Patient Contact Center Supervisor - Northern Loop

  • Pediatric Associates
  • 900 South Pine Island Road, Suite 800 Plantation Florida 33324 United States
  • Posted: Apr 08, 2019
Full-time Allied Health

Job Description

  • PRIMARY FUNCTION
    • Assists the Clinical Training and Development Manager in the supervision and training of the Clinical employees in the Patient Contact Center.
  • ESSENTIAL FUNCTIONS OF THE JOB
    • This list may not include all of the duties that may be assigned.
       
    • Can expertly perform all the essential job functions of a Phone M.A.
    • Assists Clinical Manager with supervising the training and development of the clinical staff.
    • Assists the Clinical Manager in the evaluation of the staff and remediation of areas of opportunities.
    • Assists the Clinical Manager in monitoring daily time swipes, overtime and call outs.
    • Assists the Clinical Manager in clinical agents phone activity (Not-Ready reports, Quality Monitoring, Score Cards, etc.)
    • Functions as a “Mentor/Trainer” for new hires and clinical employees needing remediation, as needed.
    • Utilizes positive and constructive management skills to build collaboration and teamwork.
    • Assists with performance evaluation and provides feedback as needed.
    • Uses knowledge to provide assistance and answer questions to address customer inquiries.
    • Maintains a high level of expertise related to policies and procedures.
    • Works independently and adapts quickly and resourcefully to changing situations and business needs.
    • Maintains communication between Human Resources, department heads (PCC Director and PCC Clinical Manager) and staff regarding matters such as administrative issues/problems, maintaining departmental goals or objectives and performing departmental evaluations.
    • Assists Clinical Manager with performing new hire duties such as ensuring orientation/ new hire paperwork is completed and submitted to Human Resources for employee file.
    • Resolves, documents and reports any conflicts/disputes or incidents/accidents involving staff.
    • Assists Clinical Manager with insuring that staff is up to date and complies with legal regulations set out by HIPAA and OSHA and follows all OSHA and Safety requirements.
    • Keeps a clean, safe and organized work environment for staff.
    • Attends any necessary meetings to be up to date on changes in protocol and procedures.
    • Performs other various duties as assigned, including cross training in other functional areas.
  • PERFORMANCE REQUIREMENTS
    • Education:
      • High School Diploma or equivalent. Graduation from an accredited practical/technical school of nursing or college.

    • Licensure:
      • L.P.N. or R.N. or M/A with certification and 1-3 years of work experience

    • Knowledge, Skills & Abilities:

• Knowledge of XPM/EHR and Contact Recorder desired.

• Familiar with automated call distribution, IVR, and skill-based routing systems

• Must have strong verbal, written, and interpersonal communication skills

• Experience with coaching and mentoring employees.

• Demonstrates ability to work well in a team environment.

• Strong multi-tasking skills.

• Attention to detail, accuracy and timeliness are critical.

• General PC knowledge including Microsoft Office, Internet and Email


  • Experience:
    • Prefer one to three years of phone triage experience. Knowledge of computers expected.

  • Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.