Supervisor - Call Center

Who We Are

JPS Health Network is a $950 million, tax-supported healthcare system in North Texas. Licensed for 582 beds, the network features over 25 locations across Tarrant County, with John Peter Smith Hospital a Level I Trauma Center, Tarrant County's only psychiatric emergency center, and the largest hospital-based family medical residency program in the nation. The health network employs more than 7,200 people.

Acclaim Multispecialty Group is the medical practice group featuring over 300 providers serving JPS Health Network. Specialties range from primary care to general surgery and trauma. The Acclaim Multispecialty Group formed around a common set of incentives and expectations supporting the operational, financial, and clinical performance

outcomes of the network. Our goal is to provide high quality, compassionate clinical care for every patient, every time.

Why JPS?

We're More Than a Hospital. We're 7,200 Of The Most Dedicated People You Could Ever Meet. Our Goal Is To Make Sure The People Of Our Community Get The Care They Need And Deserve. As Community Stewards, We Abide By Three Rules Of The Road

• Own it. Everyone who wears the JPS badge contributes to our journey to excellence.
• Seek joy. Every day, every shift, we celebrate our patients, smile, and emphasize positivity.
• Don't be a jerk. Everyone is treated with courtesy and respect. Smiling, laughter, compassion - key components of our everyday experience at JPS.
  
  

When working here, you're surrounded by passion, diversity, and dedication. We look forward to meeting you!

For more information, visit www.jpshealthnet.org .

To view all job vacancies, visit www.jpshealthnet.org , www.jpshealthnet.org/careers , or www.teamacclaim.org .

Job Title

Supervisor - Call Center

Requisition Number

35154

Employment Type

Full Time

Division

COMMUNITY HEALTH

Compensation Type

Salaried

Job Category

Patient Care Support

Hours Worked

varies

Location:

Access Resource Center

Shift Worked

Various/Rotating Shift

Job Description

Description: The Supervisor, Call Center provides supervision and supports Call Center Staff. This position supports the training and competency of team members that report to the Access Resource Center. The Supervisor, Call Center is responsible for closing gaps and improving opportunities in access operations, design processes and programs related to supervising scheduling/pre-registration functions and ensures authorizations/pre-certification requirements are met per approved protocols and guidelines. This position also assists callers in accessing services and providing general hospital related information.

Typical Duties

• Provides direct supervision and monitoring over call agents, operators, referral agents, and other non-clinical staff reporting to Access Resource Center leadership.
• Provides input on resource allocation, organizes and supervises all related activities of the Call Center Staff.
• Works to maintain a collaborative and cooperative working relationship with staff and departments with in areas supported.
• Monitors reports to measure outcomes and operational functions and ensures transparency of operations.
• Ensures the following processes are completed prior to patient appointments: referrals, pre-authorization, pre-certification and medical necessity are met.
• Ensures quality of the service provided by maintaining current knowledge of department resources, developing and monitoring performance indicators and service delivery measurements.
• Maintains current knowledge of Medicare, Medicaid, Managed Care third party payer patient account principles, rules, regulations, billing and collections functions, requirements and procedures.
• Monitors and maintains minimal error rate in accordance with established guidelines and policies. Maintains productivity levels as established by department, Network and industry standards.
• Provides and ensures training and competency of all staff. Ensures compliance with department and Network policies and procedures.
• Performs other related job duties as assigned.
  
  

Qualifications

Required Education and Experience:

• Bachelor’s Degree in Business Administration or other healthcare related field of study.
• 1 plus years of experience working in call/contact center operations, direct customer service, or patient registration.
• 6 plus months of experience and proficiency in using Microsoft Office Suite to include Word, Excel, PowerPoint, and Outlook.
• 1 plus years of experience working in a leadership role (team lead, supervisor, etc.) in healthcare, call/contact center or direct high volume customer service environment.
  
  

OR

• High School Diploma, GED, or equivalent.
• 2 plus years of experience working in call center operations or patient registration.
• 6 plus months of experience and proficiency in using Microsoft Office Suite to include Word, Excel, PowerPoint, and Outlook.
• 4 plus years of experience working in a leadership role (team lead, supervisor, etc.) in healthcare or call/contact center, or direct high volume customer service environment.
  
  

Preferred Education and Experience:

• Bachelor’s Degree in Business Administration or related field of study.
• 5 plus years of experience in a hospital or call/contact center business or registration office.
  
  

Preferred Licensure/Certification/Specialized Training:

• NAHAM or HFMA membership.
  
  

Location Address:

1400 Circle Drive

Fort Worth, Texas, 76119

United States