Supervisor, Patient Support Services

Summary

Baylor College of Medicine's Patient Access Team is looking to hire a Supervisor, Patient Support Services to manage the daily operations of a group providing services for patients, including scheduling, front desk, and release of information.

The ideal candidate for this position will have previous call center experience, previous experience with EPIC, previous supervision or leadership experience of 15 or more people, and must be proficient in MicroSoft Suite applications. To be successful in this role, the candidate should possess strong leadership skills, the ability to multi-task, the ability to respond to change, and excellent communication skills.

Job Duties

• Supervises Patient Resource Center (PRC) Staff.
• Monitors calls to assure Patient Access College goals are achieved.
• Performs monthly observation on staff.
• Manages time and attendance of staff.
• Partners with Work Force Management and Quality Assurance to meet College-wide goals.
• Answers complaints and escalated calls.
• Attends Group Zoom Huddles with clinical staff to update clinical staff of goals for the PRC agents, clinical concerns for PRC, (i.e. scheduling concerns, phone encounters, etc).
• Attends Group zoom meetings with Director and Manager to get updated information from the College, attendance, and call-outs from the staff and agents; obtains feedback from clinical changes/moves, Compliance concerns, etc.
• Observes, coaches, and trains agents with errors, patients complaints and/or patients offering positive feedback for great patient care.
• Leads Team Huddles with agents to update team on goals, review agents' report cards, update team on clinical staff concerns, etc.
• Reviews and approves agents' time sheets/requests for sick time, vacation, etc.
• Monitors and coaches agents when monitoring calls.
• Changing agents behavior.
• Makes sure that agents are meeting the department and College goals.
• Makes sure that agents are providing patient care to our patients.
• Ensures that agents are adhering to their schedules (i.e. lunches, breaks).

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.

Preferred Qualifications

• Bachelor’s degree. No experience required with Bachelor’s degree.
• Centralized call center experience.
• Experience supervising 15 or more employees.
• Experience with Epic.
• Medical support experience.