Position Title:    Patient Services Care Coordinator Supervisor 

Supervisor:        Director of Surgical Services 

FLSA Status:       Non-Exempt

Mission:

To provide our patients and community the most innovative and breakthrough treatment options to improve overall health and wellness.

Values:

Patient Experience

Innovation

Integrity

Teamwork

Job Summary:

The Patient Services Care Coordinator Supervisor works closely with the Director of Surgical Services to ensure operational effectiveness of the department. They will support the surgery center and provider care teams by delivering administrative and patient care services.  Their goal is to take initiative to improve the patient’s care and experience.  The Patient Services Care Coordinator Supervisor completes all tasks outlined in the Patient Services Care Coordinator job description. Essential functions of this position include, but are not limited to:

Workflow Management – Ensuring Efficient Operations:

• Ensure effective and appropriate staff coverage. Aids in coverage for call outs.
• Provides and oversees work direction supporting the clinic’s day-to-day operations.
• Supervises staff activities to ensure the needs of patients, staff, and providers are met daily.
• Assigns work provides direction and ensures that assigned tasks are completed.
• Monitors the phone queue throughout each shift to ensure calls are being answered in a timely manner.
• Communicate with the team to see if assistance is needed when calls are abandoned or missed.
• Fields questions from both ASC and Patient Services Care Coordinators, offering support and clarification as needed.
• Offers productivity improvement ideas and efficiency suggestions.

Recruitment – Training and Development – Compliance:

• Participates in the recruitment and selection of administrative staff by aiding with screening resumes, interviewing applicants, and providing input on candidate selection.
• Effectively trains incoming hires.  Appropriately gauges the progress of learning in new hires and adjusts the training process accordingly.  Effectively and closely communicates with the director to ensure all needs for training have been met by new team members.  Assists in completion of New Hire Training Checklists.
• Oversees scheduling of the Patient Services Care Coordinators, including approving time off requests. Adjusts staff scheduling to ensure adequate coverage.
• Reviews, verifies accuracy, approves, and processes timecards of assigned Patient Services Care Coordinators staff.
• Ensures Patient Services Care Coordinators are trained, knowledgeable in, and following all current downtime tasks/procedures.
• Supports the training of staff in the latest policies and procedures. Ensures the implementation of updates provided by the management team.
• Aids in planning department meetings and events.
• Fosters a culture of collaboration and shared purpose by promoting leadership values throughout the team.
• Partners with senior leadership, ensuring alignment of departmental goals with organizational vision and priorities.

Performance Evaluation:

• Utilizes the phone system to screen and monitor calls, providing the Director with feedback.
• Monitors the performance of Patient Services Care Coordinators and provides feedback and updates to the Director as needed, no less than monthly. Includes individual performance summaries, challenges each team member is facing, and any struggles they have encountered.
• Pulls performance reports and visits satellite locations rotating on a weekly basis.
• Attends/is present during coaching conversations, written warnings, and performance reviews.
• Acknowledges complaints, investigates issues, determines resolution, communicates outcomes, and follows up to ensure problems are resolved.
• Monitors and evaluates the performance of Patient Services Care Coordinators to ensure that individual employee goals are aligned with overall organizational objectives, fostering a sense of purpose and direction.

Supervisory Responsibility:

• In collaboration with the Director of Surgical Services, this position participates in the supervisory tasks delineated in the Job Summary section above.

Qualifications:

• Minimum of one year of strong customer service with an exceptional ability to listen and communicate with others.
• Education:
• High school diploma/GED plus one year of medical clinic experience

          OR

• Associate’s or Bachelor’s degree

Skills & Abilities: 

• Prior leadership experience preferred.
• Superb communication skills.
• Excellent writing, analytical, and problem-solving skills.
• Organized, efficient, and detail oriented.
• Friendly and compassionate.
• Strong customer service skills.
• Ability to prioritize duties.
• Ability to follow oral and written instructions.
• Ability to work well whether independently or as part of a team.
• Ability to work in a fast-paced work environment and efficiently handle daily fluctuation of patient volume.
• Strong computer skills.

Work Environment:

While performing the duties of this job, the employee regularly works in an office/clinic setting. This position is 100% in-office due to the nature of the responsibilities.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to grasp or handle, objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee must occasionally lift or move up to 20 pounds. Employee will be walking or standing for 60% of the time in this role and will be sitting for 40% of the time in this role. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Compensation & Work Schedule:

• Full-time: 40 hours/week.
• Non-Exempt.
• Day Shift: Monday - Friday.
• No evenings or weekends.
• A competitive benefits package including medical, dental, vision, disability, and life insurance, 401(k) plan, PTO time, paid holidays, and HSA is offered.
• Mileage reimbursement for work travel at standard IRS rate.

JOB CODE: 1000191