Responsibilities include, but are not limited to:
- Ensure that our patient direct staff provide consistent, superior customer service.
- Build and maintain a positive working environment that attracts and retains high-quality patient service staff.
- Ensure that patients’ questions and issues are resolved properly and quickly.
- Instruct patients via telecommunication and web media based instruction in the proper set-up and use of diagnostic and titration devices.
- Provide guidance to staff in dispensing diagnostic and titration devices according to the standard operating procedures
- Meets patient service financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Produce operational reports and conduct frequent quality assurance audits of Patient
- Service Centers, including call center and Ongoing Care staff.
- Troubleshooting patient questions regarding OSA diagnosis, treatment and devices.
- Monitor service calls to assess employee demeanor, accuracy of information, and conformity to company policies. Answers questions and recommends corrective action.
- Report, analyze and resolve system, patient and operational issues that impact service quality. Strive to provide all patients with an outstanding experience.
- Providing guidance to Patient Service Center employees regarding best practice telecommunication and web media patient care processes.
- Assisting in quarterly and annual inventory audits
- Assess department needs and manage the development of the department policies and standard operating procedures.
Requirements:
- People person with team focus and commitment to core values, College Degree required, Master’s preferred Minimum of 3-5 years' experience as a manager in a healthcare patient service center required.
- Experience in a high-volume call center setting highly preferred.
- Excellent computer experience required. Proficiency with Microsoft Office Suite (Outlook, Excel and Word) a must; Brightree knowledge a plus. Proven ability to anticipate business issues and visualize the company's long-term goals is essential.
- Creative self-starter who is able to effectively communicate and collaborate across all levels on an organization.
- Familiarity with web applications, billing systems, electronic medical record systems, and patient portals a strong plus.
- Experience mentoring, training, or supervising others with knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration is a strong plus.
- Demonstrated customer service focus and commitment to CQI.
- Strong written and verbal communication skills with ability to provide leadership on patient service and achieving key performance indicators (KPIs).
- Ability to work quickly and multi-task essential.
- Ability to work independently with little supervision required.