Supervisor, Patient Access Services, Fulltime, Hybrid, New Jersey

Job Overview:

This position will be responsible for the daily operations of the functions provided by the centralized contact center such as; incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services.  Provides leadership and support ensuring staff provide timely, accurate, efficient, and compassionate service to all customer needs.  Manages staff performance and quality through positive and engaging coaching and development to exceed goals and adhere to established business processes and policies.  Provides exemplary leadership and is committed to and models the mission and values of the department and organization. 

Qualifications:

Required:

• High School Diploma or Equivalent
• Minimum 2 years of contact center experience in a contact center, preferably in healthcare in a leadership role
• Experience with healthcare scheduling workflows

• Excellent verbal and written communication skills
• Exceptional customer service skills are

Preferred:

• College Degree 
• Medical terminology and computer skills 

Essential Functions:

• Conducts all supervisor duties and responsibilities in accordance with RWJBH policies and procedures. Enforces moral and professional standards in harmony with the department and enterprise mission, vision, and values.
• Maintains and demonstrates extensive knowledge of all scheduling and registration protocols and system processes for both hospital and physician practice groups and ensures staff are trained adequately for multiple specialty scheduling across the enterprise.
• Supervises and directs the day-to day activities, functions and all related processes for a team of contact center staff ensuring the expected performance criteria is met.
• Provides coaching and counseling of staff, performance plans, and other employee disciplinary processes.
• Accountable for productivity and efficiency.  Monitors and analyzes team level productivity, compliance, quality and workload using all available reporting and recording resources.
• Provides support to contact center team regularly and proactively, understands that effective support of staff is key to the departments success. Conducts routine one on one interactions with team members.
• Functions from a service and compassion orientated perspective modeling the highest level of service for staff.  Ensures customer interactions and inter-personal communications are friendly, empathetic, and focused on service. 
• Serves as the primary resource for customer escalations and ensures matters are resolved promptly.
• Escalates questions/ issues in a timely manner by seeking assistance from contact center leadership to ensure the highest level of customer satisfaction.
• Partners with other management to ensure cross collaboration and sharing of best practices.
• Monitors calls and other interactions to proactively identify potential learning opportunities. Communicates successes and opportunities to staff.
• Performs front line scheduler functions when needed.
• Ensures staff meet annual compliance requirements and all interactions comply with such regulatory requirements.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time, with or without notice.