Supervisor – Patient Services

Supervisor – Patient Services Position Summary The Supervisor, Patient Services leads and manages the daily activities of a group of Patient ServiceRepresentatives who respond to/research client or patient case inquiries/issues. This position providesdirection and guidance regarding policies, procedures, workflows, patient service quality, and training needs.This position is responsible for monitoring patient service standards. This position assists the Patient Services Director, in planning, managing, and overall operations of the department: conducts ongoing analysis, development, quality improvements and implementation of methods and systems to improve efficiency and effectiveness of services and functions. This position carries out supervisor responsibilities in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality. Job Responsibilities Conducts annual performance and merit reviews and establishes individual development plans for each team member. Collaborates with HR and department management to interview and select quality Patient Services employees. Collaborates with management as it relates to team member challenges dealing with performance and behavior. Facilitates conversations and actions needed with support of management. Manages adherence to work schedules and available time by fully utilizing daily management reports/tools. Monitors employee’s performance and productivity. Utilizes processes and available tools to analyze trends, maintain and enhance performance, and report statistics. Provides regular feedback to all employees on their performance; identifies areas of improvement. Manages performance accountabilities for individual team members and team using a balanced scorecard approach, to include efficiency and quality. Provides on-going training and development of team members through effective coaching, motivating and proactive career development. Mentors, coaches and addresses developmental opportunities and disciplinary issues on the team. Implements corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards. Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, guidance, and implementing solutions to improve results. Actively supports and engages employees in the quality process. Assesses training needs as identified, shares results in a timely manner, and provides training and coaching to drive continuous improvement. Provides salary direction to management. Supports new technologies as a tool for driving increased efficiencies and stronger results. Investigates and resolves escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction. Ensures the needs of clients, patients, operations and laboratory are appropriately addressed by prioritizing work for the staff, as needed. Conducts regular team meetings. Attends applicable department/management meetings. Keeps team informed of new processes and general updates. Manages correspondence, escalated issues and requirements/regulations. Works collaboratively to problem solve and participate cross functionally with other teams as necessary. Maintains a high level of confidentiality to protect the concerns of the company, management and employees. Provides strong, consistent leadership and direction to the team, translates company and department vision intomeasurable goals and objectives for the team, and helps team members understand how they contribute to Caris’s success. Serves as a role model for staff, maintaining a professional, positive work environment that promotes a highperformance environment. Takes ownership for personal growth and career development of self. Focused on continuing to expand leadership skills, experience, and capability. May include support of the Medical Records responsibilities as needed. Accepts other duties as assigned. Required Qualifications High School degree or equivalent required. Three to five years of experience in a supervisory/client services role. Strong leadership and interpersonal skills. Willingness to lead by example. Strong customer focus. Proven track record of successful achievement of goals/objectives; focused on results. Demonstrated ability to coach and develop employees. Demonstrated ability to make decisions and follow through on expectations. Understands HIPAA and importance of privacy of patient data. Commitment to harmonious group relations. Attentive listening skills. Ability to motivate and engage staff in meeting/exceeding performance goals. Ability to work effectively in a team environment. Demonstrated track record in managing change. Courteous phone manners. Strict attention to detail and organized. Ability to meet deadlines and work under pressure. Demonstrates flexibility and adaptability to shift gears according to the priority of tasks. Possesses a high degree of flexibility, accountability, and responsibility. Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems. Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening and reference verification Preferred Qualifications Bachelor’s Degree preferred. Minimum one year with Caris preferred. Drive for Results (Service, Quality, and Continuous Improvement) – Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement. Communication – Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results. Ability to compose clear, concise, and professional written communication. Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations. Physical Demands Will work at a computer some of the time as well as need to keep inventory and ordering records requiring the use of copiers, fax machines, and PDF scanners. Must possess ability to sit and/or stand for long periods of time. Must possess ability to perform repetitive motion. Ability to lift up to 30 pounds. Training All job specific, safety, and compliance training are assigned based on the job functions associated with this employee. Other This position requires periodic travel and some evenings, weekends and/or Holidays. This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability. Caris Life Sciences is a leading innovator in molecular science and artificial intelligence focused on fulfilling the promise of precision medicine through quality and innovation. Our laboratory is the heart of what we do. Learn more about our laboratory and the team of histologists who help fulfill our purpose everyday.