The Supervisor of Patient Services is responsible for timely and accurate response to all patient inquiries received telephonically, through email, the company’s web site or other channels. The position is responsible for receiving, researching, resolving and documenting all escalated patient issues and complaints through the company’s approved process and ensuring that any identified system or process issues are rectified. This position will have oversight and responsibility of key systems, process, vendors and work types that support providing optimal patient service.
on a day-to-day basis.
Supervises daily billing and collections activities to ensure maximum efficiency. Provides guidance and direction to staff; covering all aspects of delivering exceptional customer service and understanding billing and collection standards/procedures. Responsible for the creation, maintenance and timely updates to all patient service policies and procedures, job aides, desk-level procedures and other supporting documentation necessary to ensure timely and accurate service is delivered.
Responsible for performance management of patient services team members including assessing current-state skills and capabilities then creating and executing individual development plans to improve individual and team performance.
ATTRIBUTES / QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
This position requires excellent communication (verbal and written), customer service and analytical skills as well as the ability to interact with all levels of management and a highly diverse population. Must have strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills. Must be empathetic, detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues. Must convey a strong professional image, exhibit interest and a positive attitude toward the work and the company and demonstrate leadership qualities at all times.
Associate’s Degree or the equivalent plus a minimum of two years of experience in a lead/supervisory role generally required. Demonstrated success in leading others. A minimum of 2 years of experience in call center operations, preferably in the medical, insurance or healthcare field is also required. Knowledge of Excel, Word and Outlook is also required.
CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.