Service Center Supervisor (Baton Rouge/Perkins Service Center)

US-LA-Peoples Health- Baton Rouge
Job ID
3488
Category
Clerical - All

Overview

Oversee the daily operations of the Service Center and the Service Center team. Create an exceptional experience for our members, providers, and internal/external customers while assisting them with inquiries, issues and concerns that are presented. 

 

Manage the day to day operations of the Service Center including maintaining call volumes and appointment goals.  Responsible for overseeing, inclusive of appropriate documentation, all incoming telephone calls, walk in members, questions regarding benefits,  and primary care physician relationships.  Handle complaints in accordance with the departmental goals and policies and procedures established by Peoples Health.  The Service Center Supervisor will perform some general administrative duties such as but not limited to: covering the front desk functions, faxing documents, as well as some high level administrative duties such as monitoring physician call lists for completion and ensuring that the workloads are on target. When deemed appropriate, participate in and contribute to special projects as needed and all other duties as assigned

Responsibilities

  1. Supervises the daily operations of the Service Center including making certain that the member appointment goals are on target as evidenced by month end statistical reporting of appointments by referring physician to include appointments completed, close in canceled, no shows and refusals.  Service Center Supervisor is able to produce, analyze, and pro-actively communicate with Clinical Services Manager on areas needing attention and is able to readily give the detailed status of a physician list when called upon to do so.
  2. Manages the schedules for the Market field nurse practitioners on a daily basis coordinating appointments around patient’s geographic locations as well as appointment type needs.  Ensures schedule capacity is maximized and notifies Clinical Services Manager when schedule is underutilized.
  3. Ensures the center is functioning effectively and safely for the members. Has the ability to step in and cover front desk functions, assist with patient registration and initiate patient scheduling calls.   Must display effective, productive management style that holds team members accountable to realistic measurable goals as evidenced by monthly Service Center appointment statistics.
  4. Manages the time and attendance of the hourly team members and the staffing needs ensuring that the Center is appropriately staffed. Works with Clinical Services Manager to provide cross coverage to other Service Centers if needed.  
  5. Participates in employee evaluations providing input on areas for employee development as well as capturing areas of excellence.
  6. Demonstrates proficient knowledge of Member Viewer, Market Central, Provider Viewer, CCMS and electronic health-care record for managing the incoming wellness assessment requests. 
  7. Ensures that field visit requests are processed in a timely manner as per division protocols.
  8. Oversight to guarantee electronic medical record chart prep is complete prior to patient appointment in service center or field. Includes confirming member’s health plan type for appropriate scheduling and billing.
  9. Supervises the human relations and team building side of the Service Center bringing any significant issues to the Clinical Services Manager.
  10. Communicate with staff each morning regarding center operational status/ needs for the day.   
  11. Collaborate with Primary Care Physician (PCP) offices to ensure a positive working relationship with the Office Manager and that the lines of communications are open.  Triages complaints that are raised by the Office Manager involving Service Center Team members or Peoples Health Employees.  
  12. Uses sound judgment on identifying issues that need escalation and triages issues from PCP offices, Navigators or members while keeping the Clinical Services Manager informed/involved. 
  13. The Service Center Supervisor addresses member inquiries and concerns in a professional manner by listening and showing respect. When appropriate, the supervisor takes action to resolve complaints ensuring member retention and satisfaction by following department guidelines. Draws on past experience to accomplish customer service goals with little or no managerial intervention. |
  14. Ensures that the Service Center has the appropriate supplies and documents to fully function.   Manages the maintenance and upkeep of the office and medical equipment.
  15. Participates in the hiring process to carefully select the Service Center team members.  Responsible for training all new staff on daily operational responsibilities, processes and work-flows.  
  16. Works with Navigators and Care Coordination team to ensure that Comprehensive Wellness Assessments are scheduled and completed. Ensures follow up activities are completed for no shows, cancellations, and rescheduling opportunities.
  17. Supervise Service Center team ensuring medical assistants complete chart preparation and oversee the quality of the record documentation.
  18. Effectively promotes and explains Peoples Health products, services, and policies on the telephone as well as a face-to-face communication. Coordinates directly with Marketing to prepare all aspects of new member orientation.
  19. Acts in accordance with Peoples Health vision and values. Participates, supports and is active in development programs, staff meetings, and performs company educational offerings in a timely manner. Demonstrates as well as promotes the concept of a team member and pursues additional tasks to ensure excellent service without managerial instruction.
  20. Completes special assignments in an accurate and efficient manner with little or no intervention from management and performs all duties assigned by Manager.
  21. Serve as liaison with vendors and senior staff in regard to event-related matter such as new member orientation.

 

Core Competencies

  • Ability to effectively motivate and manage a team
  • Ability to manage multiple projects and organizes and schedules people and tasks
  • Ability to have sound judgment regarding issue escalation to Clinical Services Manager
  • Organization skills
  • Responds to situations as they arise with minimal supervision
  • Plans work and carries out tasks with attention to detail
  • Researches and analyzes problems skillfully for possible improvements
  • Works harmoniously with staff, peers and management
  • Demonstrates knowledge of skills, equipment, procedures and materials
  • Applies knowledge to identify issues and internal problems
  • Works to develop additional technical knowledge and skills
  • Responds to requests for service in a timely and thorough manner
  • Writes and speaks effectively; uses consideration and tact
  • Follows detailed procedures and ensures accuracy in documentation and data
  • Projects a positive, willing attitude along with team building skills.
  • Commitment to providing quality interactions with our members, providers and customers.
  • Ability to work in a fast paced environment with competing priorities. 

 

Qualifications

  • High school diploma or GED
  • Minimum of three (3) years experience in an outpatient clinical environment such as physician office or outpatient hospital department preferred
  • Required minimum of two years supervisory experience leading/directing a team
  • Knowledge and experience of Microsoft Office – Word and Excel, required
  • Knowledge of Access, Power Point and Visio, preferred
  • Knowledge of and experience with an electronic medical record, preferred
  • Excellent oral and written communication skills.
  • Knowledge of managed care, benefit plans, and claims adjudication preferred

Supervisory

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