Call Center Supervisor (Supervisor, Clinic Support)

Department Overview

This position is responsible for hiring, training, developing, managing and evaluating the Knight Cancer Institute (KCI) Call Center staff (PAS). This position supports KCI Clinics by leading the creation and implementation of best practice policies and coordinating Call Center staff activities to ensure the smooth flow of clinical services and operations. This position is responsible for daily management of call center metrics and quality, including abandonment rates, call durations, and patient satisfaction. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Knight Cancer initiatives/projects and service excellence projects. This position will be a working manager with the knowledge to train and cover all Call Center duties as necessary. The KCI Clinics encompass a multidisciplinary clinical practice which includes Hematology Medical Oncology, Center for Hematologic Malignancies, Gyn Onc, and the Comprehensive Breast Center. This position reports to the Knight Cancer Call Center and Scheduling Manager and has a collegial relationship with the management teams, medical directors and all Faculty for the Divisions of Surgical Oncology, Gynecology Oncology, Knight Cancer Institute, and KCI Inpatient Units.

Function/Duties of Position

• Customer Service: Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) which meets or exceeds the service standards of the health care industry and OHSU.  These duties will include prompt and professional communication efforts in written and verbal forms, face-to-face customer contact skills, crisis management, knowledge of available informational tools and technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. The PAS Supervisor will serve as a role model for other clinical and non-clinical employees in KCI.
• Process Improvement: PAS Supervisor will lead multi-disciplinary process improvement efforts to improve PAS operations. PAS Supervisor is an expert user of Lean (OPEx) principles and Epic. PAS Supervisor will have the knowledge to perform all PAS duties, including visit scheduling, reception, surgery/procedure scheduling and phones. PAS Supervisor will lead and engage PAS staff in regular daily and weekly huddles, participate in weekly improvement rounds, and participate in process improvement events.
• Human Resources: This position reports directly to the Knight Cancer Call Center and Scheduling Manager.  The PAS Supervisor works collaboratively with the faculty and staff that work in the KCI.  In consultation and collaboration with the KCI Call Center and Scheduling Manager, interviews and hires PAS Specialists, PAS Resource Specialists, and students.  Orients, trains new employees, and makes arrangements for OHSU-sponsored training.  Conducts regular one-on-one meetings with each direct report that includes coaching, counseling, and professional employee development through discussions and mentoring. Monitors timely completion of training requirements, and demonstration of core competencies. 
• Operations: This position supervises approx. 12 staff. Roles include, PAS and PAS Coordinator staff, that the supervisor provides daily guidance in problem-solving.  The PAS Supervisor will be required to assign and approve business-related work.  The PAS Supervisor will be called upon to investigate operational problems within the practice environment. The PAS Supervisor will work conjointly with the KCI Call Center and Scheduling Manager to evaluate work performance and initiate performance appraisals for all employees under the supervisor’s supervision.  Works in concert with the Manager to counsel employees, develop work plans, and participate in discipline; communicates performance expectations, and 
• business policies and procedures. Assists employees with problem identification and resolution.  Coordinates business personnel work schedules, and time-away schedules.  Will arrange coverage for the absent business personnel. Other duties include:
• Monitors Department phone volume and metrics, holding staff accountable and investigating barriers to access via the phone
• Maintains a collegial relationship and assists with problem-solving patient and provider issues with the OHSU Intake and Revenue Cycle Operations Management and staff teams.
• Monitors/audits work productivity of PAS staff to meet OHSU ambulatory practice benchmarks.
• Provides leadership in creating and implementing policies and procedures for clinic operations.
• Close appointments utilizing Edit Appointment Statistics in Epic.
• Moni