Tthe Supervisor, Care Center will support Care Center leadership by overseeing the day-to-day operations and supervision of assigned staff. The incumbent will interact with patients, families, clinicians, and administrative staff in a courteous and professional manner, with an emphasis placed on adhering to high standards of customer service.

1. Support day-to-day operations of assigned clinic/program. Provide guidance and assistance to staff with issues and concerns related to insurance clearance, scheduling, and resolving patient concerns.
2. Set and maintain high performance standards related to teamwork, professionalism, and the positive portrayal of the Institute at large.
3. Manage daily staff schedules to ensure appropriate coverage.
4. Work with the Senior Director, Outpatient Services to monitor and analyze emerging registration and scheduling needs, and allocate existing staff to resolve issues.
5. Supervise assigned Care Center staff, including onboarding, training, performance management, and follow up resulting from coaching or disciplinary actions.
6. Prepare and maintain updated and accurate Care Center orientation and operations manuals. Orient, train, and monitor proficiency of staff.
7. Develop and maintain a quality improvement program to monitor Care Center staff compliance with procedures, quality of data, and systems operations effectiveness. Work with user community to continually improve the process.
8. Utilize knowledge of the basic business requirements of designated clinic(s) to serve as a liaison between clinics, the Care Center, Patient Access, and customers. Provide information to department leadership on a weekly basis about unfilled appointment timeslots, scheduling issues, waiting lists, issues related to pre-authorizations, and Patient Access.
9. Track all new and follow-up patients using the scheduling system and work with providers and Care Centers to ensure proper scheduling related to the patient’s needs. Maintain provider schedules for completeness and keep providers aware of any changes.
10. Maintain and apply an updated understanding of insurance requirements to ensure accurate information is captured in the system for Patient Access to access, such as information pertaining to insurance authorization for patient services.
11. Attend all required and ongoing training and facilitate as needed.

• Associate’s degree or equivalent college credits required.
• Bachelor’s degree in human services related field or health care administration preferred.

• Minimum 5 years of work experience in registration, scheduling, and other patient services in a clinical setting is required.
• 2 years of experience with Epic system preferred.