Patient Care Representative Supervisor - Key Whitman Rockwall

Accessibility Note

Surgery Partners is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is the Company’s policy not to discriminate against any qualified people or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, the Company will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made the Company aware of his/her disability, unless doing so would cause an undue hardship to the Company. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact talentacquisition@surgerypartners.com

POSITION SUMMARY

The Patient Services Manager oversees the daily operations of the call center and leads a team of patient service representatives to ensure exceptional patient experiences. This role is responsible for operational performance, staff development, service quality, and adherence to organizational standards that support innovative and superior eye care.

The essential functions include, but are not limited to the following

• Displays strong and effective leadership on a daily basis; provides mentorship, development and guidance to the team of Patient Services
• Responsible for interviewing, hiring and executing a training plan for new team members
• Manages staffing performance evaluations and overall supervision of departments in compliance with company policy and state and federal laws
• Works with Patient Services Supervisor to ensure clinical goals are being met such as scheduling and patient satisfaction
• Leads the Patient Services agents and looks for ways to refine processes and procedures
• Responds to patient questions and concerns regarding procedures, pricing, scheduling, and insurance coverage
• Monitors time off requests and approves timecards prior to payroll processing
• Oversee the communication between onsite, remote and all departments of all clinic locations
• Cultivates a positive, accountable and inspired work environment
• Maintains an atmosphere of privacy and respect regarding personal issues among colleagues
• Oversees usage of, provides maintenance and facilities implementation of role-specific computer applications
• Drafts and maintains training and reference documents utilized by Patient Services agents

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Bachelors degree or 5+ years of leadership experience in a healthcare or medical call center environment
• Prior management experience in a high-volume call center or patient access setting
• Strong knowledge of HIPAA and patient confidentiality standards
• Excellent verbal and written communication skills
• Proven ability to manage multiple priorities and lead cross-functional projects
• Experience using EMR systems and call center performance metrics
• Highly organized, self-motivated and team-oriented leader

Benefits

• Comprehensive health, dental, and vision insurance
• Health Savings Account with an employer contribution
• Life Insurance
• PTO
• 401(k) retirement plan with a company match
• And more!

Equal Employment Opportunity & Work Force Diversity

Our organization is an equal opportunity employer and will not discriminate against any employee or applicant for employment based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, parental status, sexual orientation, veteran status, genetic testing results or any other consideration made unlawful by federal, state or local laws. This practice relates to all personnel matters such as compensation, benefits, training, promotions, transfers, layoffs, etc. Furthermore, our organization is committed to going beyond the legal requirements of equal employment opportunity to take positive actions which ensure diversity in the workplace and result in a multi-cultural organization.

Surgery Partners conducts pre-employment screenings including but not limited to criminal background checks and drug testing.