Central Intake - Supervisor

Welcome to Cherry Health - video about Cherry Health

Overview Of Position

The role of the Patient Services Supervisor is responsible for the daily oversight, support, and performance of the Patient Services Coordinator team. This position ensures exceptional patient experience through effective team leadership, quality assurance, training, and coordination of workflows. The Supervisor partners closely with the Contact Center Manager and other departmental leaders to drive operational efficiency, meet service goals, and uphold organizational values.

Must adhere to the organizational Policies, Procedures, Code of Ethics, and all licensing and accreditation standards of the position. Must represent the organization’s Mission in all actions and communications.

This is a full time, benefit eligible position typically working Monday - Friday 8am - 5pm onsite at our downtown Grand Rapids location.

Essential Duties And Responsibilities

• Demonstrate leadership and management skills that foster a culture of mentoring, coaching, motivating and engaging staff.
• Supervise daily operations of the Patient Services Coordinators to ensure timely, accurate, and patient-centered service.
• Ensure accurate and complete documentation in patient records, maintaining confidentiality and compliance with HIPPA.
• Model and communicate key values in the community and to staff in a way that supports Cherry Health’s mission.
• Ensures a positive patient/client experience and ensures staff members perform duties and responsibilities in accordance with the organizational guidelines.
• Educate and empower staff to be adept at meeting current and future organizational needs, and adjust schedule staff hours of work, priorities, and assignments to ensure efficient operation, based on workload.
• Direct, supervise, train, evaluate competencies and address performance issues consistently, promptly, and appropriately through real-time coaching and feedback to support staff development, customer service and adherence to protocols.
• Plan and facilitate meetings to communicate organization initiatives and updates to staff.
• Monitor patient/client calls, staff member workload and analyze departmental reports and productivity standards according to established standards. Monitor call volumes, wait times, and scheduling accuracy using call management and electronic health record (EHR) tools.
• Identify performance trends, analyze data, and implement strategies to meet quality and productivity goals.
• Participate in recruitment, hiring, onboarding, and training of new staff.
• Maintain staff schedules, manage time off requests and coordinate coverage as needed.
• Manage escalated patient concerns and complaints with professionalism and resolution focused.
• Collaborate with clinical and operational leaders to resolve patient access challenges and enhance coordination.
• Develop, revise, and update departmental documentation to ensure best practices and provide procedural reference to staff members.
• Stay up to date with insurance/payer requirements to ensure provider eligibility with the payer.
• Audit staff created appointments/charts update as needed to make sure new patients’ information is complete.
• Assist in patient scheduling opportunities.
• Other duties as assigned.
  
  

Skills / Knowledge / Abilities

• May be required to translate other languages, if applicable.
• Strong leadership, coaching and mentoring skills.
• Knowledge of medical terminology, scheduling best practices and payer guidelines.
• Proficiency in EHR systems and call/contact center software.
• Ability to organize and prioritize large volumes of work and multi-task.
• Ability to communicate effectively with the public, colleagues, and professional staff in a courteous, professional manner in both written and verbal form.
• Excellent communication and documentation skills
• Working knowledge of the Health Insurance Portability and Accountability Act (HIPAA)
• Strong customer service and conflict resolution skills.
  
  

Competencies

• Customer Service
• Collaboration
• Integrity
• Respect
• Professionalism
• Learning
  
  

Education / Licenses / Certificates

High School graduate or GED required. Bachelor’s degree in related field preferred.

Experience

Minimum two years supervision experience in a medical office setting, customer service and/or call center or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job listed above.

Physical Requirements

Possible exposure to patients/clients with illnesses and/or infections. Frequent telephone and computer use, requiring manual dexterity for writing and computer use. Sitting, standing, or walking for extended periods of time. Specific vision abilities required by this job may include close vision, distance vision, and ability to adjust focus. May require bending, squatting, or kneeling and lifting up to 50 pounds. Use of Personal Protective Equipment (PPE) as required.

Who We Are

Cherry Health, Michigan’s largest Federally Qualified Health Center (FQHC), operates in six counties across the state, is based in Grand Rapids. With a team of more than 800 health care professionals at 20 locations, Cherry Health focuses on removing barriers, expanding access, and delivering comprehensive quality health care services to underserved communities, regardless of an individual’s insurance status or ability to pay. We provide primary care, dental, vision, behavioral health, pharmacy services, substance abuse services, residential re-entry services, school-based health centers and more.

Our Mission

Cherry Health improves the health and wellness of individuals by providing comprehensive primary and behavioral health care while encouraging access by those who are underserved.

Our Vision

Our community will be healthier because we will seek out and welcome those who need our services. All will be treated as family with integrated, coordinated care to improve health and personal well-being.

Our Values

• Collaboration – Support the Cherry Health mission by encouraging teamwork to accomplish organizational goals.
• Customer Service – Serve internal and external customers in a welcoming manner with compassionate care.
• Innovation – Embrace creativity to improve patient care and workplace efficiency while remaining curious and open to learning.
• Integrity – Uphold the highest ethical standards by being honest and trustworthy.
• Professionalism – Create a positive work environment where we care accountable for our decision, our action and the results.
  
  

Benefits

Cherry Health has excellent benefit offerings dependent on employment status. Check out a sample of the benefits available to our team members below!

• Loan repayment through the NHSC and Michigan State Loan Repayment Program for select roles
• Medical, Dental and Vision Insurance for you and your family
• Generous Paid Time Off benefit – 4 weeks per year for full time
• Paid holidays - 8 full day paid holidays (Including Black Friday!) and 2 half day paid holidays!
• 403(b) Retirement Savings Plan with generous employer match - $ for $ match up to 5%
• MET and MESP 529 Savings Plans
• Pet Insurance!
• Employee Assistance Program
  
  

Our policy is to offer all employees and applicants for employment equal opportunity without regard to race, color, religion, gender, national origin, age, disability, genetic information, marital status, height, weight, sexual orientation, gender identity, or status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected category.