Supervisor, Specialty Services Care Coordination

JOB DESCRIPTION

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Supervisor, Specialty Services Care Coordination

JOB OVERVIEW: The Supervisor assists in managing the scheduling operations and services coordination of specialty care services to enhance the patient access experience and the health care of the patient population served. This includes supervising the team responsible for scheduling and coordinating services across multiple hospital-based specialty services, providers, and clinic services, including pre-registration, insurance verification, estimate creation, point-of-service collections, inbound/outbound call handling, MyChart requests, and in-person check-in support. In partnership with the Manager and Medical Director, the Supervisor supports the delivery of service that meet organizational standards for quality, access, and patient experience and cost-effective care.

DEPARTMENT: Cancer Services

WORK HOURS: Typically, Monday - Friday; hours may vary based on department needs.

REPORTS TO: Manager, Cancer Services

PREREQUISITES:

High School Graduate or equivalent (G.E.D.) required. Associate''s degree, Bachelor''s degree, or certificate in a related specialty preferred.

Minimum of three (3) years relevant experience in a healthcare setting including front office, patient access, or scheduling functions in a physician office, hospital, or outpatient clinic required, with at least (2) years of leadership experience (including staff and program development).

Experience with patient scheduling, registration, multi-line phone systems, Electronic Medical Record systems, and working across several software programs simultaneously.

Familiarity with MS software, computer hardware, and troubleshooting. Experience with Epic preferred.

Working knowledge of medical terminology and abbreviations; ability to spell and understand commonly used terms.

QUALIFICATIONS:

Must be proficient in using a computer keyboard and working in a Windows-based environment.

Demonstrates ability to act independently and take initiative in problem solving.

Ability to work effectively in a rapidly changing environment, high-volume environment; demonstrated flexibility and manageability of multiple demands.

Knowledge of quality / process improvement techniques and philosophies, as appropriate to position.

Demonstrates understanding of and adherence to compliance standards.

Excellent customer service skills with the ability to communicate effectively, actively listen, and interact professionally, tactfully, and empathetically with patients, families, providers, and colleagues while maintaining a calm, patient-centered approach.

Ability to communicate and work effectively with the physical and emotional development of all age groups.

Excellent communication skills, including verbal, written, and listening.

Ability to organize and prioritize work, and to meet or exceed department performance standards for Registration Quality, Productivity, and Collections.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS:

Must possess the ability to work independently, with a minimum of direction, and take initiative in problem solving.

Must be able to interact professionally and effectively with a wide variety of people, including operations staff, providers, the public, and departments within VMC. Attention to detail and excellent organizational skills are essential.

Must be able to function effectively in an environment with frequent interruptions and multiple tasks.

Must be able to stand or sit for extended periods and withstand the repetitive motion of keyboarding for extended periods of time.

Must be able to lift supplie