Supervisor, Patient Engagement in Plantation, Florida at Pediatric Associates

PRIMARY FUNCTION

The Supervisor of Patient Engagement will be pivotal in driving efforts to enhance patient satisfaction, improve retention rates, and assist with patient outreach. You will lead a team dedicated to engaging with patients, addressing their needs, and enhancing their overall satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

1. Lead and Supervise a team of patient engagement representatives to ensure optimal performance and adherence to established protocols

1. Develop and implement strategies to enhance patient satisfaction and retention rates.

1. Coordinate with various departments to streamline processes and improve the overall patient experience.

1. Organize patient outreach efforts to ensure timely communication and follow-up

1. Conduct regular training sessions to equip staff with the necessary skills and knowledge to engage with patients effectively.

1. Stay updated on industry trends and best practices related to patient engagement and incorporate them into the organization's strategies.

1. Responds and assists members (patients) with Primary Care Provider (PCP) allocation.

1. Monitors key performance indicators related to patient engagement and addresses productivity and quality, adjusting strategies as needed.

1. Provides guidance and support to team members in resolving challenging situations and addressing patient inquiries effectively.

1. Assist with special projects and reports and coordinate with other department leaders as needed.

1. Other various duties as assigned, including cross-training in other functional areas.
   

SUPERVISORY RESPONSIBILITIES

Overseeing and managing the Patient Engagement Representatives and Team Leads. Overseeing and managing the Quality Assurance Team.

QUALIFICATIONS

EDUCATION: High School diploma required. Bachelor's degree in healthcare administration, business management, or related field highly preferred.

EXPERIENCE: Minimum of 4 years’ experience in a supervisory role within a healthcare setting, with a strong focus on patient engagement and customer service. 2-3 years previous healthcare experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated leadership skills, including motivating and inspiring team members to achieve common goals.

• Ability to multi-task in a fast-paced environment while meeting established production and quality goals/metrics.

• Excellent communication and interpersonal skills, with the ability to interact effectively with patients, staff, and healthcare providers

• Strong organizational skills, with the ability to effectively prioritize work daily and follow up on open items promptly.

• Advanced proficiency in Microsoft Excel (or equivalent application), including pivot tables.

• Basic proficiency in Microsoft Word and PowerPoint (or equivalent applications).

• Understanding of state and federal Medicaid managed care frameworks and regulatory environments.

• Demonstrates ability to work well in a team environment.

TYPICAL WORKING CONDITIONS

• Non-Patient-facing

• Full-time rotate working in the office and remote/telework.

• If remote, this job must be U.S.-based

• Indoor work; professional office environment

• Operating Computer

• Reach Outward

• Lift/carry 10 lbs. or less

• Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate a copier, and other office equipment

• Sitting

OTHER PHYSICAL REQUIREMENTS

• Vision

• Sense of sound

• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

Demonstrate good judgement and reads and abides by the company’s code of conduct, ethics, employee handbook, policies and procedures and other corporate mandates.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.