Patient Access & Care Team Access Supervisor

24/7 Contact Center - Primarily Monday - Friday between 7 AM - 5 PM, however outside those times as needed for business needs. Weekend rotation & occasional holiday rotation.

Pay Range

MAJOR RESPONSIBILITIES:

• Supervises daily activities of unlicensed team members to ensure quality, productivity, service, and patients safety expectations are met. Coordinates resources in real-time as necessary.
• Collaborates with quality and training departments to develop and implement audit criteria, resources, and training necessary to support team member success in delivering high quality service and safe patient care. Provide 1:1 and group coaching as necessary based on individual team member performance and outcome trends.
• Identifies and executes on processes improvements and/or activities necessary for compliance with organizational policies and state/federal regulatory requirements.
• Functions as a liaison with various internal/external business partners to identify opportunities for optimization, service gap closure, increased consumer experience and increased patient safety. Resolves patients, customer, and business partner concerns in collaboration with manager when appropriate.
• Identifies opportunities for operational improvement in alignment with strategic planning and executes on plan deployment to support departmental and organizational goals. Develops and implements change management, communication, and sustainment plans in collaboration with manager.
• Collaborates with team members, leadership, and business partners to continually assess and optimize workflows as well as develop and implement new workflows and/or lines of service.
• Performs human resource responsibilities for team members including coaching, performance reviews, hiring, compensation changes, promotions, career ladder progression, professional development, performance improvement planning and separations. Responsible for team member engagement activities and outcomes. Ensures appropriate staffing requirements are met in collaboration with the workforce team.
• Responsible for understanding and adhering to the organization’s Code of Ethical conduct and for ensuring personal actions and the actions of team members supervised comply with the policies, regulations, and laws applicable to the organization’s business.

EDUCATION & EXPERIENCE REQUIREMENTS:

• Education: Associate degree in Business or may consider equivalent experience
• Experience: Typically requires 5 years experience in a contact center, call center or customer service environment.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent interpersonal, problem-solving, and critical decision-making skills.
• Advanced computer skills to include Microsoft Office Suite and database applications. Functional experience with electronic medical record and telephony systems preferred.
• Demonstrated ability to work with a variety of individuals, skill sets and roles.
• Excellent written and verbal communication skills. Ability to tailor messaging for a variety of audiences.
• Demonstrated ability to prioritize multiple responsibilities and tasks with a high-level of autonomy.
• Experience with project management, sustainment planning, and operational budgeting.
• Results and detail-oriented approach. Strong analytical skills are necessary.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program