What are the responsibilities and job description for the Supervisor of Patient Access Quality Assurance position at Childrens Hospital Colorado?
Job ID
68696
Location
Aurora, Colorado
Full/Part Time
Full-Time
Regular/Temporary
Regular
Why Work at Children's....
Here, it’s different. Come join us.
Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.
Here, the nation’s brightest nurses, physicians, scientists, researchers, therapists and care providers are creating the future of child health. With an optimist’s outlook, a trailblazing spirit and a celebrated history, we’re making new strides every day.
We’ve been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the nation’s top 10 pediatric hospitals by U.S. News & World Report.
As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 12 specialty care centers, 400 outreach clinics and 7,000 healthcare professionals representing the full spectrum of pediatric care specialties.
We need your expertise.
A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it’s different. Do you have what it takes?
Additional Information
Department: Appointment Center
Hours per week: 40, eligible for benefits
Shift: Must be available to work between the hours of 7am to 7pm to include occasional weekends.
Job Overview
The Supervisor of Patient Access Quality Assurance & Training works with the contact center’s cross-functional teams to improve the daily interactions between the hospital and its patients and families. The Supervisor of Patient Access Quality Assurance & Training is responsible for developing a team of trainers and quality assurance team members, who work in partnership to ensure that contact center agents are proficient in their roles and perform contact center workflows and customer service efforts with high quality.
Responsibilities
POPULATION SPECIFIC CARE
No direct patient care.
ESSENTIAL FUNCTIONS
An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.
Evaluates performance of team members, providing continuous feedback. Manages discipline and performance issues; hires and terminates team members. Identifies resource requirements, develops recommendations for addressing requirements. Partners with Revenue Cycle Training to ensure appropriate technical credentialing.
Determines quality standards by studying inbound and outbound calls, Web requests, and other interactions to determine the process, performance and system issues that interfere with optimal consumer experience. Develops programs and analytics to evaluate quality of program, post-call surveys, and HIPAA compliance and communicates results to leadership with recommendations for changes.
Oversees Quality Assurance Program and staff and maintains and updates relevant materials as needed
Collaborates with trainers to create curriculum and lesson plans across all contact center services. Serves as back-up trainer.
Supervises day-to-day activities of team members including, but not limited to, assigning and reviews work, provides work instruction, developing team members and time keeping administration.
Leads the development of an effective training program based on the skills needed and learning objective(s) defined in collaboration with contact center management. Identifies areas of improvement to training curriculum and material by actively monitoring and evaluating proficiency and progress. Organizes updates to existing training material/manual(s) and provides recommendations to leadership.
Assists with the implementation and maintenance of department specific policies, procedures, and guidelines while ensuring consistency with evidence-based practice and organizational policies, standards, and procedures.
Resolves operational and patient/family issues, making decisions that are inclusive of multiple perspectives and solves underlying problems.
Assists team members in achieving unit outcomes, performance and professional development standards; identifies opportunities for continual improvement.
Ensures the application of relevant learning theories and the use of appropriate channels (e.g., online, instructor led, resource guides, job aides) to the design, development and delivery of educational material and training classes
Participates in implementation team meetings, identifying areas of training requirements
Other Information
SCOPE & LEVEL
Guidelines: Guidelines are in the form of stated objectives for the section, unit, function, or project. Is normally the first level of full supervision in a classification series. Performs most elements of supervision over 50% of the time. May also perform the work of front line staff as needed.
Complexity: Work assignment is generally unstructured and employee is responsible for assigning and supervising a variety of functions to achieve the objectives of the section, unit, or project. Duties performed involve weighing and evaluating factors requiring judgment, analytical ability, and problem solving.
Decision Making: Employee is responsible for simultaneous coordination and supervision of several functions, programs, or projects in various stages of completion. Primary responsibility for arranging and directing the work of two or more employees.
Communications: Contacts are of a non-prescribed nature involving the negotiation and resolution of problems and where exceptional degrees of discretion, judgment, and specialized knowledge are required in carrying out the programs and policies of an organization.
Supervision Received: Under managerial direction, the employee has personal accountability for carrying out the work objectives of an organizational unit or section within the scope of established guidelines and the mission of the organization or department. Employee is expected to resolve problems that arise in the normal course of the work. Work may be discussed with higher level supervisors and reviewed for soundness of judgment and feasibility of decisions.
Qualifications
Education: High School diploma or equivalent.
Experience: Minimum of two (2) years previous relevant experience in a Contact Center.
Equivalency: Bachelors’ degree in Administration, Health Care Administration, Management, Finance, or related field will substitute for the required experience on a year-for-year basis.
Physical Requirements
Ability to Perform Essential Functions of the Job
Audio-Visual: Color Discrimination – Fair
Audio-Visual: Depth Perception – Fair
Audio-Visual: Near Vision: Good
Audio-Visual: Far Vision: Good
Audio Visual: Hearing: Good
Motion: Bend : Up to 1/3 of the time
Motion: Reach up to 1/3 of the time
Motion: Carry up to 1/3 of the time
Motion: Pull up to 1/3 of the time
Motion: Push up to 1/3 of the time
Weight Lifted/Force Exerted: Up to 30 lbs.
General Activity: Stand/Walk up to 4hrs a day
Work Environment
Identify (list) work environment conditions
Exposure: Exposure to blood/body fluid: Occasional
Exposure: Exposure to cold/heat: Occasional
Exposure: Exposure to infectious disease: Occasional
Mental and Emotional Requirements: Manages stress appropriately
Mental and Emotional Requirements: Works with other effectively
Mental and Emotional Requirements: Handles multiple priorities effectively.
Mental and Emotional Requirements: Independent discretion/decision making.
Mental and Emotional Requirements: Makes decisions under pressure.
Mental Stress: multi-tasking, meeting deadlines, prioritizing
Equal Employment Opportunity
It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.
Salary Information
Annual Salary Range (Based on 40 hours worked per week): $57,085.51 to $85,628.26
Hourly Salary Range: $27.44 to $41.17
Benefits Information
As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, 403b employer match (retirement savings), and a robust wellness program.
Salary : $27 - $41
