Under general supervision of the Manager, the Customer Service Supervisor for PACE Clinic is responsible for overseeing the daily operations of the PACE Scheduling and PACE Medical Record departments. This incumbent will provide guidance to the PACE schedulers and medical records staff to address and resolve participant scheduling issues and medical record requests. This position resolves complex issues and handles escalated problems as they arise from outside specialty entities. The Supervisor will work closely with the PACE clinical team.
POSITION RESPONSIBILITIES:
- Supervises and manages the performance of the PACE Scheduling team and Medical Record department for production, accuracy, timeliness, and efficiency.
- Improves processes by developing/revising departmental policies and procedures, desktop procedures and standard operating procedures.
- Recognizes and resolves problems impacting the department processes by collecting and analyzing information; communicates suggestions to management and develops/implements solutions as appropriate.
- Assists in the hiring process and training of new staff. Provides ongoing staff training and maintains results by coaching, counseling, and disciplining employees: planning, monitoring and appraising job results.
- Serves as the subject matter expert for ordering and scheduling services in the electronic health record system, and medical record processes.
- Resolves participant dissatisfactions by investigation and settling of issues and personally resolving escalated and complex situations for the PACE Schedulers and Medical Record staff.
- Oversees the coordination of care with transportation by reviewing the transportation manifests with the Transportation Coordinator and scheduling staff for high priority events, special circumstances and opportunities for efficiency.
- Oversees the process of monitoring and tracking missed appointments, takes action when necessary to assist the schedulers and Clinic Manager with rescheduling and potentially removing barriers to the root cause of the missed appointment.
- Participates in the bi-annual LOC audit by assisting the medical records department in ensuring all records are prepped for review.
- Fosters and maintains a collaborative relationship with internal and external business partners to ensure participant and provider satisfaction.
- Oversees the coordination of care between the schedulers and Interdisciplinary team, assists in identifying high risk situations and prioritizes cases that requires discussion or decision making.
- Assists the Medical Records and Enrollment team to ensure the needed medical records are obtained timely for all new enrollees.
- Performs routine clerical work and other duties as assigned.
Required Skills
- Establish and maintain effective interpersonal relationships with participants, co-workers and the public.
- Mange and keep track of multiple tasks.
- Communicate clearly and concisely, both verbally and in writing.
- Collect and analyze program data.
- Take a proactive approach to problem solving.
- Research and respond verbally and/or through written communication to inquiries from within CalOptima and from external agencies concerning participant-related issues.
- Initiate and follow through on projects without supervision.
- Work effectively in a team environment.
- Effectively utilize computer and appropriate software (i.e. Microsoft Office Suite) to produce correspondence, charts, spreadsheets, and/or information applicable to the position assignment.
Required Experience
EXPERIENCE & EDUCATION:
- High School diploma or equivalent required.
- 3 years of work experience in health care working in outpatient services required.
- 2 years of previous experience utilizing an electronic health record system required.
- 1 year of Supervisory or lead work experience preferred.
KNOWLEDGE OF:
- HIPAA requirements.
- Medical terminology.
- Outpatient authorization and scheduling systems.
- Microsoft Office: Word, Outlook, PowerPoint, and Excel.
Grade: K