Customer Service Representative Supervisor
Customer Service Representative Supervisor
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$ 67080 - 68640
1 Vacancy
Job Description
Job Details
Description
At DAP Health we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider we deliver compassionate high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health wellness programs and beyond with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate innovative organization dedicated to making a meaningful impact in the lives of those we serve. If youre looking for a dynamic and purpose-driven environment we invite you to explore the opportunity to contribute to our mission.
Job Summary
The Customer Service Representative Supervisor supervises the Customer ServiceRepresentatives and assists patients medical staff and providers. The CSR Supervisor is alsoresponsible for answering phones scheduling appointments and maintaining the receptionarea. They work closely with their supervisor to apply performance evaluations and developperformance plans for Customer Service Representatives. They make recommendations on
staffing needs and participate in interviews with customer service representatives. Their role inmonitoring patient flow ensures that patients do not wait for extended periods. Importantly theycollaborate with the clinic manager and RN in charge of developing and modifying workflows asneeded and promoting a team environment.
The position requires excellent interpersonal and customer service skills. They must also becourteous and helpful and possess the ability to meet and speak with the public as the clinicsfirst contact. The role aligns with DAP Healths Mission and Core Values making it ameaningful and purpose-driven opportunity.
Supervisory Responsibilities
- Review weekly timesheets for accuracy review employee submissions and updates asneeded; approve timesheets by required timeline
- Conduct one-on-one meetings (monthly at a minimum frequency preferably bi-weekly)scheduled conversations and annual performance reviews with direct reports byrequired timeline
- Attend mandatory Managers Learning Collaborative trainings
- Participate in Practice Management Workgroup Meetings
- Partner with People Operations to:
- Develop a learning plan for employee development goals to provide tools neededto excel in their position
- Implement and follow a process to address performance issues as they arise
- Prepare a comprehensive onboarding process for each specific position for allnew hires
- Address serious issues that may require interventions or investigations
- Develop and monitor departmental and program/project operating budgets costs andschedules
- Supervise lead coach and use best management practices to improve staffperformance
- Support and model the identified vision values and behaviors of the organization
Essential Duties/Responsibilities
- Ensure established patient information (demographics) in the practice managementsystem is being reviewed and updated at every visit
- Follow up on bad address reports provided by the Clinic Manager/Clinic Administrator
- Monitor insurance verifications are being done every day; ensure insuranceupdates are being made and insurance cards are presented at every visit
- Ensure patients with no insurance coverage are being referred to the CareCoordinator Specialist for assistance
- Ensure patients are registered within 15 minutes
- Monitor incoming calls through the HUD and assign additional staff (whenneeded) to answer phones to ensure calls are being in a timely manner
- Keep Clinic Leadership informed of office equipment upkeep and maintenance
- Ensure provider schedules are booked
- Publish customer service representative schedules
- Assist Clinic Manager/Clinic Administrator with office supplies inventory and ordering
- Ensure the CSRs are batching out at the end of the day
- Promote and ensure patient My Chart signup up and usage is being doneaccordingly
- Ensure appointment reminder calls are done daily
- Ensure follow up phone calls are being done for all no shows/missed appointments
- Acknowledge and assist everyone who walks in the door while with a smile and aprofessional greeting while maintaining eye contact
- Communicate with customers to resolve problems and concerns in acourteous professional and timely manner
- Provide all customers with consistent quality service in accordance with DAP Healthcore values and standards of customer service
- Be proactive in communicating with customers regarding problems or delays
- Collect all payments due on patient account (co pays sliding fee deposits paymentfor cash paying patients and outstanding balances)
- Monitor Call Dashboard to ensure incoming calls are answered within 3 rings& make patient calls in a courteous and professional manner
- Perform check in duties per Check-In Process workflow
- Perform Registration Duties when assigned per Registration Process workflow
- Understand the organizations commitment to provide high quality patient care andpromote a patient centered environment
- Perform other duties as assigned
Qualifications
Required Skills/Abilities
- Excellent oral and written communication skills
- Effective interpersonal skills including ability to de-escalate interactions with staff andpatients and lead with emotional intelligence
- Bilingual in Spanish/English preferred
- Ability to operate office equipment (i.e. computer; copier; scanner; fax machine andcredit card machine)
- Ability to use Microsoft Office and Windows
- Possess effective listening skills
- Possess problem analysis and problem-solving skills
- Attention to detail and accuracy
- Demonstrate initiative
- Ability to multi-task
- Maintain composure during high stress situations
- Excellent social skills professional demeanor and leadership
- Excellent organization and time management
- Excellent follow-up and follow-through
- Follow and implement policies protocols and procedures
Education and Experience
- Minimum one year Customer Service experience
- Minimum one year experience operating a multi-line telephone or switch board system
- Current BLS certification obtained through the American Heart Association or AmericanRed Cross
- Proficiency in Microsoft Office
- Supervisory experience preferred
Working Conditions/Physical Requirements
- This position is on-site
- Able to lift/move up to 40 pounds move from place to place and stand for long periodsof time
- Requires current and valid drivers license and current personal auto insurance
- Able to travel to DAP Health locations throughout San Diego and the Coachella Valley
Required Experience:
Manager
Employment Type
Full-Time
