Supervisor Patient Services Contact Center

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.

***This is primarily a work-from-home position for California residents, with occasional onsite work required.  Travel to various locations throughout the US will also be expected.

Position 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.

Responsibilities may include:
- Demonstrate ownership for overall team results; recommend and lead the implementation of action plans to improve the team's achievement of service level(s). Drive the team to identify and implement process improvements; encourage ownership of and group participation in the improvement initiatives. Handle questions and escalations from PSRs, providing guidance to available resources/tools to increase capabilities and knowledge level of team members.
- In collaboration with Care Center and Provider Site leadership, supports a vision and culture that reflects a patient care- focused environment. Collaborates, as appropriate, to discuss and effectively manage ongoing contact center operations and resolve operational, staff and financial issues pertaining to the contact center.
- Participates in work groups, teams, task forces and committees to support ongoing improvement in contact center operations. Provides value-added and productive input and drives continual improvement, supports standardization and streamlining, and resolves ongoing patient care issues.
- Analyzes program goals and objectives given current contact center service delivery trends, makes accurate short- and long-term projections to establish program needs and resource requirements; and helps to identify potential sources of funds and revenues to meet those requirements.
- Uses contact center performance metrics and other benchmarking tools to review performance on census, operational, financial, patient satisfaction, provider satisfaction, and patient safety standards. Ensures contact center meets established standards. Takes ownership of and appropriate action to improve contact center performance.
- Oversees quality of task (i.e., electronic health record) management to support patients and providers. Audits for accuracy and completeness. Reviews task routing and response times. Mentors and coaches contact center staff on areas of improvement.
- Works collaboratively with the Manager, Contact Centers, Project Management Office and other internal stakeholders on the successful execution of provider acquisitions. Completes assigned duties to ensure the overall transitions are completed in a manner that meets expectations and needs of the new provider(s) and staff, as well as the Quality, Risk Management, Compliance, Privacy, Physician Services, Human Resources, Finance and other internal support departments.
- Responsible for coordination and management of the contact center's financial operation budget. Ensures that patient care is achieved cost effectively. In conjunction with contact center leadership assists in the development of annual care center budget; by forecasting visits and expenses. Monitors fiscal operations on an ongoing basis. Resolves problems, issues and discrepancies in monthly financial reports.
- Forecasts the contact center's visit projections and expenditures. Monitors expenses, and analyzes variances to determine corrective action as needed. Analyzes fiscal performance to identify strategies to optimizing expenditure levels.
- Assists in managing revenue cycle. With adequate management of template (i.e., provider schedules), balances number of visits/services with operational revenue requirements. Manages supply costs, tracks inventory usage, using purchasing information management systems, including maintaining staffing levels that adhere to labor standards and effectively controlling staff premium pay. Works with management to adjust these standards as needed based on volume and quality of care needed.
- Supports provider leadership with appropriate data and analytics to allow providers to effectively evaluate all aspects of the care center performance from a contact center perspective.
- Conduct daily team meetings to build morale and provide an effective communication channel for ideas and innovation. Disseminate communications to PSAs regarding policy changes, incentive updates and technical issues as well as other direct information as needed. Identify and escalate new issues or trends, develop appropriate action plans to manage challenges, recommends process and procedure improvements to the call center manager, ops manager, or Director when appropriate.
- Supports the established processes and systems to enhance customer service. Provides coaching to staff to enhance customer service skills and ensure patients and internal employees and providers receive excellent customer service. Responds to patient complaints and collaborates with the Manager, Clinic Operations to implement proactive measures to prevent similar occurrences from occurring.
- Provide formal and informal performance feedback as necessary. Document all progressive performance management steps in accordance with the established policies and guidance and approval of Human Resources. Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all PSRs.
- Analyzes contact center staffing patterns and workload to ensure appropriate staffing to meet patient care standards and minimizes premium pay, including coordination of provider schedules, time off requests, unplanned absences and on-call schedules.
- Interviews and selects well-qualified contact center staff to fill new and vacant contact center positions. Uses appropriate standardized position descriptions, or create new ones if necessary. Maintains minimal staff turnover.
- Establishes performance standards that are clearly communicated and objectively measured. Monitors work performance of contact center staff, and provide necessary training, coaching, and mentoring. Provides regular feedback to employees. Conducts initial and annual performance evaluations that are constructive tools for performance management of staff. As needed, initiates timely corrective action, warnings, suspensions and terminations in accordance with Human Resources policies and procedures.

Minimum Qualifications:

- Minimum of one (1) year of lead or supervisory experience in a fast-paced; customer service focused contact center or equivalent experience.
- HS 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.
- Pass on-line medical terminology course within 9 months of hire.

Preferred Qualifications:

- 2 years experience as supervisor or management level in a patient-focused and service/provider healthcare environment preferred.
- Bachelors degree preferred.