Supervisor, Care Center (Center for Developmental Behavioral Health)

The Supervisor, Care Center is responsible for overseeing the day-to-day operation of the Care Center. This position will provide supervision and support to the assigned staff. Responsibilities include but are not limited to onboarding and training staff members; setting schedules and approving time; providing staff feedback; maintaining performance standards and compliance; delegating Care Center responsibilities; resolving issues; and responding to customers. This staff member works closely with and assists the Manager, Administrative Operations. The incumbent will liaise with other departments and interact with patients, families, clinicians, and administrative staff in a courteous and professional manner with emphasis placed on adhering to high standards of customer service.

1. Provide guidance and supervise a team of Patient Services Specialists and Scheduling Coordinators in day-to-day operations.
2. Orient, train, and monitor proficiency of staff and manages daily staff schedules to ensure appropriate coverage.
3. Sets high performance standards related to teamwork, professionalism, and the positive portrayal of the Institute at large.
4. Working with the Assistant Manager, Care Center to monitor and analyze emerging registration and scheduling needs. Allocates staff and resources to resolve issues.
5. Conduct timely staff performance evaluations including initial evaluations, annual appraisals, and provides feedback and follow-ups (i.e., coaching and disciplinary meetings).
6. Prepare and maintain updated and accurate Patient Services/Scheduling Coordinator/ orientation and operations manuals.
7. Develop and maintain a quality improvement program to monitor Care Center staff compliance with procedures, quality of data, and systems operations effectiveness.
8. With knowledge of the basic business requirements of the designated clinic(s), serves as a liaison between clinics, the Care Center, Patient Access department, and customers. Provide information and updates to the Manager, Administrative Operations on a weekly basis regarding unfilled appointment timeslots, scheduling issues, waiting lists, issues related to pre-authorizations, and Patient Access department financials.
9. Develop and maintain a quality improvement program to monitor compliance with procedure, quality of data and effectiveness of system while working with the user community to continually improve the process.
10. Track new and follow-up patients using the scheduling system and work with providers and Scheduling Coordinators to ensure proper scheduling related to the patient’s needs. Maintain provider schedules for completeness and keep providers aware of changes.
11. Maintain and apply an updated understanding of insurance requirements to ensure accurate information is captured in the system for the Patient Access department (i.e., information pertaining to insurance authorization for patient services).
12. Assist Patient Services Coordinators with issues and concerns related to insurance clearance and scheduling.
13. Provide and participate in required and ongoing training as needed.

• Associates degree or equivalent college credits required.
• Bachelor’s degree in human services related field or health care administration preferred.

• Five (5) years of satisfactory work experience in registration, scheduling, and other patient services in a clinical setting is required.
• Two (2) years of experience with Epic system preferred.