[Hiring] Patient Services Supervisor Contact Center @CommonSpirit Health

Role Description

As the Patient Services Supervisor, Contact Center, you will lead and manage all operational aspects of the contact center(s), ensuring high-quality, patient-centric care aligned with Dignity Health's values. This role involves providing strong leadership to maximize service delivery effectiveness and financial performance, while fostering a culture of "humankindness" among staff.

• Drive team results and process improvements.
• Handle escalations from Patient Service Representatives (PSRs) and increase staff capabilities.
• Collaborate with care center and provider leadership to maintain a patient-focused environment.
• Resolve operational and financial issues.
• Participate in initiatives to continually improve contact center operations.
• Analyze program goals and service delivery trends to make accurate projections for resource needs.
• Use performance metrics to monitor and improve census, operational, financial, and patient satisfaction outcomes.
• Demonstrate ownership for overall team results; recommend and lead the implementation of action plans to improve the team's achievement of service level(s).
• Encourage ownership of and group participation in improvement initiatives.
• Support a vision and culture that reflects a patient care-focused environment.
• Participate in work groups, teams, task forces, and committees to support ongoing improvement in contact center operations.
• Analyze program goals and objectives given current contact center service delivery trends.
• Use contact center performance metrics and other benchmarking tools to review performance.
• Oversee quality of task management to support patients and providers.
• Mentor and coach contact center staff on areas of improvement.

***This is primarily a work-from-home position for California residents, with occasional onsite work required. Travel to various locations throughout the US will also be expected.

Qualifications

• Minimum of 1 year of lead or supervisory experience in a fast-paced, customer service focused contact center or equivalent experience.
• High school diploma or GED.
• Demonstrated ability to effectively supervise productive, engaged teams and work with providers.
• Knowledge of or ability to learn management reports.
• Knowledge of computers, systems and software, including word processing, spreadsheet, database, clinical information systems, electronic medical records, billing systems, and other application packages.
• Health insurance knowledge of HMO, PPO and capitated risk plan contracts as they relate to providers and practices.

Requirements

• Bachelor's degree preferred.
• 2 years experience as supervisor or management level in a patient-focused and service/provider healthcare environment preferred.
• Ambulatory clinic operations experience preferred.