Member Services Supervisor (48708)

Overall Summary

The Member Services Supervisor plans, organizes, supervises, directs, and monitors day-to-day operational activities for the Member Services Specialist to maintain smooth operations and allow staff to provide high quality and timely care and services to patients. This position is responsible for the Member Services Specialist appointment scheduling process within Bay Area Community Health; to help increase access and optimize utilization of patients to primary care services, and to facilitate appointment scheduling between appropriate services throughout BACH. On an independent basis makes decisions, on a daily basis, monitors and evaluates clinic appointment templates and adjust appointments to meet patient needs with minimal disruption to the clinic.  Works closely with the COO, CMO, Clinic Directors, and Clinic Managers to address and resolve provider schedule and appointment issues. Monitors and directs the daily appointment schedule for optimal appointment scheduling of patients eligibility routine/maintenance appointments, and prioritize scheduling to meet the organizational daily goals. Responsible for using independent judgments to make decisions. Develops and updates appointment scheduling guidelines and standardized screening questions. Works closely with Clinic Managers at each site to support and achieve BACH’s goals and objectives including organizational quality and patient-centered care. 

Job Responsibilities

• Hire, train, supervise and evaluate Member Services Specialist’ staff.  Conduct eligibility appointment visit audits (2 per employee per week) to monitor, oversee, evaluate, train and update staff and coordinate efforts with Clinic Managers and department administrators to resolve operational and staff issues identified before, during and after site visits.
• Responsible for addressing and resolving day to day issues impacting Member Services inefficiencies by addressing system problems in a resourceful and effective manner.
• Plans and coordinates daily work schedules and adjust staff work assignments as necessary to maintain appropriate staffing levels at each site due to unexpected absences.
• Oversees patient scheduling process through the Member Services Specialist.
• Monitor and evaluate clinic appointment templates and adjust appointments to meet patient needs with minimal disruption to the clinic.
• Monitor and direct the daily appointment schedule for optimal appointment scheduling of patients eligibility appointments and prioritize scheduling to meet the organizational daily goals.

Scheduling Responsibilities

• Facilitate appointment scheduling between appropriate services throughout BACH.
• Work closely with the CMO, CDs, Clinical Administrative Assistant, COO and Operations Administrative Assistant, and the Clinic Managers to address and resolve provider schedule and appointment issues.
• “Tetris” the schedule as outlined in the Coleman protocols and help reschedule missed, cancelled and no-show clinic appointments.
• In conjunction with the Member Services Manager, help create and retrieve daily reports for maximizing patient visits and internal referrals and distribute daily informational reports to management.
• Develop and update appointment scheduling guidelines and standardized appointment screening questions.
• Assist CMO and CDs in scheduling Provider PTO and CME time off.
• With assistance from the Enabling Services and Quality Manager, produce operational reports and conduct frequent quality assurance audits of Member Services Specialist.
• Develops, reviews, implements, maintains and monitors the Member Services Specialist policies and procedures.
• Demonstrates commitment to, and understanding of, BACH’s Behaviors for Success and GUEST (Customer Service Model), by modeling customer service excellence in all internal and external relationships and in the performance of all duties and responsibilities.
• Monitors staff safety and compliance with approved organizational policy and procedure and provide required follow-up training or monitoring. 
• Actively participates in the management team activities and relays information received to assigned staff.

Secondary Responsibilities

• Attend workshops, trainings and meetings as needed, and as requested.
• Perform other related duties as assigned by manager.
• Other duties as assigned

Desirable Knowledge, Skills and Abilities

• Associates Degree or equivalent combination of education and experience.
• Two years prior work related experience in a busy healthcare setting.
• One year recent supervisory experience or three years recent experience in a lead role.
• Experience working with electronic patient management and electronic health records software programs.
• Proficient in Microsoft Office products including Excel, Word, Power Point or equivalent software products.
• Access to reliable transportation.

Education and Experience

• BA in Health Sciences Administration or related field.
• Knowledge of HIPAA and health care compliance laws.
• Community health center experience.
• Grant and budget management experience.
• Two years or more supervisory experience in health care setting.
• Bilingual (Spanish preferred).

Critical Success Factors in this role include:

• The ability to work and act independently, multi-task and make decisions with minimal supervision.
• The ability to communicate effectively, both orally and in writing.
• Strong interpersonal skills with the ability to lead teams and projects, and work collaboratively.
• Excellent organizational, time management and multi-tasking skills with attention to detail.
• Excellent customer service in all interactions, particularly while serving a diverse population. 
• Successfully manage multiple projects at the same time.
• Appreciation and respect for working with and serving a diverse population.
• Proficiency in Microsoft Office and the internet.
• The ability to investigate and analyze information, draw conclusions and problem solve.
• The ability to gather data, compiles information, and prepares reports.

Physical Demands

The position requires:

• Sitting, walking, and standing associated with normal medical/clinical office environments, some bending and stretching; and lifting. 
• Manual dexterity used to include, but not limited to, standard office equipment, and computer keyboard.
• Presenting in front of groups
• Reading, writing and mathematics in order to review records for accuracy

Supervisor

Managerial personnel (supervisors, managers, directors, executive management) who are exempt or non-exempt and who are responsible for use of independent judgment to make personnel decisions or to recommend personnel decisions. Personnel decisions include, but are not limited to: hiring, promoting, transferring, evaluating, rewarding and terminating employees.

Supervision

This position will supervise the following staff:

• Member Services Specialist

Salary : $35 - $41