What are the responsibilities and job description for the New Patient Supervisor position at Los Angeles Cancer Network?
The mission of The Los Angeles Cancer Network is to provide unparalleled care to each patient that comes through our doors. We offer individualized treatment using the most recent and relevant proven advances in cancer care, curated with deliberation and compassion. LACN is committed to educating and supporting our patients and their families through every step of the way. We deliver a unique approach for every patient to ensure they receive treatment best suited to their condition, age, and other important factors. We do this by participating in important clinical research, encouraging screenings for early detection, and providing innovative treatment. We are proud to be at the forefront of cancer research through our partnership with OneOncology.
Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.
Job Description:
Job Summary:
The New Patient Supervisor will supervise the day-to-day operations of the intake team, which is tasked with triaging incoming calls/inquiries from a variety of sources. The Supervisor ensures quality control by maintaining performance tracking, reporting, documentation, and coaching of the New Patient team. The Supervisor will ensure that data is accurately entered and handle the reporting performance management.
Responsibilities:
- Monitors daily activities, queues and manages work schedules to maintain service levels and customer service standards
- Point of contact for escalated calls, from team or other departments related to new patient inquiries
- Assist in handling incoming calls and scheduling new patients as necessary
- Conduct and supervise regularly scheduled monthly staff meetings and weekly huddles
- Maintain accurate daily records of new patient tracking for the administrative team.
- Monitor attendance and approve timesheets
- Hire, onboard, train, and coach new employees
- Protect patient privacy by adhering to the HIPAA confidentiality guidelines.
- Contribute to a team effort by communicating effectively with other departments, as needed.
- Maintain daily operations of the office by following standard policies and procedures.
- Other tasks as assigned
Key Competencies:
- Excellent interpersonal oral and written communication skills
- Excellent written and verbal communication skills with the ability to prioritize workload
- Detail-oriented with the ability to handle multiple tasks and answer busy phones efficiently and pleasantly
- Excellent judgment while working with callers
- Ability to maintain emotional stability to cope with human suffering, emergencies, and other stresses
- Ability to collaborate, set priorities, multitask and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
- Self-starter with a professional demeanor with a positive attitude, flexible, adaptable with exemplary customer service skills
Additional Requirements:
- High school diploma or equivalent
- Knowledge of call center environment preferred
- Strong proficiency in MS Office (Word, Excel, PowerPoint and Outlook)
- Medical Terminology-Oncology/Hematology Specific
Salary Transparency:
Exact compensation may vary based on skills, education, certifications, experience, and location.
Base Salary Range: $65,000 to $75,000
Salary : $65,000 - $75,000
