OB/GYN Call Center Supervisor

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Job Title: OB/GYN Call Center Supervisor

Department: OB/GYN

Location: Penn Medicine Radnor- 145 King of Prussia Rd

Hours: Full Time

Summary

Responsible for OB/GYN Call Center Operations and individual specialty queues, including customer and patient satisfaction, personnel management, quality management, change management, and workforce planning and staff development. Work to improve important operational Call Center measures including agent training, phone performance and patient engagement, and CPUP overall performance and service targets. Review and determine the efficacy of Decision Trees, protocols and the interaction between the Call Center and the Practices. Diagnose under-achieving performance and implement action plan to address, develop and implement an effective communication plan with your Call Center team and Manager. Responsible for proactively communicating with the Manager regarding status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the CPUP OB/GYN Call Center.

Responsible for proactively collaborating with Manager, administrative and practice leadership for their individual Practice Queues on an ongoing basis, to ensure each parties' needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume. Responsible for ensuring that all areas within their individual Practice Queues achieve agreed upon practice specific and CPUP overall performance and service targets. This includes proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating with the Manager, administrative and practice leadership for their individual Practice Queues on an ongoing basis. Responsible for proactively communicating with the Manager regarding status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the Call Center. Collaborates with the manager to ensure staffing needs are met as well as productivity guidelines are followed. Prepare reports for Manager on departmental activities, which include staff productivity, Individual queue performance, attendance and behavioral statistics and project updates. Coordinates monthly/daily staff departments meetings. Responsible for Quality Assurance for designated departments. Must provide assistance with day to day responsibilities regarding answering incoming patient calls, practice reports, MPM messages and voice mailbox retrievals. Comply with all HIPAA and JCAHO regulations.

Responsibilities

• Responsible for all aspects of the Call Center Queues, including customer and patient satisfaction, personnel management, quality management, change management, and staff development.

• Responsible for ensuring that all areas within the Call Center Queues achieve agreed upon overall performance and service targets. This includes proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating with the Manager on an ongoing basis.

• Responsible for actively communicating with the Manager regarding: status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the Call Center.

• Collaborates with the Manager and Coordinators in making adjustments in accordance with call volume and staffing resources, to ensure coverage exists for routine callouts.

• Monitor reports and staff productivity, Individual queue performance, attendance, workforce statistics and project updates.

• Collaborates in the coordination of staff and practice / specialty meetings.

• Provide assistance with day-to-day responsibilities regarding answering incoming patient calls, MPM Appointment request messages and voice mailbox retrieval.

• Working in collaboration with the Manager in the completion of incoming and outgoing phone call evaluations and annual evaluations for all staff.

• Coordinate Epic certification and recertification testing to ensure requirements are met

• Ensures effective utilization of materials and staff. - Responsible for Insurance Validation, which includes training, resolving issues from staff and departments, and interacting with software support to resolve issues - Report deceased, misidentified, and duplicate patients within Epic to the EMPI team

• Assist in performing the responsibilities of the individual queues as needed

• Responsible for the staffing needs of Individual practice queues

• Works with Manager and Practice Leadership to update and maintain physician scheduling protocols.

• Adjusts staffing in accordance with call volume and staff resources, ensuring coverage exists for routine call-outs

• Real-time daily monitoring of call statistics. Uses data to design and implement program and/or staffing changes.

• Provides ACD call volume, Staff productivity, Staff attendance records, and behavioral statistics to Manager and Practice leadership as defined by Manager.

• Proactively supervises individual Practice queues daily operations to mitigate the adverse impact of client changes to the practice operations (e.g. system change, process and role changes that will impact call volume, etc.)

• Works with IS and Telecommunications to correct system issues and problems that impact services provided by the Call Center.

• Conduct Quality Assurance telephone call assessments and notify users who do and do not meet UPHS standards for ensuring customer/patient satisfaction and department and Practice protocol standards are met.

• Supervise and assist in the training of new hires and existing staff

• Responsible for the maintenance of Call Center spreadsheets as defined by the manager

• Maintain staff schedules in accordance with departmental operation requirements

• Approve staff vacation, personal time, and holiday requests per staffing guidelines

• Implement all Scheduling and Registration activities for the Call Center

• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

Credentials

Education or Equivalent Experience

• H.S. Diploma/GED (Required)

• 5+ years Relevant work experience with progressive responsibilities in positions held with demonstrated leadership and management skills.

• Bachelor of Arts or Science (preferred)

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 217123