Supervisor Contact Center

Supervise 6 staff members

Full Time- No Evenings- No Weekends- No Holidays

Join our team as a Medical Records/Contact Center Supervisor! In this vital role, you'll oversee the daily operations of our contact center, managing a team of 6, both medical records and call center staff to ensure smooth and efficient functioning. You'll be responsible for maintaining the completeness, accuracy, and confidentiality of medical records, phone calls, and phone notes, all while adhering to department policies and procedures. Your leadership will be crucial in guiding staff through handling incoming calls, assessing caller needs, scheduling and rescheduling appointments, and directing inquiries to the appropriate personnel. You'll also coordinate appointment changes based on patient and caller needs, ensuring clinic personnel are promptly informed. We are looking for someone who sets and maintains high standards for excellent customer service. Additionally, you'll support the US Oncology Compliance Program, upholding the Code of Ethics and Business Standards to ensure our operations remain ethical and compliant. If you're ready to lead with integrity and drive excellence, apply now!

• Plans, coordinates, and supervises contact center staff.
• Supervises and trains/orients assigned personnel.
• Assigns work, arranges for coverage, and oversees daily operations.
• Reviews staff performance and recommends merit increases, promotions, and disciplinary actions.
• Assists with data collection, reporting, and compilation of statistical data.
• Responds to requests from physicians, administration, practice, and medical staff regarding Call Center procedures and personnel.
• Develops and updates department policies and procedures to ensure the integrity of charts; ensures that all department activities meet quality and legal standards.
• Monitors the production standards for the department.
• Performs various medical record duties, ensuring all facets of the department are operating according to schedule, assisting when necessary.
• Checks medical records email for messages and assigns tasks to the appropriate person as required.
• Monitors scanning and attaching medical records.
• Uses reference materials appropriately and efficiently to facilitate the accuracy, clarity, and completeness of reports.
• Formats reports according to established guidelines.
• Demonstrates an understanding of the medicolegal implications and responsibilities related to patient records to protect the patient and the clinic/corporation.
• Understands and complies with HIPAA Compliance policies and procedures related to medicolegal matters, including confidentiality, amendment of medical records, release of information, patient rights, medical records as legal evidence, informed consent, etc.
• Recognizes and reports unusual circumstances and/or information with possible risk factors to the supervisor.
• Ensure New Patient referrals are received and registered timely and correctly.
• Ensure New Patients have the first appointment scheduled and all requested documents are attached.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required.
• Graduate from an accredited program in medical record administration preferred.
• Previous experience in management and supervision of a medical records department preferred.
• Minimum five years of medical records experience in a medical office or hospital setting.
• RHIT or RRA certification preferred.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier and other office equipment. Requires ability to extend wrists/arms for up to eight hours per day. Substantial repetitive motion of wrists, hands and fingers. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts, and receiving information from dictation equipment. It is necessary to view and type on computer screens for prolonged periods of time.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff and physicians.