Patient Solutions Specialist Supervisor

Description

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. Share in our vision of being Eastern CT’s best choice for patient-centered healthcare! 

We are currently seeking a Patient Solutions Specialist Supervisor who will lead and support the call center and operation of patient navigation, ensuring courteous, efficient, and professional customer service. Supervise a team of Patient Solution Specialists, manage schedules, and ensure that all team members are adequately trained and equipped to handle incoming calls, conduct client intakes, assess patient social determinants of health and provide information about UCFS Health Care services. Plays a key role in improving health outcomes and reducing health disparities by overseeing and improving the delivery of high-quality patient navigation services. 

UCFS Hours of Operation: Open 8:00am - 7:00pm; Hours Vary by Day & Location (We are also open on the 2nd and 4th Saturday of each month)
Expected Schedule: Full-Time, 40 hours/week; Monday through Friday

Outline of Duties and Responsibilities:

• Supervise the operation of a multi-line telephone system, ensuring calls are answered, handled, and transferred efficiently according to protocol. 
• Monitor customer service quality through coaching, quality assurance reviews, and performance feedback related to calls, scheduling practices, documentation, and patient interactions. 
• Supervise the initial client intake process, ensuring accuracy in the entry of demographic and insurance information as well as the insurance verification process. 
• Provide guidance in telephonic and in-person support for clients/patients, including assessments for social determinants of health.
• Facilitate communication plans, timelines, and follow-ups for ongoing client support.
• Maintain an understanding of community resources to ensure the team can connect clients/patients.
• Partner cross-departmentally with clinical (such as Behavioral Health, Dental and Primary Care) and operational teams to coordinate effective patient solutions.
• Perform administrative duties related to care coordination and record-keeping for reporting purposes.
• Assess the Patient Solution Center’s success by monitoring and analyzing operational and call center performance metrics, including speed of answer, abandonment rate, call quality, productivity, and other key performance indicators to identify trends and drive improvement. 
• Implement real-time changes to address reported concerns.
• Monitor telephone queues and operational workflows to identify bottlenecks and implement correction actions. 
• Develop, maintain, and improve workflows, scripting, training materials, and standard operating procedures that support patient access, workflow standardization, and operational excellence. 
• Partner with leadership to establish operational goals and monitor departmental performance against established benchmarks. 

Why UCFS?

Our team is passionate about the services we provide and is committed to making a difference for our clients and community. At UCFS, a Federally Qualified Health Center, we specialize in integrated care which means having access to essential services to meet the complex needs of those we serve. We work collaboratively across programs at our agency to remove barriers and streamline access to services including behavioral health services, primary care, dental, case management and more. If you are committed to improving the health and well-being of our community, we encourage you to apply for this exciting opportunity.

Requirements

Minimum Education and Experience:  

• Associate’s degree in business administration, healthcare administration, or related field 
• 2 years of supervisory experience in call center operations, assessing and improving workflows
• 2 years of direct supervision in a call center, patient access, registration, intake, or comparable high-volume service environment. Experience with healthcare triage scripts and escalation workflows preferred. 
• 2 years of successful assessing, evaluation, and training (re-training) staff
• 2 years successfully using EHR – EPIC in a healthcare setting

Minimum Certificates, Licenses, Registrations

• N/A

Minimum Skills and Abilities: 

• Proficiency with EHR – EPIC
• Knowledge of call center operations, workforce management principles, and performance metrics
• Strong understanding of patient access, scheduling workflows, and healthcare operations.
• Ability to lead teams in a fast-paced, high volume customer service environment.
• Ability to train both seasoned and new staff on patient solution workflows 
• Demonstrated success in leadership and collaboration with diverse teams.
• Excellent customer/client service and communication.
• Proficiency with Microsoft Office Suite – intermediate Excel skills

UCFS offers a comprehensive benefits package including:

• Flexible schedules
• Competitive salaries
• Generous paid time off including 3 weeks' vacation, 4 floating holidays and 10 sick days each year
• Medical, dental and vision insurance
• 401(k) plan with 6% employer contribution
• Paid life and disability insurance
• Employee Assistance Program (EAP)
• Additional voluntary benefits
• Public Service Loan Forgiveness eligibility

Automated Employment Decision Technology (AEDT) Notice (CT CART Act):

 To assist our recruiting team, this application process may use the algorithmic features of LinkedIn (Candidate Fit / Top Match), and Handshake (Talent List Sorting), as well as on other platforms we may use. We use these automated technologies specifically to prioritize incoming applications, sort applicant lists, and match candidate profiles based on how closely provided skills, job history, experience, abilities align with our job criteria.

While a human recruiter reviews candidates and makes all final hiring and interview decisions, these automated platform tools serve as a material factor in our initial screening pipeline. These systems process data from your submitted resume, application, and public platform profiles. For inquiries or questions regarding the use of this technology, please contact us at [email protected]

EEO Policy:

UCFS is strongly committed to a workplace environment that respects, appreciates and values employee differences and similarities.  By providing and supporting an enriching work culture, UCFS will continue to better serve our communities and provide quality patient, client, and resident care and services. UCFS is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, and genetic information or disability, as defined and required by applicable state and federal laws. Additionally, UCFS prohibits retaliation against an applicant or employee because they have engaged in protected activity under the statutes prohibiting discrimination in the workplace.