Nemours is seeking an experienced Access Center/Call Center Supervisor to join our team in Wilmington, DE!
This position is responsible for the day to day operations and performance of the DV Central Scheduling Call Center.
Essential Functions:
Supervises staff, evaluates work and current state results, monitors staff time and recommends and implements corrective actions. Independently suggests new approaches for performance enhancement and improved productivity. Identifies, quantifies and monitors account detail or workflow processes for barriers. Makes process improvements or initiates courses of action for problem resolution.
Produces daily, weekly and monthly performance reports which require Microsoft Excel knowledge.
Coaches and motivates staff to ensure that Call Center objectives are consistently met.
Continuously evaluates Call Center execution, KPI's, and other key indicators and takes the necessary action to course-correct when opportunities exist.
Uses problem solving skills and planning abilities to diagnose and solve root process, payer and system issues impacting revenue cycle objectives. Addresses team barriers, process flow or productivity issues. Completes employee performance evaluations, monitors attendance and provides disciplinary action as necessary.
Organizes, delegates, monitors and measures special projects to ensure they are completed timely and accurately. Provides formal feedback on project results to management.
Independently leads initiatives as assigned by management, coordinating task teams or other forums to deliver results as identified and/or determined by leadership. Provides formal updates and closure.
Performs scheduling and preregistration duties including patient demographic validation, insurance benefit verification and coordination of benefits order. Excels in all areas of pre-service including scheduling, preregistration/registration, financial clearance and insurance verification, and check-in and financial collections. Trains and leads team members.
Delivers a positive patient experience in all encounters. Performs any written or verbal communication necessary to exchange information with designated contacts promoting effective working relationships. Resolves patient issues in a concise and informative manner.
Responsible for participation in departmental and hospital programs for Quality Assessment and Improvement, identifying opportunities to improve services, making recommendations and implementing actions as appropriate and consistent with the goals of the Nemours Foundation
Job Requirements:
Associate Degree Required
5+ years of supervisory experience within a call center/scheduling area strongly preferred
Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.
