Job Description

Regional Clinical Phones Training Supervisor

Business Office · Patient Contact Center
Plantation, FL
Health Care
Full Time, Days
Weekly Schedule: Monday - Friday 10:00am - 7:00pm
Bilingual: None
Bilingual Type: N/A
Posted 12/16/2019
Req # 4001
  • PRIMARY FUNCTION: Assists in the supervision and support of the Clinical Phone Agents in the Medical offices. Ensures all required phone policies and procedures are followed in the medical offices.  Trains new and current Clinical Phone Agents.  Assists the Senior Clinical Phones Manager with daily clinical Phone Operations.
    REPORTS TO: Reports directly to the Senior Clinical Phones Manager.
    SUPERVISORY RESPONSIBILITIES:Assists the Senior Clinical Phones Manager by exercising general supervision over assigned Clinical Phone Staffs’ overall performance; works in conjunction with the Clinical Manager of the assigned medical offices.
    ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)
    The following are in addition to the current Patient Contact Center Medical Assistant Job Description.
    1. Assists in the selection, training and development of new Clinical Phone Agents.
    2. Assists the Clinical Managers in the office by evaluating and improving the efficiency of Clinical Phone Staff.
    3. Ensures that Departmental policies are being followed in the offices and assists the Senior Clinical Phones Manager in educating the Clinical Phone Staff on policy/procedure changes.
    4. Conducts in-office clinical phone trainings to support the development and continued education of the phone staff.
    5. Assists in the development and implementation of Quality Improvement initiatives.
    6. Maintains communication with the Clinical Manager in the offices, Patient Contact Center Leadership team, Human Resources, and reports any conflicts/disputes or incidents/accidents involving clinicians, staff, patients and/or parents.
    7. Reviews daily, weekly and monthly performance metrics with assigned phone staff to ensure departmental goals are met.
    8. Addresses quality notification errors with employees and develops a plan for prevention of future errors.
    9. Assists the Clinical Phones Training and Development Manager with employee performance evaluations, continuous education and employee engagement activities.
    10. Assists the Clinical Phones Training and Development Manager in ensuring remedial or corrective actions take place when employees deviate from specified performance expectations.
    11. Performs monthly Quality Monitoring Evaluations on assigned phone agents.
    12. Maintains a thorough knowledge of all departmental policies.
    13. Extensive Travel throughout assigned offices.
      Education:High School Diploma or equivalent.
      Licensure:MA Diploma or Certification
      Knowledge, Skills & Abilities:Must have strong verbal, written, and interpersonal communication skills. Must have exceptional listening and analytical skills. Demonstrates the ability to work well in a team environment. Maintains effective working relationships with employees and patients.
       Ability to plan, prioritize, organize workflow.  Exercises a high degree of initiative, judgement, discretion and decision-making skills.
      Experience:Prefer 2 years of Phone experience working in a medical office setting.  Pediatric medical triage experience required.
      The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job.  It is intended to be an accurate reflection of the general nature of level of the job.
      I have read the above job description and my supervisor has discussed it with me and I understand the responsibilities of the job for which I have been hired.  I acknowledge that I have assumed responsibility for carrying out these tasks to the best of my ability and accordance with company policies.
    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.
    © 2020 HealthcareSource HR, Inc. All Rights Reserved.

    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

    Apply Online