Patient Engagement Center Supervisor

SECTION 1: Job Summary (Summary of the basic functions of the position)

The Supervisor, Patient Engagement Center (PEC) is responsible for managing the daily operations of their assigned Patient Engagement Center team. The Supervisor is accountable for leading their team in execution of goals and key performance indicators (KPIs). They support the overall departmental goal of delivering world class patient care as measured by quality results, valuing our patient’s time and conversion rates. The Supervisor reports to the Manager, Patient Engagement Center and works closely with practice leadership and administration.

SECTION 2: Duties and Responsibilities (Responsibilities necessary to accomplish job functions)

• Deliver excellence in customer service and world class patient care by making the most effective and efficient use of the PEC Advocate team and technology resources.

• Responsible for the direct oversight for the PEC Advocates providing servant leadership. Initiate feedback and positive communication while measuring performance, motivating and promoting a healthy work environment.

• Drive and support overall departmental goal of delivering world class patient care, as measured by quality results, valuing our patient’s time, conversion rates, providing exceptional patient care equally in all scorecard metrics for all agents.

• Assist with interviews, hire, train, develop, motivate, evaluate, and coach team members on work performance, proper call handling, attendance, performance reviews, coaching documentation, productivity and teamwork.

• Maintain consistent quality team relation practices in accordance with company guidelines and provide effective communication, training, development and support of team members.

• Monitor calls, call reports, and down time tasks for each PEC Advocate on a routine basis and give ongoing feedback resulting from each call.

• Maintain a current understanding of clinic operations and procedures and ensure PEC Advocates are up to date.

• Ensure understanding and compliance with Company Policy and Federal/State/Local Law (i.e. HIPAA, DOL, etc.)

• Handle escalation calls, as necessary, from patients in regards of scheduling concerns and the EMR system.

• Work closely with and communicate regularly with other managers and supervisors to create cohesion, positive work relations and efficiency between the different departments and sites.

• Investigate patient, team member, and practice complaints and counsel or manage accountability, as needed.

• Maintain a positive working relationship with practice physicians, extended team, patients, and other healthcare professionals.

• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.

• Performs other duties that may be necessary or in the best interest of the organization.

SECTION 3: Patient Population Served (For nursing / patient care positions)

• Team members will work with patients of all ages, races, and genders

SECTION 4: Education, Licensure & Certification Requirements

Education requirements:

Less than high school

X High School or GED Required

Vocational / Technical Degree or Certification

Degree – RN

Degree – Other:

4 years / Bachelor’s Degree or associates degree preferred

Post Graduate Degree

SECTION 5: Experience Requirements

• 1 years of supervisory/management experience in a high-volume, fast paced call center and/or medical office experience and ability to multitask is preferred.

• Experience in multiple systems and programs required (Electronic Medical Records, Microsoft Office Suite).

SECTION 6: Knowledge, Skills and Abilities Requirements

• Detail oriented, professional attitude, reliable

• Management and organizational skills to support the leadership of this function

• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations

• Embrace change. Use positive coaching and be a role model of expectations to the team. A change management advocate and leader.

• Interpersonal skills to support customer service, functional, and teammate support needs

o Able to communicate effectively in English, both verbally and in writing

• Ability for basic to intermediate problem solving, including mathematics

• Intermediate computer operation. Must be able to work with multiple systems and programs

o Proficiency with Microsoft Excel, Word, and Outlook

• Specialty knowledge of systems relating to job function

o Electronic Medical Records (EMR)

• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

SECTION 7: Supervisory Responsibilities:

• Directly supervises team members in the Patient Engagement Center (OPT/OPH).

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

• Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

SECTION 8: PHYSICAL DEMANDS:

Physical Requirements % of Time LBS Physical Requirements % of Time LBS

Bending 0 Vision – close/distance 100

Carrying 0 25 Vision – color vision 100

Climbing 0 Vision – depth perception 100

Driving 0 Vision – peripheral vision 100

Grasping 10 Vision – ability to adjust focus 100

Hearing 100 Stooping 25

Lifting 10 25 Walking 75

Pulling 0 25 Writing/Typing 100

Pushing 0 25 Speaking 100

Reaching 10 Fine Motor Skills 100

Sitting 100 Use of Hands 100

Standing 100 Other (please describe)

Location

For remote team members, maintain the ability to work in a remote environment while performing required duties and remaining patient focused. Able to work varying shifts including early mornings/evenings to attend meetings and cross training or support other initiatives.

The team member is responsible for providing and maintaining a workspace where interruptions are

controlled during work hours. The work area should have minimum noise and distraction and be suitable

for guarding confidential Company information.

Must reside in the following states: AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, VA