Purpose

The Patient Contact Center’s Patient Services Supervisor (PSS) will be responsible for managing the Patient Contact Center Representative (CCR), CCR 2, and float pool PSR teams, which provide engagement, information, and support to access medical, dental, and ancillary appointments for low-income and underserved populations, as well as outreach to our patients. The PCC PSS ensures that patient inbound calls are answered with speed and efficiency and that outbound outreach calls are effective and meet the objectives of supporting patient care. The PCC teams provide patient scheduling operations for Neighborcare Medical and/or Dental clinics located across the Seattle region. The PCC PSS will be responsible for management and supervisory responsibilities to include hiring, performance management, orientation and training, and completion of annual learning conversations. The CCR PSS will work in partnership with the Patient Contact Center Administrator and the site Clinic Administrators to provide consistent, accurate, and efficient services that result in an exceptional customer experience

Neighborcare Health offers a robust benefit package including Health, Wellness & Retirement benefits: Medical, Dental & Vision Insurance, 18+ days of Paid Time Off, 9-Paid Holidays, Retirement with Matching, Life & AD&D, Pet Insurance, Employee Assistance Program, & More! This position is eligible for the Staff Referral Program.  

In this position you will:

Ability to coordinate continually with Contact Center Administrator and Clinic Administrators to complete complex medical and dental scheduling on a daily basis, as determined by the identified needs. Ability to use data spreadsheets and applications to coordinate scheduling and serve as back up to CCR’s. Effectively resolves customer requests and/or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion. Effectively manage CCR performance and provide coaching where needed. Contribute to the contact center performance standards and measures with a focus on quality, accuracy, and timeliness. Partners with other members of the contact center and clinic teams to ensure customers are receiving the needed services, including participating in huddles and all-staff meetings. Coordinate with Interpreter Services as needed. Comply with the Neighborcare risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents. bserve principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients and co-workers. Demonstrate professional demeanor in appearance/ behavior in all work-related interactions. Participates in and completes required organizational training, including annual Safety and HIPAA and Compliance training. Attend, lead, and participate in staff meetings as directed

Required qualifications for this role: 

AA Degree or equivalent; or high school diploma or GED plus 2 years’ experience in a professional setting 2-years experience in a customer service environment

Preferred qualifications for this role:

3+ years supervisory experience or experience in a customer service setting

Our Mission
The mission of Neighborcare Health is to provide comprehensive health care to families and individuals who have difficulty accessing care; respond with sensitivity to the needs of our culturally diverse patients; and advocate and work with others to improve the overall health status of the communities we serve.

About our Service Commitments
Our service commitments were created by staff members, leaders, board members and patients.  We use these as a guide and expectation for how we treat our patients and each other.  You may learn more about our service commitments here, https://neighborcare.org/about-us/service-commitments/

Serving patients Serving each other A warm welcome Caring Respect Working together Trusting Relationship

About us
For 50 years, Neighborcare Health has been caring for our neighbors with essential medical and dental care, counseling, outreach, health education and more in Seattle, Vashon, and our newest dental clinic in Olympia!  Our purpose is to improve health by engaging, educating, and empowering people in the communities we serve.  We are looking to hire the best talent to support our culturally diverse workplace and community. 

Compensation 

The wage range for this position is minimum $60,036.00 up to $80,600.00  maximum.   Compensation will be determined based on years of relevant experience.

Union:  No

 

Full job description will be provided during the interview process.