Supervisor - Call Center

Overview

The Outreach Team Supervisor is responsible for interacting professionally, courteously, and in a culturally-sensitive manner with patients. The supervisor oversees and actively contributes to the daily operations of the BronxCare Outreach Team. The supervisor utilizes electronic medical record-based dashboards to identify patients in need of outreach, and contacts patients via phone and mail to engage them in care, in an effort to close gaps in care for clinical quality measures. The supervisor is responsible for maintaining familiarity with managed care organization quality incentive programs. The supervisor is also responsible for monitoring and coaching Outreach Team employees on conducting outreach through effective communication and efficient use of the electronic medical record.

Responsibilities

• Establish and maintain positive relationships with patients, visitors, and other employees. Interacts professionally, courteously, and appropriately with patients, visitors and other employees. Behaves in a manner consistent with maintaining and furthering a positive public perception of BronxCare Health System and its employees.
• Contributes to and participates in the Performance/Quality Improvement activities of the assigned department. Contribution and participation includes data collection, analysis, implementation of and compliance with risk management and claims activities, support of and participation in Continuous Quality Improvement (CQI) teams, consistent adherence to the specific rules and regulations of the BronxCare Health System's (a) Safety and Security Policies, (b) Risk Management: Incident and Occurrence Reporting, (c) Infection Control Policies and Procedures and (d) Patient and Customer Service.
• Supports clinic-based outreach team efforts by overseeing and actively participating as an employee of the centralized Outreach Team.
• Contributes to population health management and improvement of the quality of health care delivered to BronxCare patients by working to close gaps in care for clinical quality measures, including but not limited to cancer screening, chronic disease management, and access to preventive care. Maintains familiarity with managed care quality organization quality incentive programs.
• Assists in the training, monitoring, evaluating, and scheduling of Outreach Team employees.
• Utilizes automated data dashboards accessed through the electronic medical record to identify patients in need of outreach.
• Outreaches patients via phone and mail to engage them in care, educate on the importance of completing outstanding appointments and/or tests, and assist with scheduling needed appointments and/or tests.
• Conducts quality assurance audits; monitors the entry of patients'demographic and insurance information; monitorseffective communication with patients and efficient use of the electronic medical record.
• Administers, assists and monitors goal setting, problem solving, decision-making, and conflict resolution.
• Liaises with clinic-based outreach team members and coordinates with practice managers to sustain a multifaceted approach to patient outreach and education across Ambulatory Care.

Qualifications

• Experience interacting with patients in a health care setting a plus.
• Patient outreach experience a plus
• Two to five (2 - 5) years supervisory or managerial experience
• Familiarity with managed care organization quality incentive programs a plus.
• High School or GED
• Bachelor's
• Excellent verbal and listening skills for communicating clearly and effectively.
• Bilingual (English/Spanish) fluency preferred, additional languages spoken a plus.
• Excellent problem-solving, decision-making and conflict resolution skills.
• Teamwork, and the ability to coordinate with practice managers and clinic-based outreach teams a must.
• Extensive computer skills required, including the ability to swiftly adapt to the electronic medical record and utilize Microsoft Word, Excel.
• Extensive Computer Knowledge
• Integrated software knowledge in Windows: Microsoft Word, Access, and Excel.