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Patient Experience Supervisor

University of Minnesota Twin Cities

Details

Posted:

February 22, 2025

Location:

Minneapolis, Minnesota

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Salary:

65,665.60 - 75,000.00

Category:

Healthcare

Position Description:

The Patient Experience Supervisor plays an integral role in supporting pre-doctoral clinical operations at the School of Dentistry, providing leadership and oversight for front desk and call center teams. Reporting to the Patient Experience Manager, this position collaborates closely with clinical leadership to ensure a seamless and exceptional experience for all patients at the University Of Minnesota School Of Dentistry.

Responsibilities for this position include, but are not limited to:

Oversee and coordinate the daily clinical support services for Patient Experience Team (75%)
- Staff Development/Supervision - Provide daily supervision and mentorship of 12+ Patient Care Coordinators and/or Call Center staff
- Perform on-going needs analysis and evaluation of front-end operations to ensure quality customer service and patient experience.
- In collaboration with the Patient Experience Manager, develop/implement staff organizational strategies and metrics o Establish team priorities, goals, and expectations
- Hire, train, assign work, evaluate, reward, transfer, suspend, promote, discharge and handle disciplinary processes/grievances as necessary
- Conduct performance reviews, make recommendations. o Approve/deny time and absence requests as appropriate
- Enforce HIPAA compliance, University of Minnesota policies and procedures
- Facilitate and support staff participation in professional development, educational opportunities, workshops and/or seminars as appropriate
Patient Care Services (20%)
- Patient Conflict Resolution
  - Mediate, resolve, and follow through on patient concerns on behalf of the School
  - Respond to patient concerns in-person, via phone or departmental email; coordinate and communicate resolution with Associate Dean, faculty and/or students
  - Manage/respond to patient fails; document in electronic health record
  - Process/communicate financial adjustments to patient accounts as necessary
- Provide backup for team members as needed and other special projects as assigned.
- Arrange in-person language/translation needs with one of several outside agencies; assure details are documented within the electronic health record and communicated to appropriate faculty/staff/students.
Other duties as assigned (5%)
- Serve on and/or provide administrative or other support for Department, School and University-wide committees and groups, as appropriate.
- Continue professional development through attendance of courses, workshops, seminars and other meetings.

A successful candidate must work well with many different types of personalities and be able to maintain a strong team of diverse patient care professionals.

Required Qualifications (Please document all required qualifications on application materials):

BA/BS with at least 2 years of experience leading a team or related education and work experience to equal 6 years
Excellent interpersonal and customer service skills
Ability to communicate effectively with diverse populations

Desired qualifications:

Experience in a dental or medical setting
Familiarity with electronic health software
Call center management experience

Internal Number: 366920

About University of Minnesota Twin Cities

The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.

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Patient Experience Supervisor

University of Minnesota Twin Cities

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