What are the responsibilities and job description for the Provider Service Supervisor - Priority Health position at Spectrum Health?
Job Summary
Provide frontline labor coordination, support, accountability, and direction for Provider Services Representatives, Coordinators, and Leads to ensure that individual and team quality and efficiency standards are met. Facilitate regular employee feedback, development, corrective action, and career planning discussions based on collected feedback, data, and observations available via quality evaluations, productivity reporting, coaching sessions, and other sources. Collect information for collaboration within and without the department for the purposes of continuous improvement and improved organizational outcomes.
Essential Functions
- Coordinate with leadership and other necessary parties in participation with the interviewing, screening, and hiring of new and advancing employees to ensure the most viable candidates are hired and supported through onboarding or advancement training.
- Lead front line staff in coaching, accountability, and direction though regularly scheduled one-on-ones—presenting Provider Service Representatives with accountability directives, encouragement, coaching, improvement opportunities, and developmental opportunities gathered through regular personal observations and aggregate feedback received through available data and informational sources.
- Lead, support, develop, and hold accountable Provider Service support staff, i.e. Provider Service Coordinators and Provider Service Leads, through regularly scheduled one-on-ones and in the moment coaching and feedback as necessary to ensuring the successful execution of daily operational processes and frontline staff support and development.
- Coordinate essential team communications with peers, leadership, and other departments to ensure the accuracy and consistency of team communications regarding updated expectations, policies, procedures, regulations, and other organizational or industry changes.
- Contribute to the ongoing development of, replacement of, and addition to employee resources essential to Provider Service Representative essential job functions as opportunities for edit or enhancement are presented in the course of other Provider Service Supervisor duties.
- Engage in and contribute to the strategic development of a healthy, positive, accepting, supportive and fulfilling team culture through efforts focused on emphasizing Provider Service Representative satisfaction, purpose, and connection.
- Provide tertiary support to Provider Service Representatives via chat, phone, email, or CRM queues, in alignment with department procedures, in pursuit of resolution and the promotion of representative call intake capacity.
- Provide feedback, support, and recommendations on observed barriers to successfully meeting team metrics, as well as organizational process opportunities contributing to a degradation in organizational and customer efficiency and satisfaction.
Qualifications
Required
- High School Diploma or equivalent
- Bachelor's Degree or equivalent or equivalent, or 5 years experience in health care or insurance industry.
- 3 years of relevant experience typically gained through related experience in a provider service environment with all or some of said experience in a supervisory, lead, or coordinator role, coaching and motivating frontline staff.
Strongly Preferred
- Call center experience in a healthcare setting
- Knowledge/familiarity with Priority Health products
Physical Demands
- Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
- Waist to Waist > 5 lbs: Seldom up to 10 lbs
- Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
- Waist to Overhead > 5 lbs: Seldom up to 5 lbs
- Bilateral Carry > 5 lbs: Seldom up to 10 lbs
- Unilateral Carry > 5 lbs: Seldom up to 5 lbs
- Pushing Force > 5 lbs: Seldom up to 25 lbs
- Pulling Force > 5 lbs: Seldom up to 15 lbs
- Sitting: Frequently
- Standing: Occasionally
- Walking: Occasionally
- Forward Bend - Standing: Seldom
- Forward Bend - Sitting: Seldom
- Trunk Rotation - Standing: Seldom
- Trunk Rotation - Sitting: Seldom
- Squat: Seldom
- Supine Lying: Seldom
- Stair Climbing: Seldom
- Crawling / Kneeling: Seldom
- Driving: Seldom
- Reach - Above Shoulder: Seldom
- Reach - at Shoulder or Below: Seldom
- Handling: Occasionally
- Forceful Grip > 5 lbs: Seldom
- Forceful Pinch > 2 lbs: Seldom
- Finger/Hand Dexterity: Frequently
- Visual Acuity ¹[None = No; Seldom = Yes]: Seldom
Primary Location
SITE - Priority Health - 1231 E Beltline - Grand Rapids
Department Name
PH - Provider Call Center
Employment Type
Full time
Shift
Day (United States of America)
Weekly Scheduled Hours
40
Hours of Work
8 a.m. to 5 p.m.
Days Worked
Monday to Friday
Weekend Frequency
N/A
CURRENT SPECTRUM HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Spectrum Health team members only.
Spectrum Health is committed to providing a safe environment for our team members, patients, visitors and community. That is why we require a drug-free workplace and various vaccinations as a requirement for employment.
Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.
Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.
Salary : $50,400 - $63,900
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