As a Patient Acquisition Supervisor, you play a pivotal role in ensuring that our organization effectively communicates with both patients and employees. Your commitment to patient-centric and employee-centric communication will be instrumental in driving our success. The Patient Acquisition Supervisor will lead by example, providing guidance, support, and coaching to the team to continuously improve the patient experience.

Key Responsibilities:

• Leadership and Team Management: Supervise and lead a team of Patient Acquisition Specialists, providing direction, support, and mentorship to ensure the highest level of service delivery.
• Patient Interaction Oversight: Oversee patient interactions conducted by the team, ensuring they are conducted with empathy, professionalism, and adherence to company standards.
• Performance Monitoring and Evaluation: Monitor team performance metrics, such as patient intakes, call volume, and patient transfers and implement strategies to improve performance as needed.
• Training and Development: Coordinate and facilitate training programs for team members to enhance their customer service skills, knowledge of company policies and procedures, and understanding of healthcare processes.
• Quality Assurance: Implement quality assurance measures to ensure consistency and accuracy in patient interactions, including call monitoring, feedback sessions, and performance reviews.
• Issue Resolution: Serve as a point of escalation for complex patient inquiries or issues, providing guidance and support to team members to facilitate timely and effective resolution.
• Collaboration and Communication: Collaborate with other departments, such as healthcare providers and administrative staff, to streamline processes and improve the overall patient experience. Communicate regularly with leadership to provide updates on team performance and patient feedback.
• Compliance and Privacy: Ensure compliance with all privacy and healthcare regulations, such as HIPAA, and company policies related to patient information handling and confidentiality.
• Continuous Improvement: Identify opportunities for process improvement and innovation to enhance the patient experience and drive overall organizational success.
• Team Engagement: Foster a positive and supportive work environment that encourages teamwork, creativity, and professional growth among team members.

• Experience in healthcare field, specifically patient services and/or quality assurance (1-2 years, preferred).
• Knowledge of insurance policies and requirements.
• Call Center experience (1-2 years, preferred).
• Proven track record of leadership and/or managerial success (2-4 years).
• Excellent written and verbal communication.
• Self-motivation, time-management, and deductive problem-solving skills.
• Intuitive human relation and motivational skills.
• Computer and technological literacy.
• Work well both independently and as part of a team.