Patient Communications Supervisor

Cedar Point Health is looking for a compassionate Patient Communications Supervisor to oversee, support, provide guidance and knowledge in this important and fast-moving department. This position is responsible for overseeing everyday workflow at for the Patient Communication department and serving as the main point of contact between team and Ancillary Service Manager, to support positive team culture, and to lead by example.

Responsibilities:

Department Management & Staff Development:

• Lead and coordinate monthly staff meetings.
• Attend monthly supervisor meetings, regional supervisor meetings and leadership meetings.
• Participates in one or more CPH Strategic Committee meetings and designated projects.
• Monitor call wait time and volumes, staffing, tasks, Provider Flow, and staff performance.
• Reviews employee timecards and requests for paid time off consistently and verifies hours worked.
• Creates and facilitates companywide communication to patients.
• Oversees establishment of new patients, including the creation of new patient packets.
• Maintain timely response to voicemails, emails and other messaging.
• Creates and maintains staffing coverage schedule and task and duty assignments.
• Provides back-up coverage for the department.
• Work with other CPH departments as needed, as well as other organizations and facilities (outpatient services, assisted living, hospitals, hospice, etc.). Meets with the other departments at least quarterly to improve communications.
• Keep staff informed of policies and procedures changes as appropriate.
• Oversee and coach employees.
• Maintain strict confidentiality, adhere to HIPPA guidelines and regulations.
• Other duties as assigned.
  
  
  
  

Administrative

• Coordinate and implement site orientation and training of new employees.


• Provide input for hiring/terminating employees in collaboration with Ancillary Services Manager.


• Prepare and execute employee performance evaluations (60 day, annual and bonus evaluations) and performance improvement plans as appropriate.


• Review employee timecards and requests for paid time off.


• Serve as main point of contact between corporate office and patient communications.


• Monitors employee morale and fosters a positive work culture.

• Exhibit leadership and buy-in to mission and values.


• Encourage, promote and track CPH Strategic Committee involvement.
  
  
  
  

Public Relations

• Resolve or escalate patient complaints.
• Review and evaluate Patient Satisfaction Survey. Create and implement plans to improve Patient Satisfaction.
  
  
  
  

Technology/Facility

• Submit support tickets to EHR and other vendors.
• Resolve or escalate general IT issues.
• Responsible for escalating facility maintenance requests.
• Track inventory and order office supplies.
• Responsible for employee break room cleanliness and organization.
• Update cork board, slide show and distribute monthly Cairn newsletters.
  
  
  
  

Financial

• Responsible for purchases using company credit card.
• Review and approve mileage reimbursement and purchase reimbursement requests.

• Ability to get certified in Cedar Point Health patient communications within 90-days is required.


• Ability to write and verbally communicate effectively.


• Skill in time management, prioritization, problem solving, and multitasking.


• Ability to take initiative, identify problems, and delegate tasks.


• Ability to set an example and maintain effective working relationships with fellow employees and the public.


• Ability to use discretion when escalating issues to the corporate level.


• Ability to work under pressure, communicate and present information.


• Ability to read, interpret and apply company policies and procedures.


• Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.


• This position is required in-person.

Education: High School Diploma or equivalent. Some college preferred.

Experience:

• Prior experience supervising 3 or more employees.


• Customer Service experience in the medical field preferred.

Mental and Physical Requirements: Varied activities including standing, walking reaching, bending and lifting. This position requires manual and finger dexterity and eye-hand coordination. Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used. Periodic stress occurs from handling many calls and dealing with patient requests.

Other Requirements: Commuting to other locations within a 75-mile radius may be required.

Conditions: Normal office environment. This position requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies, labs, hospitals and other members of the public on a regular basis.