Supervisor

Job Title:Supervisor

Location:Main Hospital - New Brunswick

Department Name:IT&S Telecommunications

Req #:0000202719

Status:

Shift:Evening

Pay Range: $49,177.00 - $60,000.00,

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The Compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience,

Job Overview:

This position will be responsible for the daily operations of the functions provided by the centralized contact center such as; incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services. Provides leadership and support ensuring staff provide timely, accurate, efficient, and compassionate service to all customer needs. Manages staff performance and quality through positive and engaging coaching and development to exceed goals and adhere to established business processes and policies. Provides exemplary leadership and is committed to and models the mission and values of the department and organization.

Qualifications:

Required:

• High School Diploma Required
• Minimum 3 years of contact center experience in a contact center, preferably in healthcare in a leadership role.
• Experience with healthcare scheduling workflows required.
• Excellent verbal and written communication skills.
• Exceptional customer service skills are required.

Preferred:

• College Degree Preferred
• Medical terminology and computer skills preferred.

Scheduling Requirements:

• Full-Time, Evenings

Essential Functions:

• Ensures the accuracy and integrity of all patient information.
• Enforces compliance with all departmental policies and procedures in conjunction with the goals and mission statement of the organization
• Provides oversight of the educational needs of the staff and address these needs when applicable
• Utilizes necessary systems to review daily alerts, address system errors
• Responsible for the education of all staff and must assure all receptionist and operator staff is competent on mandatory education.
• Achieves expected results and outcomes without compromising RWJBH core values, processes or procedures
• Ensures timely visitor check-ins through FAST PASS
• Responsible for maintaining adequate staffing levels including the review and completion of staff schedules
• Provide on-call support to staff as needed to ensure urgent issues are addressed in a timely manner
• Communicates issues and policies to all staff members as it relates to department
• Responsible for monitoring all key performance indicators and creating action plans when goals are not met
• Delegates and prioritizes work assignments
• Informs staff of System updates and is responsible for providing any/all pertinent information related to concierge and telecommunication issues
• Provides clear communication and expectations for staff
• Reviews and recommends any changes to departmental policies
• Maintains open communications with management
• Oversees and supervises all department functions including training, onboarding and orientation of all new staff
• Demonstrates good interpersonal skills and a positive demeanor in working with patients, employees and other organizational staff
• Responsible for the coaching and development of all staff performing these functions and assisting in implementing short and long-term plans and objectives to improve customer service and collect quality information
• Operates with a high degree of autonomy and authority while working within the framework of RWJBH philosophy and policies
• Maintains professional affiliations and enhances professional growth and development to keep abreast of the latest trends in hospital/department/administration services

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer