The purpose of the Supervisor, Patient Services (Non-Clinical) is to supervise and manage the intake teams who triage calls, facilitate the enrollment process, and conduct benefits investigation. The Supervisor plans and implements operational service center strategies; improving systems and processes; meeting and exceeding quality goals; establishing relationships with business partners; and provide development and management support of associates. This position requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design responsibilities.

Establish, monitor, analyze and report on KPI’s related to effective patient access processes and initiatives Selects, hires, leads and develops departmental associates; provides training, feedback and development opportunities; coaches associates to ensure their success; manages performance Collaborates with call center management staff to execute programs to facilitate conversion, compliance and adherence Coordinate and manage special projects which will frequently be cross-functional in nature Presents to external audiences (primarily healthcare providers and insurers)

Core Competencies

Business Understanding

Has strong business process knowledge Is aware of major issues or problems affecting operations Evaluates how concepts, ideas and information could enhance the business operations

Communication

Communicates clearly and succinctly, in person, by telephone and e-mail Listens to hear and understand; clarifies and confirms as appropriate Probes for understanding of issues Keeps others informed of decisions, changes, objectives, priorities and accomplishments

Development of Self and Others

Effectively develops others through coaching, counseling, feedback and opportunities Effectively conducts performance management sessions with associates Assists staff with setting developmental goals Assists team leaders with the development of their teams

Leadership

Coordinates with other departments to provide patients the outcomes they need Demonstrates strong team leadership skills Manages and coordinates staff scheduling Recruits and hires new associates Demonstrates strong conflict resolution skills Leads projects and process re-design efforts Demonstrates a commitment to serving our patients Demonstrates values and philosophies of the organization

Planning and Organization

Works effectively in a multi-task environment Plans, organizes, manages and monitors activities according to priorities Effectively facilitates groups / discussions to meet business needs Displays strong sense of urgency Uses good time managements skills

Analysis

Produces accurate work with attention to detail and is thorough Possesses good analytical skills – data interpretation and problem-solving