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Supervisor Outpatient Access Center
Job ID: 93514
Location: Morrisville, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job
Job Description
Description
Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.
Job Summary
The HCS Outpatient Access Center Supervisor manages the day to day operations of the Outpatient Access Center. This position provides supervision and direction to a team of outpatient access specialists who are skilled in customer service and critical thinking in a fast-paced environment. Responsibilities include candidate selection, staff counseling and coaching, and distributing workload. Employees in this class are considered experts within the area of assignment (professional relations, scheduling, referrals) and provide assistance to both subordinates and other staff. Additionally, the Outpatient Access Center Operations Supervisor is responsible for ensuring processes are conducted efficiently and in a high quality manner to meet a high level patient experience, departmental and organizational goals, and the health care needs of all the patients we serve. They ensure call center operations adhere to departmental and organizational protocols and patient privacy regulations
100% remote
This is a remote position eligible for hire from: Arizona, Florida, Georgia, Iowa, Kentucky, Maryland, Michigan, Mississippi, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia, West Virginia, and Wisconsin.
1. Supervises the Tech Pod team within the OAC. Responsible for the My UNC Chart support customer service line, My UNC Chart customer service messages and requests, and the Find a Doctor customer service line.
2. Resolves work problems utilizing operational, technical, and program knowledge.
3. Works with the Staff Development Specialist to ensure new or revised procedures are documented and ensures staff are aware of these procedures and are able to demonstrate competency upon completion of initial orientation and ongoing QA reviews.
4. Manages department HR function related to staff recruitment, hiring, orientation, and training. Conducts performance evaluations and employee discipline in accordance with UNCHCS policies and procedures. Maintains employee attendance records and approves timecards.
5. Manages staff relations including performance management, staff satisfaction, and conflict management.
6. Manage team projects and participate on intra-departmental projects. Lead or serve on recurring task force teams, project workgroups, special projects, and regular leadership meetings. Develops and implements process improvement plans.
7. Serve as internal and external representation and leadership role with stakeholders across the health care system.
8. Ensures that all patient and provider complaints are resolved in a timely manner with favorable solutions.
9. Develops policies and procedures to accomplish objectives. Communicates changes to existing policies and procedures. Responsible for continuous improvement to processes, development and documenting workflow plans.
10. Establishes priorities within the unit supervised. Establishes work schedules, organizes and directs the flow of work. Adjusts individual assignments to meet the needs of the unit.
11. Provides input to departmental budget process and monitors to ensure fiscal accountability. May establish work unit operational budget.
12. Operational supervision and responsibility of all processes for a wide variety of services for the UNCHCS as well to meet goals related to value care patient populations, patient engagement, patient experience, provider relations/referrals, patient care, and customer service satisfaction.
13. Performs routine and ad hoc analyses, audits, reporting, and workflow studies as required to ensure operational efficiency and departmental readiness for growth. Specialty reporting required for tracking and trending, and forecasting staffing needs.
14. Keeps leadership team informed of departmental operations related to HR, training, metrics, and staff performance and needs. Work with a variety of different departments related to the individual services provided including shared services such as ISD, Telecom, PQI, Population Health, Privacy Office, HIM, PLC, and Revenue Cycle.
15. Assists with developing specific departmental standards and objectives which directly support the achievement of UNCHCS organizational access goals.
Education Requirements:
Professional Experience Requirements:
At least two years of supervisory experience; work experience in a healthcare setting strongly preferred.
Knowledge, Skills & Abilities
Strong verbal and written communication skills with a focus on patient centered care to meet patient and departmental needs; professionalism, active listening, rapport building, facilitating, empathy, conflict resolution, complaint management, and problem solving.
Provide open, positive mission-focused communication, direction and assistance to all internal and external customers. Express initiative, teamwork and a good attitude. Shows interest and self-motivation.
Ability to work effectively as a leader in a fast-paced, constantly changing, demanding work environment while maintaining strong critical thinking, leadership, communication, and organizational skills.
Assumes additional responsibilities while also supporting the team in their needs and identifying situations that need to be brought to supervisor and/or manager.
Skilled in Microsoft Office programs (Word, Excel, PowerPoint)
Strong personal computer and technology skills
Ability to access and utilize numerous databases simultaneously.
Strong organizational skills and the ability to shift priorities quickly. Strong Leadership Skills
Preferred: familiarity with medical terminology
Results oriented with the ability to meet deadlines in a fast-paced, dynamic and project-oriented environment.
Proficient in time management with superior prioritization skills.
Must be self-motivated and detail oriented with strong analytical and critical-thinking skills
Effective verbal and written communication skills with the ability to professionally present information.
Team Player, interested in patient centered care and patient safety.
Job Details
Legal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: Patient Access Center - CASI
Work Type: Full Time
Standard Hours Per Week: 40.00
Work Schedule: Day Job
Location of Job: US:NC:Morrisville
Exempt From Overtime: Exempt: No
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.
Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.
Diversity Statement
The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.
Equal Employment Opportunity
UNC Health is an equal opportunity and affirmative action employer.
Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.
All interested applicants are invited to apply for career opportunities. Please refer to our Employment Application Accessibility page if you need a reasonable accommodation to search and/or to apply for a career opportunity.
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Learn further E-Verify details in E-Verify (English) or E-Verify (Spanish).
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View the KNOW YOUR RIGHTS (English) or the KNOW YOUR RIGHTS (Spanish)posters.
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