Supervisor – Call Center, Department of Central Reg.

The Call Center Supervisor provides day to day departmental leadership; this individual is responsible for overseeing the training, assignment of duties and responsibilities for Central Registration line staff. The supervisor is responsible for reviewing the quality of work performed, and ensure that performance benchmarks and completion of appointment andreferral requests are executed in a timely, accurate and cost effective manner. The Central Registration Supervisor prepares reports and statistical data as needed to support the Manager and the Directors position during interdepartmental meetings and discussions. The supervisor is also responsible for monitoring that all technological equipment is functioning appropriately, and provides real-time support and guidance to line staff.

- Establish and maintain positive relationships with patients, visitors, and other employees. Interacts professionally, courteously, and appropriately with patients, visitors and other employees. Behaves in a manner consistent with maintaining and furthering a positive public perception of BronxCare Health System and its employees.

- Contributes to and participates in the Performance/Quality Improvement activities of the assigned department. Contribution and participation includes data collection, analysis, implementation of and compliance with risk management and claims activities, support of and participation in Continuous Quality Improvement (CQI) teams, consistent adherence to the specific rules and regulations of the BronxCare Health System’s (a) Safety and Security Policies, (b) Risk Management: Incident and Occurrence Reporting, (c) Infection Control Policies and Procedures and (d) Patient and Customer Service.

Effectively supervises the day to day access and registration workflows of the Central Registration department including but not limited to; real-time monitoring of inbound call traffic via the 99-Bronx appointment hotline, coordination of the community referral program and outpatient location based financial clearance. The Supervisor offers real-time guidance and education to line staff, and is responsible for maintaining quality standards.

The Supervisor prepares and analyzes various quality assurance and statistical reports from multiple work flow and call monitoring applications (ie. AvayaCMS Supervisor). The Supervisor leverages report data to develop and execute quality assurance measures, control service level and response times.

- Contributes to population health management and improvement of the quality of health care delivered to BronxCare patients by working to close gaps in care for clinical quality measures, including but not limited to cancer screening, chronic disease management, and access to preventive care. Maintains familiarity with managed care quality organization quality incentive programs.

Responsible for Performance Improvement/Quality Improvement including data collection, analysis, implementation of and compliance with corrective/improvement activities, phone etiquette, productivity, and quality assurance audits to measure the accuracy of clinical documentation and patient information to ensure that the needs of the patients and Providers are being met effectively.

- Assists in the training, monitoring, evaluating, and scheduling of Outreach Team employees.

- Utilizes automated data dashboards accessed through the electronic medical record to identify patients in need of outreach.

- Outreaches patients via phone and mail to engage them in care, educate on the importance of completing outstanding appointments and/or tests, and assist with scheduling needed appointments and/or tests.

The Supervisor furnishes monthly work and break schedules for the department, routinely updates reference material for staff archived on the departments shared drive (I: Drive) and Coordinates and distributes daily work assignments to line staff.

- Conducts quality assurance audits; monitors the entry of patients’ demographic and insurance information; monitors effective communication with patients and efficient use of the electronic medical record.

The supervisor remains aware and informed of the state of operations from the Associate’s perspective, she addresses MIS and BronxCare’s Telephony Vendor technicians with performance issues, when necessary the Supervisor assists technicians with diagnosing technical issues

- Administers, assists and monitors goal setting, problem solving, decision-making, and conflict resolution.

- Liaises with clinic-based outreach team members and coordinates with practice managers to sustain a multifaceted approach to patient outreach and education across Ambulatory Care.

The Department Supervisor administers training and education to newly hired staff members and assesses staff performance, submits recommendations to the Manager and/or Director regarding new hire training strategies. The Supervisor prepares schedules and presents timely evaluations for all line staff.

Bachelor’s Degree, 2-5 years’ Supervisory experience preferably in a Call Center environment, knowledge of Managed Careutilization guidelines, patient registration processes, financial reimbursement and third party billing experience required. Statistical analytics and reporting experience preferred. Experience in staff development and training preferred, Bilingual
(English/Spanish) proficiency-Preferred, Additional languages spoken a plus.