Job Description

POSITION: CALL CENTER SUPERVISOR

DEPARTMENT: CALL CENTER

SCHEDULE: MONDAY- FRIDAY 8:00 AM-5:00 PM

SAC Health System is dedicated to reflect the healing ministry & love of Jesus Christ through healthcare, education & partnerships that empower our communities to flourish.

SACHS CORE VALUES:

QUALITY HEALTHCARE providing patient-centered, culturally-sensitive, equitable care that is safe, timely, effective, efficient, while seeking to prevent illness & disability TEAMWORK working together to achieve a common goal, with a willingness to serve each other in a Christ-like manner WHOLENESS ministering to the spiritual, physical, mental & emotional needs of others INTEGRITy living & working in an authentic, honest way that inspires trust COMPASSION engaging with the needs & suffering of others, out of concern for their wellbeing EXCELLENCE striving to exceed expectations for our patients, community, & staff HUMBLE SERVICE caring with a kind & selfless spirit Respect holding others in high regard by empowering them

REQUIREMENTS FOR SUCCESS IN YOUR ROLE:

The Call Center Supervisor is responsible for queuing incoming telephones for all of the SAC Health System departments. Coordinates problem resolution and escalation process. Responsible for informing, educating and training other team members about system and resolution techniques. Must have an extensive understanding of 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 call center. Performs other duties as assigned by the Call Center Manager.

ESSENTIAL FUNCTIONS AND DELIVERABLES

• Supervises the daily operations of the call center staff to include, but not limited to; tracking, editing, and monitoring time and attendance, counseling and discipline measures.
• Responsible for training new and existing staff members within the Call Center departments on a variety of topics to include, but not limited to workflow processes, system information and system navigation.
• Ability to effectively mentor and lead staff towards achievement of common goals. Ability to communicate & interact effectively with all levels of staff to achieve department and company goals
• Greets all staff and patients according to the expectations and standards of SAC Health System by phone, in person, and/or electronic communication. Exhibits professional demeanor at all times while representing SAC Health System.
• Communicates a positive attitude to the patient and staff through pleasant language, tone and expression following the department guidelines and call standards.
• Responsible for informing, educating and training staff on a variety of topics to include, but not limited to workflow processes, system information and system navigation.
• Assist with the interviewing and onboarding processes
• Engage the staff to identify learning and growth opportunities to increase their knowledge, competence, and performance
• Accept, process and report out on escalations. Effectively manages difficult or emotional customer situations following the chain of command order principle.
• Determines appropriate program or payer source for each patient based on complex criteria including medical services needed, age, income, etc. Depended upon the department, for example, Women's Health/OB for the Every Women Counts (EWC) program
• Assists in interviewing patients for sliding fee scales. Determines amount of discount by obtaining family size and income data and utilizing federal poverty guidelines together with SAC Health System sliding fee schedule
• Schedule, cancel, and edit appointments for assigned departments of SAC Health System.
• Verify insurance eligibility on a variety of payer sources when scheduling appointments.
• It is the expectation of SAC Health System 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 staff for quality assurance and schedule adherence.
• Track, analyze, and report out on call statistics, call trends, performance, and process improvement opportunities as directed by management
• Independently manages time and activities without prompting
• Knowledge of call center operations
• Strong organizational, leadership and interpersonal management skills
• Other duties as assigned.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required. Medical Terminology. Bachelor's Degree preferred or equivalent work experience
• Community clinic experience preferred.
• MINIMUM OF 3 YEARS IN A SUPERVISOR ROLE IN THE MEDICAL AND CALL CENTER FIELDS. AT LEAST 1 OF THE 3 YEARS OF SUPERVISOR EXPERIENCE BEING IN THE MEDICAL OR PATIENT ACCESS FIELD.
• AS A REQUIREMENT OF THIS POSITION YOU MUST RECEIVE EPIC CERTIFICATION FOR THE MODULE YOU HAVE BEEN HIRED INTO.

Multitask:

• Must possess the ability to execute and complete more than one program or task simultaneously and manage interruptions

Delegation:

• Entrusts others with work assignments, matches the responsibility to the person. Clearly communicates tasks, responsibilities, and expectations. Monitors delegated activities, and provides feedback.

Time Management:

• Plans, organizes and effectively manage time to maximize efficiency and productivity.
• Sets goals and objectives, and plans work activities
• Anticipates problems and develops contingency plans to ensure all required tasks, assignments, and projects are completed accurately and in a timely manner.

Active Communications (Verbal, Written, Listening Skills):

• Clearly expresses ideas, information, and concerns both verbally and in written format. Asks questions for clarification, and paraphrase to ensure understanding.

Conflict Management:

• Solving conflict by confronting negative behavior, encouraging the expression of differing viewpoints, developing win-win solutions, and maintaining confidentiality.

PREFERRED:

• FQHC outpatient clinic
• Bilingual English/Spanish

Must be able to work in the U.S. legally. We are unable to sponsor H1B Visa's.

FULL BENEFITS PACKAGE:

VACATION AND SICK LEAVE PLANS

MEDICAL / DENTAL / VISION PACKAGES.

!! MONTHLY HEALTH INSURANCE PREMIUM RATES AMONG THE LOWEST IN THE INDUSTRY!!

RETIREMENT ACCOUNT WITH UP TO 8% EMPLOYER CONTRIBUTION

EMPLOYER-PAID LIFE INSURANCE

FITNESS FACILITY ACCESS

8 PAID HOLIDAYS

1 PAID BIRTHDAY HOLIDAY

SOCIAL ACTION COMMUNITY HEALTH SYSTEM COMPLIES WITH APPLICABLE FEDERAL AND STATE CIVIL RIGHTS LAWS AND DOES NOT DISCRIMINATE ON THE BASIS OF RACE, COLOR, NATIONAL ORIGIN, AGE, DISABILITY, SEX, SEXUAL ORIENTATION OR GENDER IDENTITY.