- Interview, hire, train, support, and develop all Admission Coordinators (AC).
- Supervise all day-to-day AC activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals.
- Supervise AC adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs.
- Continuously monitor all day-to-day activities taking place within the Care Connection Center.
- Supports all strategies, plans, and implementations as directed by Senior Leadership.
- Emphasis on the supervision of VX data integrity to ensure a clean billable patient record.
- Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded.
- Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs.
- Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded.
- Proactively identify operational efficiency and customer service enhancement opportunities.
- Work directly with all corresponding programs to support, meet, and/or exceed their individual referral/admission goals.
- Respond to complaints in a timely manner and maintain quality improvement documentation.
- Supervise staff as first-level leadership implementing strategies, processes, and guidelines
- Determine work procedures, prepare work schedules, and expedite workflow
- Evaluate and standardize procedures to improve efficiency of subordinates
- Observe and evaluate employees and work procedures to ensure quality standards and service is met
- Provide feedback regarding personnel actions such as new hire requests and discharges, to ensure proper staffing
- Attend meetings, training activities, courses and all other work-related activities as required
QUALIFICATIONS
- Two or more years related experience supervising an operations team in a 24/7 environment.
- Call Center/Customer Service management experience preferred.
- Proven success in supporting strategic plans and attaining goals in a fast-paced, dynamic environment.
- Expert in the delivery and monitoring of customer interactions.
- A solid track record of managing customer service complaints
- Experienced in leading, supervising, and supporting customer service agents
- Ability to research and analyze information and data to arrive at and articulate valid findings, including root cause analysis, to build recommended corrective action plans.
- Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members.
- Superior ability to effectively communicate at all levels both verbally and in writing
- Ability to develop spreadsheets, and use word processing and database computer software as well as MS Excel, Word and PowerPoint.
- Prior experience in working collaboratively with other functional leaders to drive strategic initiatives and action plans.
- Proven track record for supporting teams that are proactive in driving process improvement.
- Must be highly organized and able to manage multiple responsibilities.
- Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.
EDUCATION
- Completion of high school or basic education equivalency required. Bachelor’s degree preferred.
SPECIAL INSTRUCTIONS TO CANDIDATES
