In collaboration with patients, families (as defined by the patient) and staff across all disciplines and departments is responsible for supervising and directing the daily activities of the Patient Services Representatives (PSR). This position will also perform the all duties of the PSR including appointment scheduling (medical, dental and behavioral health), providing information about the status of patient prescriptions, serving as a single point-of-contact for community providers serving CommUnityCare patients, and relaying messages to clinic staff as needed.

• Supervise and direct the work activities of a call center (Patient Navigation Center (PCN) staff.
• Oversee the daily activities of the staff to ensure department standards are met.
• Develop, recommend, and implement changes to navigation center processes and procedures.
• Monitor phone and computer systems and make necessary decisions and adjustments when systems are slow or down.
• Oversee the activities related to maintenance and repair of equipment and order supplies and materials as needed.
• Work as an information source to answer PSR questions and provide instruction as needed.
• Manage daily huddles with the staff.
• Assist in training the PSR staff.
• Respond to patient inquiries, complaints and requests for assistance.
• Perform all duties of a Patient Services Representative.
• Perform other duties as assigned.

PRIMARY ACCOUNTABILITIES

• Seek ways to improve customer service and productivity in the navigation center.
• Ensure a positive patient experience through professional interaction with patients and proper phone greeting etiquette.
• Maintain strict confidentiality of protected health information (PHI).
• Follow standardized patient scheduling practices, utilizing telephone scripts as provided.
• Maintain up-to-date knowledge of call flow processes and changes.
• Maintain patient experience metrics (including talk time, wrap up time, call abandonment, wait time between incoming calls and wait time before call is answered) below targeted levels.
• Obtain satisfactory scores on PNC-related items on the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Patient-Centered Medical Home (PCMH) and any other survey tool.
• Schedule appointments accurately and efficiently, using established guidelines for open access and load leveling.
• Collaborate with all departments and divisions of CommUnityCare to provide patient-centered care.
• Ensure all actions, job performance, personal conduct and communications represent CommUnityCare in a highly professional manner at all times.
• Uphold and ensure compliance and attention to all company policies and procedures as well as the overall mission and values of the organization.

• High level of skill at building relationships and providing excellent customer service.
• Excellent verbal and written communication skills.
• Bilingual (English/Spanish) strongly preferred.
• Ability to plan and prioritize work and the work of others.
• Ability to utilize computers and commonly used software, including Microsoft Office Suite.

Education:

• Graduation from high school or equivalent. Bachelor’s or Associate’s degree preferred.

Knowledge and Experience:

• 3-5 years of related experience. Any combination of education and related experience may be substituted.
• Previous customer service experience required.
• Experience in a call center environment desirable.
• Previous experience supervising and directing the work of others.
• Previous scheduling, registration, billing, or administrative assistant experience preferred.