Participant Engagement Supervisor at Heartland Alliance Health – Chicago, Illinois

Title: Participant Engagement Supervisor

Department: Primary Care

Shift: FT/ 8:30AM - 5:00PM CST / M-F

Location: 4009 N Broadway Chicago, IL 60613 and 5501 S Halsted Chicago IL 60621.

Heartland Alliance Health’s (HAH) mission is to transform healthcare for the most vulnerable – particularly people experiencing homelessness, mental illness or addictions, or struggling with multiple chronic illnesses – improving health for all and the well-being of our community.

Under the general guidance of the Manager, Health Center, the Participant Engagement Supervisor provides support to Heartland Alliance Health’s Health Centers and Shelter Based Care Programs, with focus on support operations to enhance participants’ access to health care and other services within Heartland Alliance Health through supervision, auditing, reporting and data collection and management. The Participant Engagement Supervisor leverages industry knowledge and best practices to promote the mission and vision of Heartland Alliance Health and the institution. Supports culture development and management efforts.

Essential Functions:

Duties/Responsibilities:

• Provides supervision of assigned staff including hiring, supervision meetings, reviewing e-time and ensuring time-off policies are enforced.
• Ensures Participant Engagement Specialist are at their appointed scheduled locations and rearranges staff as needed to provide adequate coverage.
• Ensures timely and applicable training and competency enhancement of incoming and current Participant Engagement Specialists as well as other staff as assigned to ensure accuracy of workflow and data input.
• Completes audits to assess the quality and accuracy of program/participant data of the PES team members
• Assists with writing and implementing Standard Operating Procedures (SOP) related to position workflows.
• Provides administrative support with provider schedules.
• Generates daily and/or weekly reports of collection data for the Participant Engagement Specialists.
• Greeting participants visiting the facility, completing registration, answering questions and assist filling out any necessary documents.
• Assists in answer incoming and makes outgoing phone calls to schedule and remind participants of appointments while ensuring other calls are routed to appropriate person/program in a timely manner.
• Ensures participant satisfaction, including troubleshooting when there is a complaint and developing process improvements to prevent recurrences.
• Educates participants regarding their patient responsibilities, services, sliding fee scale, patient rights, grievance policy and confidentiality.
• Maintains thorough understanding of medical coverage and third-party liabilities, inclusive of Medicaid and Medicare. Verifies and updates third party insurance.
• Assists management by collecting participant financial assessment for documentation when assigned.
• Ensures accurate daily log of co-pay activity and forwards to Billing Department as assigned.
• Other duties can be assigned at times in order for HAH to meet the mission and/or funder requests to service our participants.

Education and Experience:

• High School Diploma or GED equivalent required. Associates degree preferred.
• Minimum five (5) years’ customer service or related experience required. Prior experience in a healthcare related field or social service agency preferred.

Certifications/Licenses:

• Certification as a Medical office assistant or a related field preferred.

Required Competencies:

• Accountability – Be responsive, responsible, resourceful, principled, and a problem-solver
• Leaderful – Take initiative, communicate effectively, delegate based on skills and interests, possess strategic thinking and acting; develop staff, foster teamwork
• A Bias Toward Action - Advocate for services and policies that support healthier lives for the populations’; be decisive and take action when a problem arises, communicating with those impacted; be proactive, innovative, and consistently work to improve operations and outcomes, carrying out formal continuous improvement initiatives
• Participant centered – Listen to and collaborate with participants, identify strengths and implement evidence-based practices; integrate and coordinate services across HHO programs
• Valuing our colleagues – Be respectful and responsive; appreciative and supportive; provide input, initiative and recognition of colleagues

Knowledge/Skills/Abilities (K/S/A)

• Proficiency in a second language may be required.
• Ability to work effectively and in a professional manner using key techniques that include using Trauma Informed language, de-escalating situations, and being respectful / relational with staff and participants at all levels of the organization.
• Excellent communication skills (oral communication, listening, interpersonal, written communication). Strong networker, convener, relationship builder and communicator with experience collaborating with diverse work teams and stakeholders.
• Ability to consistently identify opportunities for improvement and make recommendations based on observations
• Demonstrated ability to handle confidential and sensitive information possessing skills to handle situations in a professional and diplomatic manner.
• A high degree of collaboration and emotional intelligence, self-motivation, and analytical ability.

Benefits:

We offer a comprehensive and competitive benefits package designed to support your well-being and professional growth.

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA) or Flexible Spending Account (FSA)
• Wellness Programs
• Employee Assistance Program (EAP)
• Tuition Reimbursement and Educational Assistance
• 401(k) Retirement Savings Plan
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Paid Time Off (PTO)
• Paid Holidays

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk and hear.
• The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.
• The employee is occasionally required to stoop, kneel, climb or crawl.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• The employee must occasionally lift and/or move up to 10 pounds.
• Unrestricted ability to provide physical restraint. The employee must occasionally lift and/or move up to 25 pounds. Unrestricted ability to provide physical restraint.

Work Arrangement: This role is not eligible for a “hybrid” or “remote” work arrangement. Responsibilities sometimes require working evenings and weekends, sometimes with little advance notice. Ability to travel between the Heartland Alliance Health Clinics and shelter-based care sites.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Moderate exposure to outdoor elements at all times of year when traveling.

Equal Opportunity Employer Statement

Heartland Alliance Health makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.