Supv Shared Services Job at Duly Health and Care
Overview:
Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning. We invite you to join us, fulfill your purpose and make your mark!
Are you ready to challenge the expected to deliver the extraordinary?
Oversight of Shared Services Scheduling
Good enough isn't for us. Duly Health and Care's team members show up every day driven to exceed expectations. We challenge assumptions and invite dissent to accomplish bold goals and unleash the most extraordinary work of your career. We see and support the remarkable in every person within and beyond the walls of our work.
Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning. We invite you to join us, fulfill your purpose and make your mark!
Are you ready to challenge the expected to deliver the extraordinary?
Supervises Shared Services Scheduling as well as works with the Registration Supervisor to coordinate Same Day/After Hours Appointment Scheduling. Assures quality, procedural compliance and training for Shared Services schedulers. Supervises schedulers in the day-to-day activities involved in accurate and timely appointment scheduling and insurance verification. Reviews and conducts staff audits to assure scheduler compliance to policies and procedures. Member of the EPIC testing and implementation team.
Responsibilities:
T
he Journeys and Adventures that Await
Oversight of Shared Services Scheduling
- Supervises the Shared Services Scheduling Team Leads and staff. Monitors the training of all staff to comply with policies and procedures as well as provider protocols. Analyzes related scheduling activity and reports results to Registration Manager. Reports on the effectiveness of existing processes and any/all implemented improvements. Responsible for providing leadership in the supervision of departmental activities and contributing to the resolution of operational issues. Works with all site managers to insure quality and procedural compliance.
Monitoring and Goal Setting
- Oversees scheduling staff activities from appointment training to call resolution. Works with Manager and team leads to implement process refinements. Communicates these to staff and any other related supervisors. Takes an active role in testing software upgrades and processes. Reports call volumes and abandonment rates weekly and completes staff audits monthly. Suggests solutions when necessary. Identifies root causes for identified problems and suggests changes to improve outcomes focusing on both the internal and global impact of the issue. Monitors staff audit results and provides additional training or follow-up with staff when indicated. Identifies potential workflow problems and makes improvement recommendations to Manager. Works with management team and staff to improve patient and provider satisfaction. Reviews departmental goals and incorporates these goals into area/personal performance goals for the coming year.
Staffing
- Maintains the staffing schedules, payroll and paid time off benefits for Shared Services Scheduling. Coordinates staffing to ensure coverage. Maintains accurate and current related records. Monitors for appropriate staffing levels. Assures Same/Day and After Hours telephone staffing needs are met. Participates in Shared Services Scheduling staffing analysis and notifies manager of staff shortage or overstaffed situations. Demonstrates the ability to guide and develop staff through positive reinforcement. Motivates and challenges others to achieve organizational and career goals; communicates performance standards and expectations; gives consistent, open and honest feedback including both positive and constructive feedback; and provides active support for the development efforts of others. Demonstrates the skills necessary for effective delegation and empowerment; recognizes level of skills in others, gives appropriate authority and support, minimizes obstacles and provides clear guidelines.
Scheduling Knowledge
- Demonstrates a superior knowledge of all areas of scheduling, including the functionality of related Epic modules. Expert knowledge of provider templates, accepted insurance coverage and patient registration guidelines. Responds to questions, issues or problems raised by staff and patients regarding all aspects of scheduling and insurance verification. Is involved in system/process development, testing and implementation of Cadence upgrades, conversions, and enhancements. Documents related procedures and disseminates related information to staff. Works closely with Registration Supervisor to insure accurate patient, account and coverage information. Researches and resolves any complex scheduling issues. Communicates with appropriate management or staff to insure any identified problems are resolved. Responds to inquiries promptly. Supports and performs all primary duties and responsibilities as outlined under the Shared Services Scheduler job description. Participates in Shared Services Scheduling meetings. Responsible for the timely distribution of information to staff.
- Maintains confidentiality of all information as stipulated in the HIPPA Privacy Rules and Duly Health and Care confidentiality policy.
Accountability
- Demonstrates an understanding of departmental goals and company values through everyday attitude and behavior. Leads by example. Responsible for setting goals and developing/mentoring registration coordinators and staff. Thinks beyond the boundaries of past practices and usual routines. Performs other projects and duties as assigned.
- Responsible for the supervision of Shared Services Scheduling. Displays awareness of needs of other areas. Assesses staff workload and works with manager to set priorities. Deploys staff effectively to meet daily production needs and overall scheduling goals. Collaborates with manager to provide staff assistance or support in the case of call backlogs or unusual workload situations.
The Experiences You Bring
- Bachelor's degree from a four-year college or university or two to four years related training.
- Two to four years of related experience
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