Job Level

Supervisor

Job Summary

Supervisor Patient Care Services is responsible for the leadership and development of the Patient Care contact center. This position is accountable for monitoring and ensuring the accurate and efficient delivery of customer service to members and clients.

Job Responsibilities

• Conduct performance reviews, quarterly check-ins, and staff 1:1s to guide performance management and employee development and manage toward departmental goals, including quality and process improvement efforts
• Coordinate department schedules to ensure appropriate workload and ratio balance
• Oversee all aspects of the assigned area within the Patient Care contact center to include patient care issue resolution and training, providing new/existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, patient suggestions, and complaints
• Assist in establishing and refining standard operating procedures to meet/exceed service levels. Document pharmacy processes including all updates
• Identify, develop and implement potential solutions to resolve problems and/or remove barriers that inhibit the department’s ability to achieve performance goals
• May have responsibility for monitoring the health of assigned workflow areas in order to make recommendations for action; provide follow-up on previous action plans to gauge effectiveness and integrate lessons into future approach recommendations (e.g. WIP analysis)
• May apply business knowledge to existing data products/reports to understand apparent cause of anomalies and recommendations for process or system enhancements (e.g. WIP outlier investigations)
• May provide support in remediating issues found in area of expertise, documenting findings and sharing results of executed action plans (e.g. WIP Analysis FAQ’s)
• Other responsibilities as judgment or necessity dictate
  

Job Responsibilities, continued

Supervisory Responsibilities

• Responsible for the development, oversight and implementation of departmental budget
• Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of energy, ownership and a responsibility for the flawless execution of operational excellence; engage in the selection and hiring process as needed
  

Physical Requirements

• Constantly (67-100% of time OR 6 or more hours) required to sit, use hands to handle or feel, talk and hear
• Frequently (34-66% of time OR 4-6 hours ) required to reach with hands and arms
• Occasionally (0-33% of time OR 1-3 hours) required to stand, walk and stoop, kneel, and crouch
• Occasionally (0-33% of time OR 1-3 hours) required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
  

Minimum Qualifications

• Associate’s degree in nursing, health care, or related area of study; or equivalent combination of education and/or relevant work experience
• 3 years’ work experience as a Patient Care Advisor or relevant experience in a health care contact center environment
  

Additional Qualifications

• Intermediate skills with Microsoft Office suite of programs
• Strong verbal and written communication skills, with the ability to communicate in a diplomatic and confidential manner
• Strong interpersonal skills, including team leadership, conflict resolution, motivating employees
  

Preferred Qualifications

• Bachelor’s degree in nursing, health care, or related area of study; or equivalent combination of education and/or relevant work experience
• Experience leading groups of 15 or more employees with accountability for individual and team development/performance management