Job Description

Location: Chicago, IL

Hospital: RUSH University Medical Center

Department: Access Center Specialty Care

Work Type: Full Time (Total FTE between 0.9 and 1.0)

Shift: Shift 1

Work Schedule: 8 Hr (8:30:00 AM - 5:00:00 PM)

Summary:

The Supervisor of the Patient Access Center is responsible for the supervision of the call center operations, and providing consultation in support of the Rush University Medical Group (RUMG) Patient Access Department and its varied operations. In this role, the Supervisor routinely works with a high-level of self-initiative, authority, and responsibility in performing technical and operational system management requirements; as well as addressing supervisory situations following well-established procedures and demonstrating independent judgement and execution. The Access Center Supervisor must possess broad and comprehensive knowledge, experience, and understanding of all Patient Access Center operations that will assist in effective operational implementation of RUMG Access Center policies, or providing recommendations that will support effective and successful decision making by leadership within RUMG and the broader organization. The Supervisor develops and implements policies and is responsible for maximizing access to care across Rush University Medical Group (RUMG) and related hospital departments to achieve organizational goals driven by budget, quality, visit volume, and productivity. Exemplifies the Rush Mission, Vision and Values and acts in accordance with Rush policies and procedures, including compliance with all Rush University Medical Group Customer Service and Performance Standards.

Other information:

Required Job Qualifications:

• Bachelor’s Degree or equivalent in experience.

• 3 years demonstrated success/results in healthcare patient access, practice management or call center operations

• Proven ability to operationalize strategies.

• Broad knowledge of healthcare trends, challenges, and opportunities applicable to academic medical centers.

• Ability to analyze, compare and evaluate various courses of action.

• Ability to build successful teams utilizing strong interpersonal skills.

Preferred Job Qualifications:

Physical Demands:

Competencies:

• Leadership

• Integrity

• Problem Solving

• Time Management

• Change agent

• Results driven

• Self-motivated and self-directed

Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Responsibilities:

• Supervises and directs the daily/weekly/monthly activities and performance of team members.

• Identifies and resolves operational problems using defined processes, expertise and judgment.

• Establishes and monitors the productivity of the Patient Access Center Representatives and generates and analyzes productivity reports.

• Collaborates with Access Center Leadership to analyze call forecasts, call arrival patterns, in relationship to staff levels and modify staffing levels accordingly to meet productivity and quality measures established.

• Reinforces and confirms that all patient communications services, productivity and performance goals, and unit or departmental objectives are successfully accomplished to the highest service level possible and in accordance with department goals.

• Ensures the successful performance and/or completion of administrative or supervisory duties, tasks, and assignments supporting operations are within established time frames; meeting established rates of performance for the quality and quantity of work for the position; demonstrating a level of quality, efficiency, and accuracy in the employee’s job performance that ensures the highest standards of excellence.

• Working closely with the QA & Training teams, supports and maintains a Continuous Quality Improvement (CQI) approach within the department; continuously gathering and assessing data for use in improving individual and department performance, as well as contributing to the development of more efficient and effective operational processing.

• Delivers guidance and recommends corrective services to address customer complaints.

• Supervises all assigned members prioritizing and assigning work; coordinating, monitoring and supervising staff members by providing guidance and direction on the successful completion of assigned tasks, duties, and responsibilities that support the successful achievement of department goals and objectives, such as:

a. Ensures that all staff members are properly trained; communicates with all staff members regarding individual or team performance; coordinates meeting with staff members on any performance or discipline related discussions or actions when required; ensures that all assigned performance appraisals are completed in a timely and accurate manner;

b. Provides direction to all assigned staff members related to performance management and evaluations, employee discipline, as well as problem and/or conflict resolution; provides decision recommendations as to the employment or retention status of staff members;

c. Participates in the recruitment, orientation, and training of staff members for the various required duties, responsibilities, and assignments within the unit; responsible for the effective supervision of all staff members in regards to compliance with all policies and procedures, discipline processing, or employment status.

• Monitors calls to observe employee demeanor, interaction with customer, customer navigation through appointment scheduling, and technical accuracy.

• Implements timely operational corrections or changes to a process or staff performance that will support effective resolution of identified errors, oversights, or unmet compliance requirements.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Position Supervisor Access Center

Location US:IL:Chicago

Req ID 12911