Patient Solutions Specialist Supervisor

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. Share in our vision of being Eastern CT’s best choice for patient-centered healthcare!

We are currently seeking a Patient Solutions Specialist Supervisor who will lead and support the call center and operation of patient navigation, ensuring courteous, efficient, and professional customer service. Supervise a team of Patient Solution Specialists, manage schedules, and ensure that all team members are adequately trained and equipped to handle incoming calls, conduct client intakes, assess patient social determinants of health and provide information about UCFS Health Care services. Plays a key role in improving health outcomes and reducing health disparities by overseeing and improving the delivery of high-quality patient navigation services.

UCFS Hours of Operation: Open 8:00am - 7:00pm; Hours Vary by Day & Location (We are also open on the 2nd and 4th Saturday of each month)
Expected Schedule: Full-Time, 40 hours/week; Monday through Friday

Outline of Duties and Responsibilities:

• Supervise the operation of a multi-line telephone system, ensuring calls are answered, handled, and transferred efficiently according to protocol.
• Monitor customer service quality through coaching, quality assurance reviews, and performance feedback related to calls, scheduling practices, documentation, and patient interactions.
• Supervise the initial client intake process, ensuring accuracy in the entry of demographic and insurance information as well as the insurance verification process.
• Provide guidance in telephonic and in-person support for clients/patients, including assessments for social determinants of health.
• Facilitate communication plans, timelines, and follow-ups for ongoing client support.
• Maintain an understanding of community resources to ensure the team can connect clients/patients.
• Partner cross-departmentally with clinical (such as Behavioral Health, Dental and Primary Care) and operational teams to coordinate effective patient solutions.
• Perform administrative duties related to care coordination and record-keeping for reporting purposes.
• Assess the Patient Solution Center’s success by monitoring and analyzing operational and call center performance metrics, including speed of answer, abandonment rate, call quality, productivity, and other key performance indicators to identify trends and drive improvement.
• Implement real-time changes to address reported concerns.
• Monitor telephone queues and operational workflows to identify bottlenecks and implement correction actions.
• Develop, maintain, and improve workflows, scripting, training materials, and standard operating procedures that support patient access, workflow standardization, and operational excellence.
• Partner with leadership to establish operational goals and monitor departmental performance against established benchmarks.

Why UCFS?

Our team is passionate about the services we provide and is committed to making a difference for our clients and community. At UCFS, a Federally Qualified Health Center, we specialize in integrated care which means having access to essential services to meet the complex needs of those we serve. We work collaboratively across programs at our agency to remove barriers and streamline access to services including behavioral health services, primary care, dental, case management and more. If you are committed to improving the health and well-being of our community, we encourage you to apply for this exciting opportunity.