Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at ChristianaCare!

Christiana Care is looking for a full-time Satellite Site Office Supervisor to assist the Manager in ensuring efficient daily operation of the Access Center, ensuring adequate staffing and to provide supervision of the Patient Service Representatives. To serve as the PSR expert with advanced capability of performance expectations. To function as a PSR demonstrating dedication in all workflow process and behavioral expectations.

ChristianaCare is a nonprofit health system with a mission of service. We believe that the key to providing truly excellent health care is to partner with our patients and their families, building a system of care that is effective, affordable and valuable to everyone who is touched by it.

Principal duties and responsibilities:

Responsible for monitoring Practice Queues, including customer and patient satisfaction, personnel management, quality management

Responsible for proactively collaborating with Manager, Administrative and Practice Leadership on an ongoing basis, to ensure each party's needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume.

Knowledgeable in core non-clinical business processes and the work performed in various departments

Monitors workflow and call queues to ensure metrics are achieved; ability to prioritize and multi-task daily

Accountable for the team's performance in both statistical and quality metrics

Stays educated on all procedures and changing requirements for The Medical Group Practices; keeps team members advised of policy changes

Communicates effectively with other departments and management to resolve problems/expedite work

Maintains a high level of confidentiality

Quickly identifies performance or attendance issues and creates action plans to address

Values all team member contributions; provides support and recognition to ensure a hard-working and engaged team

Coordinate staff schedule, tracking staff time and attendance, supervises lunch/breaks advising manager consistently of any barriers to metrics

Provide daily supervision to and be available/ visible for staff questions and advice

Conduct daily/weekly huddles regarding performance to dashboards and client SLAs

Ensure staff is providing immediate service recovery using HEAT/AIDET

Perform daily/weekly Call Quality Audits in coordination with the Trainer and Manager

Complete monthly coaching sessions in a timely manner

Serves as a lead expertise and resource for Patient Service Representative

Responds accurately to a high volume of calls demonstrating exceptional customer service skills

Receives and responds to all incoming calls, scheduling, registration, phone notes, detailed documentation

Demonstrates sound judgment of escalating urgent calls

Interacts with patients, physicians and staff to provide accurate communication

Follows and enforces all CCHS policies and procedures

Hours: Day Shift

Education and experience requirements:

• High school diploma
• Certificate Program or bachelor's degree preferred
• 5-7 years prior call center, customer service, medical office related experience and supervisory skills required.
• Healthcare call center experience preferred.
• Computer and key boarding skill required

About ChristianaCare

ChristianaCare was recognized as one of "America's 100 Best Hospitals" by Healthgrades, selected as one of the Most Wired Hospitals in the US by the American Hospital Association, and ranked by US News & World Report as the #3 'Best Hospital' in the Philadelphia region out of more than 90 hospitals. To learn more click on this link https://www.youtube.com/watch?v=AZtpU0ib3t8

ChristianaCare Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.