Job Description
Job Description
Job Title: Call Center Supervisor (Patient Support)
Department: Clinic
Reports to: Clinical Operations Manager
Supervises: Patient Support Representatives (Call Center Staff)
Job Summary: The Call Center Supervisor oversees various administrative tasks and serves as the primary point of contact for call center staff, ensuring the call center operates efficiently and smoothly.
Supervisory Responsibilities:
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Manage, monitor and coordinate to ensure the team is delivering outstanding customer service to patients through inbound and outbound calls, addressing their inquiries, concerns, and requests in a professional and empathetic manner.
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Oversee and lead the patient support team, providing guidance, staff scheduling, training, and support to staff members.
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Ensure that phones are answered in a timely manner, voicemails are being reviewed and responded to appropriately, patients are efficiently registered and admitted to the clinic, complying with all relevant regulations and protocols.
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Promote a positive patient experience by addressing patient concerns and complaints related to registration and admission processes.
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Monitor the accuracy and completeness of patient data and records to maintain data integrity.
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Verify patient insurance information and obtain pre-authorization, when necessary.
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Coordinate and manage staff schedules to ensure adequate coverage and optimal patient access service hours.
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Conduct regular performance evaluations for staff members, providing feedback and recognizing exceptional performance.
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Manage daily, weekly and monthly reports requested by supervisors.
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Other duties as assigned.
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Stay updated on healthcare regulations, HIPAA guidelines, and insurance requirements to ensure compliance within the department.
Duties/ Responsibilities:
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Schedule patient appointments, procedures, and tests, taking into account physician availability and patient preferences.
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Verify and document patients' insurance coverage, ensuring accurate billing and reimbursement.
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Maintain and update patient medical records, ensuring compliance with privacy regulations (e.g., HIPAA).
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Provide patients with information regarding their financial responsibilities, including co-pays, deductibles, and payment options.
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Enter patient information accurately into the electronic health records (EHR) system and other administrative databases.
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Offer excellent customer service by addressing patient inquiries, concerns, and complaints, and providing guidance on hospital policies and procedures.
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Collaborate with healthcare providers, nursing staff, and other administrative personnel to streamline the patient access process.
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Stay up-to-date with healthcare regulations and compliance standards, especially those related to patient registration and information security.
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Adheres to department policies.
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Other duties as assigned.
Education/Certifications/Licenses
Required
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High school diploma or equivalent.
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CMA certification through an accredited certified medical assistant program required.
Experience
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High school diploma or equivalent.
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At least 2-4 years of experience as Patient Access/support Specialist
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At least one year of experience in a healthcare administration or a related field preferred.
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CMA certification through an accredited certified medical assistant program required.
Required Skills/Abilities
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Physical, sensory, and cognitive abilities sufficient to perform essential functions.
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Critical thinking skills
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Good interpersonal and written and verbal communication skills.
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Proficiency in using electronic health record (EHR) systems and other healthcare software.
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Knowledge of insurance verification and medical billing processes.
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Understanding of patient privacy laws, such as HIPAA.
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Strong attention to detail and organizational skills.
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Ability to work in a fast-paced, high-stress environment.
Contacts
Internal: Patients, Providers, staff, volunteers
External: Patients, Providers, Vendors
Physical, Mental Demands/Working Environment
Physical Requirements: Light work - exerting up to 15 pounds of force occasionally (up to 33% of the time). Possible exposure to contaminated needles and infectious body substances. Requires the ability to work designated shift lengths (including 8 & 12 hours).Prolonged periods of sitting at a desk and working on a computer and standing, bending and moving.