Job ID: 217123
Category: Customer Service/Patient Access
Work Type: FT
Location: Radnor, PA, United States
Work Schedule: Full Time
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Job Title: OB/GYN Call Center Supervisor
Department: OB/GYN
Location: Penn Medicine Radnor- 145 King of Prussia Rd
Hours: Full Time
Summary:
Responsible for OB/GYN Call Center Operations and individual specialty queues, including customer and patient satisfaction, personnel management, quality management, change management, and workforce planning and staff development. Work to improve important operational Call Center measures including agent training, phone performance and patient engagement, and CPUP overall performance and service targets. Review and determine the efficacy of Decision Trees, protocols and the interaction between the Call Center and the Practices. Diagnose under-achieving performance and implement action plan to address, develop and implement an effective communication plan with your Call Center team and Manager. Responsible for proactively communicating with the Manager regarding status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the CPUP OB/GYN Call Center.
Responsible for proactively collaborating with Manager, administrative and practice leadership for their individual Practice Queues on an ongoing basis, to ensure each parties' needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume. Responsible for ensuring that all areas within their individual Practice Queues achieve agreed upon practice specific and CPUP overall performance and service targets. This includes proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating with the Manager, administrative and practice leadership for their individual Practice Queues on an ongoing basis. Responsible for proactively communicating with the Manager regarding status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the Call Center. Collaborates with the manager to ensure staffing needs are met as well as productivity guidelines are followed. Prepare reports for Manager on departmental activities, which include staff productivity, Individual queue performance, attendance and behavioral statistics and project updates. Coordinates monthly/daily staff departments meetings. Responsible for Quality Assurance for designated departments. Must provide assistance with day to day responsibilities regarding answering incoming patient calls, practice reports, MPM messages and voice mailbox retrievals. Comply with all HIPAA and JCAHO regulations.
Responsibilities:
Credentials:
Education or Equivalent Experience:
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.