Patient Access Center Supervisor

We're committed to bringing passion and customer focus to the business.

Job Description:

Summary:  Directs and coordinates activities of Patient Service Representatives (PSR) engaged in scheduling appointments for all doctors, physician assistants, and servicing the needs of patients.

Duties:

• Supervisor the staff of the PAC department
• Responsible for coaching and mentoring of PSRs.
• Responsible for completing annual performance evaluations on all staff. 
• Responsible for conducting performance counseling sessions with staff members when appropriate.
• Responsible for reviewing and submitting employee payroll using the electronic system.
• Supports the Help Line to answer questions from PSRs and take escalated calls.
• Attends meetings, inservices and training sessions as appropriate.
• Works with the IT department and managers on updating provider templates/schedules.
• Works with management, patients and guests to ensure that PAC department is meeting their needs.
• Acts as the point of contact for staff with regard to patient/customer complaints.
• Produces reports on phone calls
• Other duties as assigned.

Qualifications:

• Minimum three years call center experience, with one year of experience in a clinical setting, preferably a medical practice and two years supervisory/management experience preferred or equivalent. 
• Minimum of one year of supervisor experience
• Experience review and performance evaluations.
• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Experience with coaching, training and motivating employees.
• Analytical, efficient and thorough

Supervisory Responsibilities:

• Manages assigned staff.
• Responsible for the overall direction, coordination, and evaluation of this area.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include coaching, mentoring, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education: High school diploma, associate’s degree preferred. 

Computer Skills: Knowledge of Microsoft Office

Work Environment:  Call Center/Office setting.
 

Physical Demands:  Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 40 lbs. Close vision and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions of the job.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!