Patient & Member Experience Supervisor

Overview:

The Patient and Member Experience Supervisor will be responsible for directly supervising and supporting the daily operations of a team of Patient and Member Experience Coordinators within Central Health's Navigation Center. This position will supervise the team members responsible for assisting Central Health members and patients with accessing program benefits, resolving financial disputes due to incorrect billing, and directly receiving positive and negative feedback from patients/members regarding services received from Central Health or a Central Health contracted partner.

This position's responsibilities include training staff, developing and documenting processes, reviewing and interpreting reports, and serving as an escalation point to resolve patient/member and direct reports' concerns. This position will report to the Patient and Member Experience Manager and will work closely with the Service Delivery Teams as well as other departments to enhance a patient/member's experience.

***This position is considered hybrid. Based on business needs, the individual may work both at an approved offsite location and onsite at a primary location.

Responsibilities:

• Provide leadership and direction to a team of Patient & Member Experience Coordinators by overseeing daily operations and work productivity.
• Based on business needs, an estimated 25-30% of this position’s time will be spent supporting and receiving calls from the Patient & Member Experience call queue.
• Respond to patient/member inquiries, complaints, and requests for assistance and serve as the receiver of escalated calls.
• Monitor incoming incidents/events through the Incident Management System and call queue to assign and distribute workloads.
• Assists with Incident Management System workload to ensure timely incident/event resolution.
• Communicate with patients, Central Health team members, contracted partners, and outside providers regarding incidents/events. This includes ensuring that all associated team members are working towards achieving incident resolution and loop closure.
• Assist with the development of workflows and training materials under the supervision of the Patient and
• Member Experience Manager.
• Provide clarification, guidance, and Incident Management System training to internal team members as well as other department team members.
• Create staffing schedules to meet business needs.
• Perform audits/performance reviews and complete productivity reports to measure staff’s performance.
• Conduct end-of-year performance reviews, provide coaching, feedback and address staff discipline.
• Provide support to the Transportation team as assigned.
• Attend staff meetings and education offerings both in person and online as required.
• Support organizational initiatives to promote and maintain a positive workplace culture

Qualifications:

MINIMUM EDUCATION:

• High School Diploma or Equivalent

PREFERRED EDUCATION:

• Associate's Degree or Equivalent in a related field.

MINIMUM EXPERIENCE:

• 2 years Experience in a supervisory/lead position
• 3 years of experience working directly with customers in a healthcare, non-profit, government or educational setting with 1 year of direct experience coordinating or facilitating patient financial services or managing complaints

PREFERRED EXPERIENCE:

• Billingual In Spanish