Ob/gyn Call Center Supervisor - Radnor, United States - Penn Medicine

Penn Medicine

Verified Company

Radnor, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine.

Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine.

145 King of Prussia Rd

Hours:
Full Time

Summary:

Responsible for OB/GYN Call Center Operations and individual specialty queues, including customer and patient satisfaction, personnel management, quality management, change management, and workforce planning and staff development.

Work to improve important operational Call Center measures including agent training, phone performance and patient engagement, and CPUP overall performance and service targets.

Review and determine the efficacy of Decision Trees, protocols and the interaction between the Call Center and the Practices.

Diagnose under-achieving performance and implement action plan to address, develop and implement an effective communication plan with your Call Center team and Manager.

Responsible for proactively communicating with the Manager regarding status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the CPUP OB/GYN Call Center.

Responsible for proactively collaborating with Manager, administrative and practice leadership for their individual Practice Queues on an ongoing basis, to ensure each parties' needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume.

Responsible for ensuring that all areas within their individual Practice Queues achieve agreed upon practice specific and CPUP overall performance and service targets.

This includes proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating with the Manager, administrative and practice leadership for their individual Practice Queues on an ongoing basis.

Collaborates with the manager to ensure staffing needs are met as well as productivity guidelines are followed.

Prepare reports for Manager on departmental activities, which include staff productivity, Individual queue performance, attendance and behavioral statistics and project updates.

Coordinates monthly/daily staff departments meetings. Responsible for Quality Assurance for designated departments.

Must provide assistance with day to day responsibilities regarding answering incoming patient calls, practice reports, MPM messages and voice mailbox retrievals.

Comply with all HIPAA and JCAHO regulations.

Responsibilities:

Responsible for all aspects of the Call Center Queues, including customer and patient satisfaction, personnel management, quality management, change management, and staff development.
Responsible for ensuring that all areas within the Call Center Queues achieve agreed upon overall performance and service targets. This includes proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating with the Manager on an ongoing basis.
Responsible for actively communicating with the Manager regarding: status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the Call Center.
Collaborates with the Manager and Coordinators in making adjustments in accordance with call volume and staffing resources, to ensure coverage exists for routine callouts.
Monitor reports and staff productivity, Individual queue performance, attendance, workforce statistics and project updates.
Collaborates in the coordination of staff and practice / specialty meetings.