Supervisor, Patient Support Services
Employment Type : Full-Time
SummaryThe Supervisor, Patient Support Services manages the daily operations for a group providing services for patients, including scheduling, front desk, and release of information.
Job Duties- Supervises Patient Resource Center Staff
- Monitors calls to assure Patient Access College goals are achieved
- Handles monthly observation on staff
- Manages time and attendance of staff
- Partners with Work Force Management and Quality Assurance to meet College wide goals
- Answers complaints and escalated calls
- Adheres to the agents time and attendance
- Attends Group Zoom Huddles with Clinical staff to update clinical staff of goals for the PRC agents, clinical concerns for PRC, (i.e. scheduling concerns, phone encounters, etc)
- Attends Group zoom meetings with Director and Manager to get updated information from the College, attendance, call outs, from the staff and agents; get feedback from Clinical changes/moves, Compliance concerns, etc.
- Handles observations, coaching, and training agents with errors, patients complaints and/or patients offering positive feedback for great patient care
- Coordinates team huddles with agents to update team on goals, review agents report cards, update team on clinical staff concerns etc.
- Reviews and Approve agents Time sheets/requests for sick time, vacation, etc.
- Monitors and coaching agents when monitoring calls
- Ensures agents are meeting the department and college goals
- Ensures agents are providing Patient care to our patients
- Observes that the agents are adhering to their schedules (i.e. lunches, breaks)
- Manages the daily operations for a group providing services for patients, including scheduling, front desk, and release of information.
- Creates and manages work schedules; monitors staffing levels to ensure appropriate coverage to meet patient needs.
- Assigns and reviews work to ensure quality standards are met; monitors productivity.
Minimum Qualifications- High School diploma or GED.
- Four years of relevant experience.
Preferred Qualifications- Bachelor’s degree
- Centralized Call Center experience
- Experience supervising 15 or more employees
- Epic or similar tool experience
- Medical Support Experience
Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.
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