San Antonio, Texas
Medical Call Center Supervisor Job Opening in San Antonio, Texas - Job Summary:
Oversees the operational aspects of ongoing projects and serves as liaison between project management and planning, project team. Oversees the status of operational issues, schedules, and prepares reports. Monitors and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
Essential Duties and Responsibilities:
Responsible for the specific team performance in order to achieve the operational goals of timeliness, quality, and customer service
Responsible for coordinating subordinate employee recruitment, performance assessment, work assignments, salary, and actions
Manage processes and procedures to ensure timely and quality completion of work according to clients contractual obligations
Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees
Ensure the use of best practice workflows and operational excellence in activities are utilized
Direct the training of team members on workflow and contractual modifications expeditiously
Manage processes focused on effective customer service, ensure immediate escalation of issues, and participate in meetings to discuss the case management process
Analyze and report on a monthly and quarterly basis operational statistics
Perform other duties and responsibilities as assigned
Competencies:
Strong leadership skills with the ability to prioritize and delegate effectively
Demonstrated ability to work independently, take initiative and be self-motivated
Ability to effectively manage competing priorities with a sense of urgency
Sound knowledge and understanding of medical terminology and body systems
Strong communication skills, both verbal and written
Possess excellent organizational and follow up skills, with a strong attention to detail
Possess and demonstrate skills necessary to analyze information, problems, procedures and situations
Proficient in Windows operating systems and Microsoft Office suites
Strong working knowledge of electronic scheduling systems and Electronic Medical Records (EMR)
Strong working knowledge of case management programs
Education and/or Experience: (includes certificate & licenses)
Bachelor?s degree from an accredited college in a healthcare related field or equivalent experience/combined education
Minimum 6 years of supervisory or management experience preferably in a heath care setting
Project management and medical case management life cycle experience is preferred
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Call Center Management: 6 years
Call Center Supervisor: 6 years
Medical Terminology: 1 year
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