RWJBarnabas Health
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Supervisor, Patient Access Services
role at
RWJBarnabas Health
Req #: 0000215958
Category: Healthcare Operations, Revenue Cycle, and Patient Access
Status: Full-Time
Shift: Day
Facility: Barnabas Health Medical Group
Department: Patient Access Services
Pay Range: $56,797.00 - $80,225.00 per year
Location: Remote, Remote, NJ 07052
Job Overview This position will be responsible for the daily operations of the functions provided by the centralized contact center such as: incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services. Provides leadership and support ensuring staff provide timely, accurate, efficient, and compassionate service to all customer needs. Manages staff performance and quality through positive and engaging coaching and development to exceed goals and adhere to established business processes and policies. Provides exemplary leadership and is committed to and models the mission and values of the department and organization.
Qualifications
High School Diploma Required
Minimum 2 years of contact center experience in a contact center, preferably in healthcare in a leadership role.
Experience with healthcare scheduling workflows required.
Excellent verbal and written communication skills.
Exceptional customer service skills are required.
Preferred
College Degree Preferred
Medical terminology and computer skills preferred.
Scheduling Requirements
Full-Time, Days
Essential Functions
Conduct all supervisor duties and responsibilities in accordance with RWJBH policies and procedures. Enforce moral and professional standards in harmony with the department and enterprise mission, vision, and values.
Maintain and demonstrate extensive knowledge of all scheduling and registration protocols and system processes for both hospital and physician practice groups and ensure staff are trained adequately for multiple specialty scheduling across the enterprise.
Supervise and direct the day-to-day activities, functions and all related processes for a team of contact center staff ensuring the expected performance criteria is met.
Provide coaching and counseling of staff, performance plans, and other employee disciplinary processes.
Accountable for productivity and efficiency. Monitor and analyze team level productivity, compliance, quality and workload using all available reporting and recording resources.
Provide support to contact center team regularly and proactively, understand that effective support of staff is key to the department's success. Conduct routine one-on-one interactions with team members.
Operate from a service and compassion-oriented perspective modeling the highest level of service for staff. Ensure customer interactions and interpersonal communications are friendly, empathetic, and focused on service.
Serve as the primary resource for customer escalations and ensure matters are resolved promptly.
Escalate questions/issues in a timely manner by seeking assistance from contact center leadership to ensure the highest level of customer satisfaction.
Partner with other management to ensure cross collaboration and sharing of best practices.
Monitor calls and other interactions to proactively identify potential learning opportunities. Communicate successes and opportunities to staff.
Perform front line scheduler functions when needed.
Ensure staff meet annual compliance requirements and all interactions comply with such regulatory requirements.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Benefits
Paid Time Off (PTO)
Medical and Prescription Drug Insurance
Dental and Vision Insurance
Retirement Plans
Short & Long Term Disability
Life & Accidental Death Insurance
Tuition Reimbursement
Health Care/Dependent Care Flexible Spending Accounts
Wellness Programs
Voluntary Benefits (e.g., Pet Insurance)
Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!
Choosing RWJBarnabas Health RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.
Equal Opportunity Employer RWJBarnabas Health is an Equal Opportunity Employer.
#J-18808-Ljbffr
Supervisor, Patient Access Services
role at
RWJBarnabas Health
Req #: 0000215958
Category: Healthcare Operations, Revenue Cycle, and Patient Access
Status: Full-Time
Shift: Day
Facility: Barnabas Health Medical Group
Department: Patient Access Services
Pay Range: $56,797.00 - $80,225.00 per year
Location: Remote, Remote, NJ 07052
Job Overview This position will be responsible for the daily operations of the functions provided by the centralized contact center such as: incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services. Provides leadership and support ensuring staff provide timely, accurate, efficient, and compassionate service to all customer needs. Manages staff performance and quality through positive and engaging coaching and development to exceed goals and adhere to established business processes and policies. Provides exemplary leadership and is committed to and models the mission and values of the department and organization.
Qualifications
High School Diploma Required
Minimum 2 years of contact center experience in a contact center, preferably in healthcare in a leadership role.
Experience with healthcare scheduling workflows required.
Excellent verbal and written communication skills.
Exceptional customer service skills are required.
Preferred
College Degree Preferred
Medical terminology and computer skills preferred.
Scheduling Requirements
Full-Time, Days
Essential Functions
Conduct all supervisor duties and responsibilities in accordance with RWJBH policies and procedures. Enforce moral and professional standards in harmony with the department and enterprise mission, vision, and values.
Maintain and demonstrate extensive knowledge of all scheduling and registration protocols and system processes for both hospital and physician practice groups and ensure staff are trained adequately for multiple specialty scheduling across the enterprise.
Supervise and direct the day-to-day activities, functions and all related processes for a team of contact center staff ensuring the expected performance criteria is met.
Provide coaching and counseling of staff, performance plans, and other employee disciplinary processes.
Accountable for productivity and efficiency. Monitor and analyze team level productivity, compliance, quality and workload using all available reporting and recording resources.
Provide support to contact center team regularly and proactively, understand that effective support of staff is key to the department's success. Conduct routine one-on-one interactions with team members.
Operate from a service and compassion-oriented perspective modeling the highest level of service for staff. Ensure customer interactions and interpersonal communications are friendly, empathetic, and focused on service.
Serve as the primary resource for customer escalations and ensure matters are resolved promptly.
Escalate questions/issues in a timely manner by seeking assistance from contact center leadership to ensure the highest level of customer satisfaction.
Partner with other management to ensure cross collaboration and sharing of best practices.
Monitor calls and other interactions to proactively identify potential learning opportunities. Communicate successes and opportunities to staff.
Perform front line scheduler functions when needed.
Ensure staff meet annual compliance requirements and all interactions comply with such regulatory requirements.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Benefits
Paid Time Off (PTO)
Medical and Prescription Drug Insurance
Dental and Vision Insurance
Retirement Plans
Short & Long Term Disability
Life & Accidental Death Insurance
Tuition Reimbursement
Health Care/Dependent Care Flexible Spending Accounts
Wellness Programs
Voluntary Benefits (e.g., Pet Insurance)
Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!
Choosing RWJBarnabas Health RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.
Equal Opportunity Employer RWJBarnabas Health is an Equal Opportunity Employer.
#J-18808-Ljbffr