Supervisor Patient Services

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.

As the Patient Services Supervisor, Contact Center, you will lead and manage all operational aspects of the contact center(s), ensuring high-quality, patient-centric care aligned with Dignity Health's values. This role involves providing strong leadership to maximize service delivery effectiveness and financial performance, while fostering a culture of "humankindness" among staff.

Key responsibilities include: driving team results and process improvements, handling escalations from Patient Service Representatives (PSRs), and increasing staff capabilities. The supervisor will collaborate with care center and provider leadership to maintain a patient-focused environment, resolve operational and financial issues, and participate in initiatives to continually improve contact center operations.

The role also involves analyzing program goals and service delivery trends to make accurate projections for resource needs, and using performance metrics to monitor and improve census, operational, financial, and patient satisfaction outcomes. The supervisor is expected to take ownership of performance and implement actions to meet established standards.

***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.

Minimum Qualifications:

- Minimum of 1 year of lead or supervisory experience in a fast-paced, customer service focused contact center or equivalent experience.
- HIgh school diploma or GED
- 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.

Preferred Qualifications:

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