Patient Care Program Supervisor

Description

ABOUT US

At Agile People and Payroll LLC, we value diversity and inclusiveness as strengths that make our teams successful, and we are passionate about helping our employees reach their full potential. As Patient Care Program Supervisor, we want you to feel that your employment with us will be meaningful, mutually beneficial, and enjoyable.

Member Care Insurance and Administrative Services are seeking a compassionate and experienced Patient Care Program Supervisor to lead and oversee our patient scheduling and care navigation initiatives. The ideal candidate will have strong background in healthcare management, with excellent leadership, communication, and organizational skills. The role requires the ability to develop, implement, and evaluate patient care navigation strategies to improve scheduling, access to care and overall patient experience. Previous experience in patient care coordination, navigation, and supervision is required.

POSITION SUMMARY

The Patient Care Program Supervisor oversees a team of patient advocates, a team of patient advocates to ensure the delivery of exceptional customer service and seamless care coordination. This role involves training supervising staff, resolving escalated issues, monitoring performance, and implementing process to enhance patient satisfaction and operational efficiency.

Requirements

KEY RESPONSIBILITIES

Team Leadership:

• Supervise, mentor, and guide a team of patient care Advocates by ensuring high quality service is provided and patients’ needs are met. 
• Schedule and assign daily tasks to ensure optimal team productivity.
• Conduct regular team meetings to address challenges, provide guidance, training, and foster collaboration.

Customer Service Excellence:

• Ensure patients and families receive outstanding service by addressing escalated inquiries or concerns.
• Establish Patient Navigation procedures to confirm pre-authorizations, physician assignment, and verify eligibility. 
• Monitor and uphold service standards, ensuring compliance with organizational policies and regulatory guidelines.

Training and Development:

• Develop and implement training programs to improve team skills and knowledge. 
• Provide ongoing coaching and performance feedback to staff.
• Ensure team maintains up to date product knowledge and procedures.

Operational Oversight:

• Monitor team workflows to ensure timely scheduling, coordination, and follow-up on patient services.
• Coordinate Care Plans by collaborating with providers and carriers to develop, implement, and review patient care health journeys.
• Ensure compliance and quality to ensure all patient services comply with healthcare regulations, data protection, and health record safeguarding:

Performance Monitoring:

• Track and analyze team performance metrics, such as response times and patient satisfaction scores.
• Prepare regular reports for management on team outcomes and areas for improvement.

Patient Advocacy and Problem Resolution:

• Advocate for patient needs and preferences in coordination with health care providers.
• Address and resolve complex or sensitive patient issues in a professional and timely manner.

Process Improvement:

• Identify areas for improvement in customer service processes and recommend solutions.
• Implement strategies to enhance the patient experience and operational efficiency.

Qualifications & Skills

Education & Experience:

• Bachelor’s degree in health care administration, Business Administration, or a related field. Equivalent experience may be considered.
• 3 - 5 years in a customer service or healthcare coordination role.
• Solid understanding of medical terminology and procedures, including scheduling systems.
• At least 1-2 years of supervisory or leadership experience.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and interpersonal abilities.
• Proficiency in healthcare management systems and CRM software.
• Knowledge of HIPPA regulations and healthcare standards.
• Time management and the ability to prioritize tasks to efficiently meet deadlines.