- Scheduling & Enrollment Operations:
- Become the Scheduling and Enrollments subject matter expert for the Support Center team, including the Enrollment, Patient Support and Scheduling cases and corresponding policies and workflows.
- Understand the nuances of scheduling best practices for appointments in a large medical practice and be able to articulate and teach them to the team.
- Partner with Clinical leaders on Enrollment Assessment screening processes and workflows.
- Implement efficient scheduling processes and workflows to optimize appointment scheduling, rescheduling, transfer of care scheduling, and cancellations.
- Identify areas for process improvement, gather and organize supporting materials as needed, and make recommendations on how to solve them.
- Monitor and manage scheduling reports and dashboards to manage the team, create leadership reports, identify trends and make sound decisions based on the data.
- Create and maintain Guru cards in the Guru Knowledge Base to support scheduling operations updates and training content for staff.
- Create and deliver training materials to the team to ensure existing and new processes are implemented correctly.
- Provide training, coaching, and support to team members.
- Foster a positive and collaborative work environment, promoting teamwork, professionalism, and a patient-centric approach.
- Communicate to the team in a proactive manner and provide support to team members during training, onboarding and day to day operations.
- Understand and support all Support Center workflows and operations.
- Serve as back up to scheduling teams as needed.
- Provide support to Support Center staff on nights and/or weekends on a rotating basis with other Supervisors.
- Become the Therapy Services Provider Support subject matter expert for the Support Center team, including the Provider Support case and corresponding policies and workflows.
- Develop strong relationships with providers and become an advocate, as well as the ability to hold providers accountable for following processes and workflows when needed.
- Identify areas for process improvement, gather and organize supporting materials as needed, and make recommendations on how to solve them.
- Create and maintain content within the Guru Knowledgebase and ensure that team members have access and are using the Knowledgebase.
- Create and maintain provider support training materials, process documentation, and workflows for the Support Center.
- Deliver training to the team to ensure existing and new training processes are implemented correctly.
- Ensure compliance with organizational policies, procedures, and regulatory requirements related to scheduling activities and Support Center operations.
- Conduct regular audits and quality checks to ensure scheduling accuracy, adherence to guidelines, and compliance with privacy and security regulations (e.g., HIPAA).
- Investigate and resolve scheduling errors, conflicts, and complaints in a timely and professional manner.
- Prepare and present reports for the leadership team on scheduling metrics, progress toward goals, team updates, and opportunities for improvement.
- Collaborate with providers, clinical leadership, Support Center leadership and other internal departments to understand scheduling requirements, therapy support needs, priorities, and constraints.
- Coordinate with onboarding, clinical and operations on the capacity for additional providers and the ramp time to fill schedules.
- Collaborate with Credentialing and Insurance teams to ensure patients are scheduled with a provider in network with their insurance.
- Communicate effectively with patients to address their scheduling needs, resolve conflicts, and provide exceptional customer service.
- Meet regularly with Support Center Leadership and provide feedback and updates on assigned tasks, responsibilities, and team members.
- Utilize Salesforce, Power BI, Ujet, Google Suite, Guru Knowledge Base and other relevant tools to manage appointment scheduling, maintain accurate records, and generate reports.
- Participate in IT requirements for Salesforce case development, Ujet implementations, and other technology related workflows. Complete user acceptance testing and perform QA checks after release to production.
- High School diploma or equivalent
- Bachelor's Degree in healthcare, business, management, or related field preferred, or equivalent experience
- Previous experience supervising and training staff.
- Previous experience in a medical practice, healthcare support center or similar environment, with a focus on scheduling, appointment management, enrollments, patient or provider support.
- Outstanding teammate with strong leadership skills and a coaching mentality.
- Excellent communication and interpersonal skills, with the ability to interact effectively with patients, healthcare professionals, and other stakeholders.
- Proficiency in using scheduling software, Salesforce, Google Suite, and other relevant computer systems.
- Knowledge of healthcare regulations and privacy laws, such as HIPAA.
- Strong organizational and problem-solving skills, with the ability to prioritize tasks and manage multiple responsibilities simultaneously.
- Attention to detail and a commitment to accuracy in scheduling operations.
- Ability to work under pressure and adapt to changing priorities in a fast-paced healthcare environment.
- Passionate about the WellPsyche Mission and Vision and can motivate team members to ensure this is our guiding principle on the Support Center team via the values of people matter, compassionate leadership, mamba mentality, WOW Service.
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Supervisor, Support Center - Los Angeles, United States - WellPsyche
Description
Are you ready to work from home using best-in-class technologies? Are you looking to make a real difference in people's lives? Are you looking for a career where you can become the best version of yourself?Welcome to WellPsyche Medical Group WellPsyche is a best-in-class telehealth organization providing outpatient mental health services to children, adolescents, and adults via Zoom. We are a fully remote organization working collaboratively together to develop tools and technologies to help our delivery of care of that our patients can become the best version of themselves.
As Support Center Supervisor, your primary responsibility will be supervising, training and directing the work of the Support Center employees. You will also specialize in supporting the Scheduling and Enrollment operations, including analytics, within the Support Center. You will lead scheduling audits and work collaboratively with Support Center team members and various stakeholders to ensure efficient and accurate scheduling of patient appointments and other quality assurance related tasks. Additionally, you will be the lead for Therapy Provider Support. Your role will be crucial in leading a strong Support Center team, maintaining smooth workflows and ensuring excellent patient experiences.