Job Description

Patient Contact Center Supervisor (Front Office)

Business Office · Patient Contact Center
Plantation, FL
Health Care
Full Time, Days
Weekly Schedule: Monday - Friday 9:00am - 6:00pm
Bilingual: None
Bilingual Type: N/A
Posted 03/26/2018
Req # 1338
  • PRIMARY FUNCTION: Assists the Front Office Training and Development Manager in the supervision and training of the Front Office employees in the Patient Contact Center.  
    SUPERVISION RECEIVED: Reports directly to the Patient Contact Center Front Office Training and Development Manager as well as the Director of the Patient Contact Center.  
    SUPERVISIORY RESPONSIBILITIES: Exercises supervision over the training, development, and proficiency of the front office staff as delegated by the Front Office Training and Development Manager.  
    ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)
    1. Can expertly perform all the essential job functions of a Front Office phone agent.
    2. Assists Front Office Manager with supervising the training and development of the clinical staff.
    3. Assists the Front Office Manager in the evaluation of the staff and remediation of areas of opportunities. 
    4. Assists the Front Office Manager in monitoring daily time swipes, overtime and call outs.
    5. Assists the Front Office Manager in F/O agents phone activity (Not-Ready reports, Quality Monitoring, Score Cards, etc.)
    6. Functions as a "Mentor/Trainer" for new hires and front office employees needing remediation, as needed.
    7. Utilizes positive and constructive management skills to build collaboration and teamwork.
    8. Assists with performance evaluation and provides feedback as needed.
    9. Uses knowledge to provide assistance and answer questions to address customer inquiries.
    10. Maintains a high level of expertise related to policies and procedures.
    11. Works independently and adapts quickly and resourcefully to changing situations and business needs.
    12. Maintains communication between Human Resources, department heads (PCC Director and PCC Front Office Manager) and staff regarding matters such as administrative issues/problems, maintaining departmental goals or objectives and performing departmental evaluations.
    13. Assists Front Office Manager with performing new hire duties such as ensuring orientation/ new hire paperwork is completed and submitted to Human Resources for employee file.
    14. Resolves, documents and reports any conflicts/disputes or incidents/accidents involving staff.
    15. Assists Front Office Manager with ensuring that staff is up to date and complies with legal regulations set out by HIPAA.
    16. Keeps a clean, safe and organized work environment for staff.
    17. Attends any necessary meetings to be up to date on changes in protocol and procedures.
    18. Performs other various duties as assigned, including cross training in other functional areas.
    19. Assists in creating a formal documented training plan for all new front office phone agents.

      Education:High School Diploma or equivalent.
      Licensure: N/A
      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
      • Needs to be proficient in Power Point
      Experience:Prefer one to three years of front office experience.  Knowledge of computers expected.
    COMPANY OVERVIEW: Founded in 1955, Pediatric Associates is one of the oldest and most respected pediatric practices in the United States. Pediatric Associates opened its first office in Hollywood, Florida. The Company was one of the first medical groups to introduce satellite office locations in consumer retail locations. They were also one of the first pediatric groups to embrace managed care in the 1970s, collaborating with insurance plans as healthcare partners with the common interest of providing South Florida's children with the best healthcare available. Today, Pediatric Associates is a national leader in pediatric population health management with over 200,000 patients under global risk. Keeping abreast of medical advances and changing lifestyles, Pediatric Associate’s modern facilities offer comprehensive services, including X-ray and state certified laboratories. The Company currently has 33 neighborhood locations, which are staffed by more than 200 employed providers who proudly serve families throughout Miami-Dade, Broward, Palm Beach, St. Lucie, counties, including Tampa and Jacksonville. Pediatric Associates will continue to bring the best possible healthcare service to its patients well into the 21st Century. Ease of access, prompt courteous service and responsiveness to our patients' concerns will always be their primary goal. Pediatric Associates has continued to thrive and today is recognized as one of the premier general pediatric and population health management practices in the United States.
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