Supervisor, Appointment Center
Supervisor, Appointment Center
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USD 27 - 35
1 Vacancy
Job Description
Who We Are:
SAC Health empowers our patients and their families to live vibrant and healthy lives through culturally responsive exceptional care. Patient-centered whole-person care. Our unique full scope team-based approach is what makes SAC Health the provider of choice for patients.
Top-Tier Patient Satisfaction Scores Largest Teaching Health Center FQHC 11 Locations offering 44 Specialties NCQA Patient-Centered Medical Home Level 3 Certified Multi-Site Approved for NHSC & NCLRP loan forgiveness programs - NHSC/Nurse Corps/Pediatric Specialty HPSA Scores: Primary: 17 Dental: 25 Mental: 20
What We Are Looking For
The Supervisor Appointment Center is responsible for queuing incoming telephones for all departments. Coordinate problem resolution and escalation process. Responsible for informing educating and training other team members about system and resolution techniques. Must have a strong understanding of appointment center operations insurance plans and determining insurance coverage and financial qualifications for discount programs while communicating a positive attitude and presence to the client through pleasant language tone and expression. Responsible for setting work standards within the appointment center. Performs other duties as assigned by the Appointment Center Manager.
Schedule:4 days per week 10 hours per day Tuesday - Friday 8:30am - 7:00pm Location: Hospitality Lane Administrative Offices San Bernardino CA
ESSENTIAL FUNCTIONS AND DELIVERABLES
- Supervise the daily operations of the Appointment Center team members to include but not limited to; tracking editing and monitoring time and attendance counseling and discipline measures.
- Provide training for new and existing team members within the Appointment Center departments on a variety of topics to include but not limited to workflow processes system information and system navigation.
- Effectively mentor and lead team members towards achievement of common goals. Communicate and interact effectively with all levels of staff to achieve department and company goals.
- Greet all staff and patients according to the expectations and standards of SAC Health by phone in person and or electronic communication. Always exhibit professional demeanor.
- Communicate a positive attitude through pleasant language tone and expression while following department guidelines and call standards.
- Assist with interview and onboarding processes.
- Engage team members to identify learning and grow opportunities while increasing knowledge competence and performance.
- Accept process and report on escalations. Effectively manage difficult or emotional customer situations escalate as needed.
- Determine appropriate program or payer sources for each patient based on complex criteria including medical services needed age income etc. Depend upon the department for example Womens Health/OB for Every Women Counts (EWC) program.
- Using the sliding fee scales assist in interviewing patients. Determine amount of discount by obtaining family size income data and utilizing federal poverty guidelines in conjunction with SAC Healths sliding fee schedule.
- Schedule cancel and edit appointments for assigned departments and internal referrals to SAC Departments. Verify insurance eligibility on a variety of payer sources when scheduling appointments.
- It is the expectation of SAC Health that all staff members exhibit critical thinking and problem-solving skills using available resources to gain knowledge facts and data to effectively solve problems.
- Monitor team members schedule adherence and their work product for quality assurance.
- Track analyze and report out on call statistics call trends performance and process improvement opportunities as directed by management.
- Independently manage time and activities without prompting.
- Other duties as assigned.
QUALIFICATIONS:
- Education: High school diploma or GED required. Associate degree is preferred.
- Licensure/Certification: As a requirement of this position you must receive EPIC certification for the module you have been hired into.
- Experience: Minimum of two years working in a healthcare patient access or call center work environment. Knowledge of Call Center/Appointment Center operations is required.
- Essential Technical/Motor Skills: Telephone skills and computer competency required. Ability to calculate figures and amounts such as discounts and percentages is required. Exceptional grammar skills. Experience with Microsoft Office Word Excel and Power Point. Demonstrate a strong flexible work ethic and high attendance standards. Ability to accept constructive criticism and offer feedback. Community clinic experience preferred.
- Interpersonal Skills: Possess effective communication skills by phone in writing and in person with all levels of personnel students patients and insurance agencies. Ability to read analyze and interpret procedures from various payer sources. Ability to handle sensitive and difficult situations. Exceptional active listening skills. Strong organizational leadership and interpersonal management skills.
- Essential Mental Abilities: Work with little supervision to set priorities. Ability to read analyze and interpret procedures from various payer sources; to define problems collect data establish facts and draw valid conclusions. Ability to identify core staffing issues and assist in resolving. Ensure team adhere to all SAC Healths policies procedures and standards.
- Work Eligibility: Must be legally authorized to work in the United States on a full-time basis. Must not now or in the future require sponsorship for employment visas.
EEO: SAC Health is committed to fostering a diverse equitable and inclusive work environment and is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.
Full Benefits Package Effective on Your First Day!
Industry Leading PTO Accrual (accrued per pay period) Sick Leave Paid Holidays Paid Jury Duty Bereavement SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection) Retirement - up to 8% employer contribution Continuing Education and Learning Benefits Annual Mission Trip and much more!
Learn More About the Work We Do:
Required Experience:
Manager
Employment Type
Full-Time
