OverviewCHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.ResponsibilitiesPosition Summary:The Patient Services Supervisor, Contact Center is expected to provide visionary leadership to maximize the effectiveness of all service delivery systems, financial performance, engages staff and cultivates a contact center culture that prioritizes humankindness and patient-centric care consistent with Dignity Health and the medical group's "way" and culture. Effectively manages all operational aspects of the assigned contact center(s). Works closely with staff and providers to ensure that all fiduciary and contact center goals are met. Proactively determines workload priorities through planning, coordination and managing staff and providers to meet the care center's administrative, operational and support requirements.The Patient Services Supervisor, Contact Center has a responsibility to safeguard patient health and financial information.QualificationsMinimum Qualifications:
Minimum of one (1) year of lead or supervisory experience in a fast-paced; customer service focused contact center or equivalent experience.
High School Diploma or equivalent.
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, data base, 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.
Special Skills:
Ability to learn quickly and effectively deploy new processes and procedures. Sound analytical and problem solving skills; strong listening skills. Solid personal computer skills; familiarity with Windows-based and other software applications. Demonstrated success in supervising and motivating ACD teams and individual employees in a contact center environment with process improvement methodology, quality monitoring system and workforce management. Experience managing multiple call queues effectively balancing resources to achieve desired service levels. Is a visible and results oriented leader with a focus on doing what it takes to get the job done while ensuring strong interpersonal relationships; puts the interests of the organization ahead of personal interests. Employs a style that is transparent, credible, and focused on relationship building, influence, conviction and integrity. High degree of resilience, has a sense of urgency, is outcome drive and can thrive in environment of rapid change while effectively managing pressure in an effective and professional manner. Excellent interpersonal and communication skills. Ability to express ideas effectively, both orally and in writing. Ability to demonstrate Dignity Health's values and exercise tact and diplomacy in dealing with others. Ability to effectively supervise and motivate others. Ability to work effectively and independently under pressure with minimal direction. Supports providing exceptional patient care within a highly regulated and constantly changing environment.
Pass on-line medical terminology course with in 6-9 months of hire.
Preferred Qualifications:
2 years experience as supervisor or management level in a patient-focused and service/provider healthcare environment.
BA/BS degree
relevant skills: supervisor, lead, contact center, call center, connection center#DHMFLeaderPay Range$20.62 - $28.35 /hourWe are an equal opportunity/affirmative action employer.