Loading...

Title:  Supervisor, Patient Support Services

Division:  Patient Business Services
Schedule:  Monday - Friday 8:00 a.m. - 5:00 p.m.
Work Location:  Greenway Plaza, Houston, TX
Salary Range:  $40,785 - $53,021
FLSA Status:  Exempt
Requisition ID:  5879

Summary

The 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.

 5879