Job Description
Company Background
HealthMap Solutions is the future of specialty health management, that focuses on progressive diseases, with a particular expertise in kidney health populations. HealthMap uses clinical big data resources and high-powered analytics to power complex specialty health management programs. HealthMap Solutions is a diverse, growing company committed to our clients and our employees. We are champions for better health, for those who need us most.
Position Summary
The Supervisor for Ancillary Team is responsible for direct oversight of the support teams within Care Services, which include the Engagement Specialist and Care Coordinators. The Supervisor for the Ancillary team will maintain responsibility for each respective teams performance including but not limited to, customer service outreach to members, demographic research, data gathering, supporting call center, documentation, mail room, scheduling appointments and patient contact via phone and email. Communication with patients, family members, team members and physician office staff are a primary focus of this position. The Supervisor for the Ancillary team reports directly to the Director Care Services.
Responsibilities
• Review and assignment of Task Manager Report
• Assign case files to Care Services Team for follow up
• Ensure appropriate client script is used for outreach
• Ensure Call Center Call queues are managed, and metrics maintained per client contract
• Review and analyze Call Center Reports
• Review patient records and collect data as requested
• Input data into Electronic Health Record and/or internal care management documentation system
• Call patients to schedule appointments and obtain/confirm demographic information
• Assist with tracking and call logs
• Assist with JIRA ticket submission
• Encourages environment for positive team approach
• Coaches and mentors staff
• Forward thinking with creative solutioning approach
• Acts as a liaison with other key department leaders
• Monitors and communicates team objectives, metrics and individual performance goals set forth by the organization
• Schedule and complete weekly 1-1s with all staff
• Performs weekly and monthly call and documentation audits as appropriate
• Assists in training new hires as a part of onboarding and precepting
• Oversight for weekend and after hours based on business need
• Employee is expected to comply with HIPAA privacy laws and all other federal, state, and local regulations
• Protect and maintain confidentiality of company and customer information, policies, and processes.
• Perform other related duties as assigned.
Qualifications
Requirements
• High School Graduate
• Associates Degree in Business or Health Related Field preferred
• Proficiency in medical terminology
• Preferred Medical Assistant Certification
• Bilingual preferred
• Experience in Call Center Environment strongly preferred
• 1-3 years of experience in Customer Service preferred
• 1-3 years of experience in the clinical or managed care setting preferred
• 1-3 years of experience in leadership role
• Demonstrated Team Approach, Communication, Analytical, and Organizational skills
• Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint
* High School Graduate * Associates Degree in Business or Health Related Field preferred * Proficiency in medical terminology * Preferred Medical Assistant Certification * Bilingual preferred * Experience in Call Center Environment strongly preferred * 1-3 years of experience in Customer Service preferred * 1-3 years of experience in the clinical or managed care setting preferred * 1-3 years of experience in leadership role * Demonstrated Team Approach, Communication, Analytical, and Organizational skills * Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint 1 to 3 years experience. Employment Type: Full-Time