Hhs Supervisor - Scheduling

Definition

Definition: Under general supervision from the Centralized Scheduling Manager, this position is responsible for providing the daily direction and guidance to a clinic scheduling call center including direction and guidance to the Schedulers and indirectly to the clinic's Front Desk staff of the Salt River Centralized Scheduling Department, regarding patient satisfaction,scheduling, patient registration, data entry,business and financial matters. When needed this position will also be responsible for the scheduling tasks. This job class is treated as FLSA-Exempt.

Essential Functions: Essential functions may vary among positions and may include the following tasks and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive listing of tasks performed by all positions in this classification.

Examples of Tasks

• Workflow, Direction and Supervision: In a call center work environment; This Supervisor position is responsible for daily operations and opportunities to improve conversion, efficiencies, customer service levels, deliver specific results, and support the call center in all facets.

• Provides daily direction and communication to call center scheduling employees so that all calls are answered in a timely, efficient, and knowledgeable manner.
• Responsible for ensuring call quality from start to finish, and pro-actively seek ways to improve the internal processes and results.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity, continuously drive a culture of accountability and personal excellence, and develop strategies in ensuring customer satisfaction on all service interaction.
• Identifies and implements changes regarding policy, productivity and quality measures, and assures that staff performance improvements related to work-flow efficiencies and operations.
• Completes weekly employee schedules and duty assignments; ensures adequate staff coverage in accordance with clinic's hours of operation
• Provides leadership, work goals and coaching for staff. Selects, hires and trains staff for assigned area. Conducts performance reviews, coaching/disciplinary action and termination of assigned staff following the Community's personnel policies.
• Coordinates team activities and the staff to workload ratios to accomplish the most effective use of resources.
• Sets work goals for team members and monitors measurable outcomes in accuracy, timeliness, productivity and service quality.
• Uses advance business and software skills for creating documents, letters, spreadsheets, reports, and presentations. Identifies training needs and provides and/or arranges for needed training.
• Approves leave requests, provides advice, counsel or instructions to employees on both work and administrative matters.
• Work with other departments in the organization, such as quality, patient access, PRC, IT, revenue cycle, and all other clinics within HHS.

• Measurement and Evaluation of Performance: Provides oversight to the Schedulers as such the following measures are the responsibility of the position:
  • Communicate key messages effective to ensure that direct reports are informed of processes and changes. Oversees the work of tribal employees and contractors, provides clinical and technical expertise as needed.
  • Maintains quality control and coordination with patient registration, to avoid duplicate health record numbers, accurate name, identify deficient information, or obtaining clarification for re-issue of patient charts.
  • Prepares monthly statistical reports on data quality, individual staff daily input, provider counts, clinic counts, and organizational statistics.
  • Evaluates work performance, identifies training needs/opportunities, and ensures training is provided to allow subordinates to be successful in their responsibilities.
• Patient Eligibility/Interaction: Performs the duties of the Schedulers and becomes the escalation point for patient concerns.
  • Performs patient registration interviews and appointment scheduling face-to-face and over the phone.
  • Gathers registration information for third-party resources.
  • Receives and responds to inquiries and makes appropriate referrals of questions pertaining to patient data.
  • An aptitude for conflict resolution, problem solving, and must be customer service oriented (empathetic, responsive, patient
  • Performs technical assistance with all Scheduling functions and duties.
  • Routes patients for services when required

• Performs other related duties as assigned.

Knowledge, Skills, Abilities, and Other Characteristics:

• Knowledge of the culture, customs, traditions, history and government of the Salt River Pima- Maricopa Indian Community.
• Knowledge of health records systems and methodology (e.g., chart assembly, analysis, statistical reporting, etc.) used by health facilities to convert medical data for statistical reporting.
• Knowledge of established laws and protocols concerning health record confidentiality to protect, control and maintain the integrity of the health record.
• Knowledge of administrative/clerical procedures and systems (e.g. equipment, file management, software programs, etc.) to effectively manage the Health Records Department.

• Skill in discerning the release of information to protect community member confidentiality.

• Ability to communicate and maintain effective working relationships with healthcare personnel to provide quality care.
• Ability to meet and comply with HIPAA/Confidentiality policies and procedures and ability to handle highly confidential and sensitive patient information.
• Ability to manage employees in a high-stress environment.
• Ability to use excellent communication skills, both verbally and in writing.
• Ability to manage multiple and diverse people and tasks in stressful situations.
• Ability to work independently, take initiative and use good judgment.

Minimum Qualifications

• Education:High school diploma or GED required; 4-year college degree preferred.

• Experience:Minimum of 3 years full-time work experience managing and leading staff in a call center work environment or equivalent experience.

Experiencing working with health records, referrals and scheduling preferred

2 years' experience (minimum) with employee performance management (e.g., evaluations, technical assistance, corrective action, etc.)

• Equivalency:Any equivalent combination of education and/or experience that would allow the candidate to satisfactorily perform the duties of this position, will be considered.

• Underfill Eligibility:An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill.

Special Requirements

May be required to work beyond normal work hours including nights, weekends and holidays.

Employees in, and applicants applying for, jobs providing direct services to children are subject to the "Community Code of Ordinances", Chapter 11, "Minors", Article X. "Investigation of Persons Working with Children".

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check.

"SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified : Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.

In order to obtain preference, the following is required:1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission).

Documents may be submitted by one of the following methods:

1) attach to application

2) fax (480) 362-5860

3) mail or hand deliver to Human Resources.

Documentation must be received by position closing date.

The IHS/BIA Form-4432 is not accepted .

Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.

Benefits:

The SRPMIC offers a comprehensive benefit package including medical, dental, vision, life, disability insurance, and a 401(k) retirement plan. In addition employees enjoy vacation and sick leave and 13 paid holidays.