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Healthcare Call Center Supervisor

Radiology Partners

This is a Full-time position in Las Vegas, NV posted November 24, 2021.

PRACTICE OVERVIEW
Desert Radiology is committed to serving patients with prompt, quality healthcare.

Founded in 1966, Desert Radiology has grown with the Southern Nevada community to become the area’s chief resource for the highest quality diagnostic care.

Our staff of radiologists, technical and support teammates promote a reassuring environment that relieves concerns and results in the best possible experience for our patients.

Desert Radiology works closely with local area hospitals to deliver leading-edge diagnostic and interventional imaging.

We are proud to partner with numerous Nevada hospitals.

It is the combination of compassion, expertise and a commitment to providing the latest imaging technology that makes Desert Radiology the premier choice for outpatient imaging procedures.

POSITION SUMMARY
Desert Radiology in Las Vegas, Nevada is seeking a Patient Care Supervisor that will be responsible for coordinating the functions of the PCC Call Center.

Supervises and participates in the workflow process of the Scheduling, Eligibility and Prior Authorization functions within the Patient Care Center.

This person must promote effective communication and performance of duties to support the clinical services and administrative duties of the department and clinic and ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training and allocation of resources.

POSITION DUTIES AND RESPONSIBILITIES
1.

Serve as a key responsible person in the management of the PCC staff.

Serves as the initial contact for department-specific issues.
2.

Produce operational reports and conduct frequent quality assurance audits of staff.
3.

Oversee all appointment scheduling activities for all sites; ensure that clinics are scheduled according to protocol and that clinic schedules are set in collaboration with approved schedules.
4.

Maintain a current understanding of clinic operations and procedures.
5.

Assess department needs and manage the development of PCC Policies and Procedures
6.

Respond to or redirect telephone calls to appropriate staff and departments.
7.

In collaboration with the PCC Manager, conduct personnel activities to include hiring, training, evaluating, disciplinary actions, and other personnel actions as required.
8.

Forecast volumes of calls and staffing requirements.
9.

Makes necessary changes in staffing based on day of week, clinical load, other anticipated events.
10.

Monitors productivity of patient service representatives and generates reports.
11.

Reviews data to monitor the length of time customers remain on hold.
12.

Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies.

Answers questions and recommends corrective services to address customer complaints.
13.

Compile work volume statistics for accounting purposes and to keep records of client service requests and complaints.

Determines work procedures, prepares work schedules, and expedites workflow.
14.

Studies and standardizes procedures to improve efficiency of staff.
15.

Maintains collaboration among workers and resolves grievances.
16.

Prepares reports for review.
17.

Manages the staff and is responsible for overall direction, coordination planning, assigning and directing work.
18.

May need to assist with scheduling, prior authorization or eligibility as business demands dictate.
19.

Perform other Duties as assigned by the PCC Manager

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE
This position calls for a highly organized individual as their role will require self-direction, flexibility, and a capacity to give and receive feedback graciously.

The PCC Supervisor should possess the following professional qualifications and personal attributes:
1.

Knowledge of health care insurance practices to include regulations, billing, and coding requirements
2.

Knowledge of scheduling procedures, paperwork processing requirements, and various insurance coverages
3.

Knowledge of CPT and ICD-9 coding, authorization and eligibility practices and paperwork processing requirements
4.

Knowledge of medical terminology
5.

Knowledge of scheduling and eligibility software
6.

Knowledge of and experience in using office equipment including telephone, fax, computer and photocopier
7.

Knowledge of and experience in using radiology-related computer systems (RIS)
8.

Knowledge of customer service concepts and techniques
9.

Ability to pay close attention to detail for extended periods of time.
10.

Ability to apply good judgment and problem solving skills.
11.

Ability to communicate clearly in person and on the telephone.
12.

Ability to use interpersonal skills to effectively interact with physicians, other facility staff, patients and families when providing instructions or responding to questions or exchanging patient-related information
13.

Ability to organize and prioritize tasks effectively
14.

Ability to read, understand and follow oral and written instructions.
15.

Ability to file correctly by alphabetic or numeric system
16.

Ability to maintain confidentiality of patient record information
17.

Ability to appropriately supervise personnel and provide leadership
18.

Minimum three years demonstrated proficiency in Scheduling, Eligibility and/or Prior Authorization
19.

Strong verbal and written communication skills
20.

Demonstrated leadership abilities

PHYSICAL AND MENTAL DEMANDS
Position requires sitting for six to seven hours per day; eye-hand coordination and finger dexterity; ability to view computer screens for long periods and hear within normal range; ability to transfer patient files from one area to another.

Position may be stressful at times due to workload and/or dealing with difficult patients.

Radiology Partners is an equal opportunity employer.

We believe in creating and celebrating a culture of belonging and are committed to creating an inclusive environment for all teammates.

CCPA Notice: When you submit a job application or resume, you are providing the Practice with the following categories of personal information that the Practice will use for the purpose of evaluating your candidacy for employment: (1) Personal Identifiers; and (2) Education and Employment History.

Job Type: Full-time

Benefits:
401(k)
Dental insurance
Disability insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Work Location:
One location
Work Remotely:
No
Work Location: One location