Patient Services Supervisor Job at Hackensack Meridian Pascack Valley Medical Center
Hackensack Meridian Pascack Valley Medical Center Westwood, NJ 07675
Overview
In a joint venture partnership with Hackensack Meridian Health, New Jersey’s largest and most comprehensive and integrated health network, Ardent operates Hackensack Meridian Mountainside Medical Center, located in Montclair and Hackensack Meridian Pascack Valley, located in Westwood.
Patient focused, community-oriented and equipped with technology that rivals the nation’s most prestigious healthcare systems, each hospital offers comprehensive services delivered by caring and highly skilled medical professionals. Mountainside Medical Center and Pascack Valley have 476 licensed beds combined.
Responsibilities
Essential Functions:
Qualifications
Minimum Education
In a joint venture partnership with Hackensack Meridian Health, New Jersey’s largest and most comprehensive and integrated health network, Ardent operates Hackensack Meridian Mountainside Medical Center, located in Montclair and Hackensack Meridian Pascack Valley, located in Westwood.
Patient focused, community-oriented and equipped with technology that rivals the nation’s most prestigious healthcare systems, each hospital offers comprehensive services delivered by caring and highly skilled medical professionals. Mountainside Medical Center and Pascack Valley have 476 licensed beds combined.
Responsibilities
Essential Functions:
- Effective Time Management and communication skills
- Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.
- Strategizing and monitoring the daily activities of customer service operations.
- Assisting customer service staff with duties where required.
- Training staff in areas of customer service and company policies.
- Training and Mentoring new hires
- Monitoring call recordings for quality assurance
- Assisting in investigating and solving customer service complaints.
- Assisting with the development and implementation of service policies and explaining these to staff and customers.
- Managing call overflow, escalations, and call assistance to Team during high-call volume, short-staffed, etc., occurrences with professionalism and courtesy.
- Maintaining documentation pertaining to Patient Services department activities.
- Multi-specialty practice, managing five offices appointments, and 40+ Providers
- Be a liaison and an advocate for the Patients whilst complying with HIPAA regulations, privacy, and confidentiality in all forms of communication
- Professionalism and exceptional skills when managing Employees, Patients and working with Practices and Providers
- Knowledge and/or ability to work a computer-based call system to answer, transfer, etc. all calls
- Additional duties; as needed.
Qualifications
Minimum Education
- Associates, High School Diploma, or GED equivalent preferred
- Higher education may be substituted for experience
Required Licenses/Certifications
- N/A
Required Skills, Knowledge, and Abilities
- Previous experience in call center environment
- Experience with managing last minute changes, updates, and protocols
- Experience with EPIC or similar EMR application
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Proficient standard Microsoft Office skills.
- Outstanding communication skills, both written and verbal.
- Strong people skills.
- Excellent phone etiquette.
- Outstanding organizational skills.
- Available to work shifts.
- Strong attention to detail
- Familiarity with medical terminology
- Familiarity with EMR systems
- Ability to multitask
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