Supervisor Clinic Patient Svcs

Founded in 1951 Mark Twain Medical Center is a 25-bed critical access hospital providing inpatient acute care outpatient services and emergency services including Speciality Care Centers and four community Medical Centers. Our Medical Staff represents a broad range of specialties that ensure access to high-quality medical care in a rural community. 

One Community. One Mission. One California 

The Patient Services Clinic Supervisor, is expected to provide visionary leadership to maximize the effectiveness of all service delivery systems, financial performance, engages staff and cultivates a contact center culture that prioritizes human kindness and patient-centric care consistent with Dignity
Health. Effectively manages all operational aspects of the assigned contact center(s). Works closely with staff and providers to ensure that all fiduciary and contact center goals are met. Proactively determines workload priorities through planning, coordination and managing staff and providers to meet
the care center's administrative, operational and support requirements. This positions may have access to third party credit card information and transactional systems (cash registers, point of sale devices, applications supporting credit card transactions, and reports or other documents containing credit card information) from single transactions or a single card at a time. This position will also have access to patient protected health information (PHI). The Patient Services Clinic Supervisor, has a responsibility to safeguard patient and financial information. This position requires the full understanding and active participation in fulfilling the Mission of the Organization. It is expected that the employee demonstrate behavior consistent with the Core Values.

We offer the following benefits to support you and your family:

• Health/Dental/Vision Insurance
• Flexible spending accounts
• Voluntary Protection: Group Accident Critical Illness and Identity Theft
• Adoption Assistance
• Free Premium Membership to Care.com with preloaded credits for children and/or dependent adults
• Employee Assistance Program (EAP) for you and your family
• Paid Time Off (PTO)
• Tuition Assistance for career growth and development
• Retirement Programs
• Wellness Programs

Experience: 

• Minimum of one year of lead or supervisory experience in a fast-paced; customer service focused call center or equivalent to experience. Demonstrated ability to effectively supervise productive, engaged teams and work with providers.
• Knowledge of or ability to learn management reports. Knowledge of computers, systems and software, including word processing, spreadsheet, and data bases.
• 2 years experience as supervisor or management level in a patient-focused and service/provider healthcare environment. Clinical information systems, electronic medical records, billing systems, and other application packages. Health insurance knowledge of HMO, PPO and capitated risk plan contracts as they relate to providers and practices. (preferred)

Education: 

• High School Diploma or GED equivalent.
• BA/BS degree (preferred)

Special Skills:

• Ability to learn quickly and effectively deploy new processes and procedures. Sound analytical and problem solving skills; strong listening skills. Solid personal computer skills; familiarity with Windows- based and other software applications.
• Demonstrated success in supervising and motivating ACD teams and individual employees in a contact center environment with process improvement methodology, quality monitoring system and workforce management.
• Experience managing multiple call queues effectively balancing resources to achieve desired service levels. Is a visible and results oriented leader with a focus on doing what it takes to get the job done while ensuring strong interpersonal relationships; puts the interests of the organization ahead of personal interests. Employs a style that is transparent, credible, and focused on relationship building, influence, conviction
  and integrity. High degree of resilience, has a sense of urgency, is outcome drive and can thrive in environment of rapid change while effectively managing pressure in an effective and professional manner. Excellent interpersonal and communication skills. Ability to express ideas effectively, both orally and in writing.
• Ability to demonstrate Dignity Health's values and exercise tact and diplomacy in dealing with others. Ability to effectively supervise and motivate others. Ability to work effectively and independently under pressure with minimal direction. Supports providing exceptional patient care within a highly regulated and constantly changing environment.