4.3 Collaborates with Quality and Risk Management in support of effective systems for incident/problem identification,
appropriate resolution and feedback. Assures the completion of continuous quality improvement audits, data analysis and
report preparation. Develops and recommends improvements to processes in all areas of responsibility.
4.4 Takes ownership and initiative on recommending, developing and implementing contact center changes to enhance the
patient experience and increase patient satisfaction.
4.5 Supports the established processes and systems to enhance customer service. Provides coaching to staff to enhance
customer service skills and ensure patients and internal employees and providers receive excellent customer service.
Responds to patient complaints and collaborates with the Manager, Clinic Operations to implement proactive measures
to prevent similar occurrences from occurring.
4.6 Ensures a safe environment for patients, staff, providers and visitors, and operates care center in compliance with all
legal, regulatory and CHI requirements impacting areas of responsibilities.
4.7 Assists with patient counseling process, when necessary, for patients who consistently fail to meet appointments or follow
provider directions.
5 Contact Center - Leadership
5.1 Provide formal and informal performance feedback as necessary. Document all progressive performance management
steps in accordance with the established policies and guidance and approval of Human Resources. Write and deliver
performance reviews that accurately reflect the goals, objectives ad accomplishments of all PSRs.
5.2 Demonstrated ability to function effectively under stress with conflicting time/attention demands and, sometimes, under
duress from difficult people and situations. Demonstrated ability to maintain control of the call by de-escalating issues and
instilling confidence that the resolution has or can be found. Ability to perform essential job functions with a high degree of
independence, flexibility, and creative problem solving.
5.3 Leads by example and creates a contact center environment that fosters CHI's mission, vision, values and the
Standards of Conduct. Ensures staff is connected to how they contribute to the mission of patient care and community
relations.
Responsibilities
5.4 Determines workload priorities to enable timely completion of tasks. Plans, coordinates and effectively leads contact
center staff to meet the care center's patient care, administrative, operational and support requirements. Prioritizes and
allocates contact center staff, space, equipment and other resources to optimize contact center service, including
ensuring adequate coverage for standard and non-standard hours of operations. Ensures contact center staff are working
within defined scope of practice.
5.5 Analyzes contact center staffing patterns and workload to ensure appropriate staffing to meet patient care standards and
minimizes premium pay, including coordination of provider schedules, time off requests, unplanned absences and on-call
schedules.
5.6 Supports the ongoing technical and professional training and development of contact center staff to enhance contact
center service delivery and individual performance and staff career growth. Ensures contact center staff completes
required CHI and regulatory training in a timely manner. Actively partners with staff to create and manage individual
career development plans, as needed. Regularly reviews CHI policies and procedures with staff to ensure staff are
knowledgeable and well trained to perform their duties effectively.
5.7 Interviews and selects well-qualified contact center staff to fill new and vacant contact center positions. Uses appropriate
standardized position descriptions, or create new ones if necessary. Maintains minimal staff turnover.
5.8 Establishes performance standards that are clearly communicated and objectively measured. Monitors work performance
of contact center staff, and provide necessary training, coaching, and mentoring. Provides regular feedback to
employees. Conducts initial and annual performance evaluations that are constructive tools for performance management
of staff. As needed, initiates timely corrective action, warnings, suspensions and terminations in accordance with Human
Resources policies and procedures.
5.9 For non-represented staff, recommends appropriate salary actions and increases, including stipends, equity increases
and increases for reclassifications and promotions, considering internal equity as well as market needs.
5.10 Effectively supervises contact center staff in a manner that engages and retains well-qualified staff. Meets with staff on
frequent basis to effectively and timely disseminate information, gives staff opportunity for input on solving issues;
improves communications, encourages effective teamwork and positive morale.
5.11 Maintains comprehensive knowledge of applicable collective bargaining agreements and Human Resources policies and
procedures. Ensures that the contact center operates in compliance with Human Resources policies and procedures, as
well as any applicable collective bargaining agreements. Ensures employees receive adequate training and complete
assigned training in a timely manner.
5.12 Effectively engages contact center staff regarding the annual employee survey, including encouraging survey
participation and developing an annual action plan based upon the results to drive continual improvement of the team's
engagement. Demonstrates ownership and accountability of results and sets comprehensive team goals (which could
include goals for personal improvement) and ensures goals are accomplished. Keeps staff updated on progress and
accomplishment of goals.
Qualifications
Minimum Required Preferred/Desired
Experience
Experience Minimum of one year of lead or supervisory experience in a fast-paced; customer service focused contact center or equivalent experience.
Demonstrated ability to effectively supervise productive, engaged teams and work with providers.
Knowledge of or ability to learn management reports. Knowledge of computers, systems and software, including word processing, spreadsheet,data base, clinical information systems, electronic medical records, billing systems, and other application packages.
Health insurance knowledge of HMO,
PPO and capitated risk plan contracts as
they relate to providers and practices.
2 years experience as supervisor or management level in a patient-focused and service/provider healthcare environment.
Education
High School Diploma or equivalent. BA/BS degree prefrerred
Licensure
NONE
Special Skills
Special Skills Ability to learn quickly and effectively deploy new processes and procedures. Sound analytical and problem solving skills; strong listening skills. Solid personal computer skills; familiarity with Windows- based and other software applications. Demonstrated success in supervising and motivating ACD teams and individual employees in a contact center environment with process improvement methodology, quality monitoring system
and workforce management. Experience managing multiple call queues effectively balancing resources to achieve desired service levels. Is a visible and results oriented leader with a focus on doing what it takes to get the job done while ensuring strong interpersonal relationships; puts the interests of the organization ahead of personal interests. Employs a style that is transparent, credible, and focused on relationship building, influence, conviction
and integrity. High degree of resilience, has a sense of urgency, is outcome drive and can thrive in environment of rapid change while effectively managing pressure in an effective and professional manner. Excellent interpersonal and communication skills. Ability to express ideas effectively, both orally and in writing. Ability to demonstrate CHI's values and exercise tact and diplomacy in dealing with others. Ability to effectively supervise and
motivate others. Ability to work effectively and independently under pressure with minimal direction. Supports providing exceptional patient care within a highly regulated and constantly changing environment.
Training
Training Pass on-line medical terminology course with in 6-9 months of hire.