Supervisor Patient Services

The Supervisor Patient Services plays a vital role in ensuring the smooth and efficient operation of their assigned patient service team. This position is responsible for supervising, overseeing the day-to-day operations, and maintaining a high standard of customer service and patient satisfaction. The Supervisor Patient Services collaborates with various departments to optimize patient care and provides leadership and guidance to the team.

Team Leadership:

• Provide leadership, guidance, coaching and support to an assigned team
• Set performance expectations, monitor progress, and provide a regular cadence of 1:1s to review successes, performance scorecard and provide feedback
• Foster a positive work environment that promotes teamwork, open communication, and continuous improvement
• Identify training needs, develop training programs, and ensure team members are equipped with the necessary skills to deliver exceptional patient service

Department Operations:

• Oversee the daily operations of the assigned team, ensuring smooth workflows and efficient processes
• Monitor key performance indicators (KPIs) to assess departmental performance and take appropriate actions to achieve targets and objectives
• Maintain and ensure documentation and OneNote tools are up to date
• Implement and enforce policies, procedures, and protocols related to patient services
• Identify opportunities for process improvement and implement effective solutions to enhance efficiency and patient satisfaction
• Jump in to support the team on heavy volume days

Customer Service and Patient Satisfaction:

• Maintain a strong focus on customer service excellence, ensuring that all patient interactions are handled with professionalism, empathy, and respect.
• Address patient concerns or complaints promptly and effectively, seeking resolution and taking necessary actions to prevent future issues
• Collaborate with other leaders and departments to improve patient experiences and coordinate seamless transitions of care
• Monitor patient satisfaction scores and implement initiatives to enhance patient satisfaction levels

Staff Development:

• Identify training needs and facilitate ongoing professional development opportunities for team members
• Provide coaching and mentoring to support the growth and career progression of individual team members
• Foster a culture of continuous learning and encourage the sharing of best practices among team members
• Develop meaningful goals and monitor progress. Write and deliver annual performance reviews

Collaboration and Communication:

• Collaborate with cross-functional teams to streamline processes and resolve issues
• Communicate effectively with team members, senior management, and other stakeholders to ensure the smooth flow of information
• Participate in meetings, trainings, and projects related to patient services and contribute to the implementation of strategic initiatives
• Maintain compliance with all appropriate regulatory requirements including HIPAA
• Other duties/projects as assigned

Education & Experience

Required:

• Bachelor's degree in healthcare administration, business administration, or equivalent experience may be considered
• 3+ years of patient/customer service experience within the healthcare, medical device and/or patient service arena
• Proven experience in a supervisory or leadership role within a healthcare or patient services setting

Preferred:

• Previous experience developing employees
• Previous experience leading through change

Knowledge & Skills

• Strong proficiency with Microsoft Office applications including Word, Excel, Teams and Outlook
• Able to build an inspiring team environment with an open communication culture
• Able to gain confidence and respect of colleagues through demonstrated expertise and cross-functional collaboration
• Ability to utilize data from metrics and key data points to drive department decisions
• Solid ability to proactively identify issues and efficiencies and propose solutions
• Strong presentation and training skills
• Strong knowledge of patient services operations, customer service principles and patient satisfaction metrics
• Excellent leadership, coaching, and team-building skills
• Exceptional communication skills both verbal and written with the ability to communicate effectively with all types of patients and employees
• Ability to handle sensitive and confidential information with discretion
• Strong problem-solving and decision-making abilities