Reports to: Senior Operations Manager
Position Overview:
The Supervisor, Student Mental Health and Counseling and Behavioral Health, provides day-to-day oversight of patient services portions of both service areas. This role is responsible for supervision of patient service representatives, ensuring that each patient’s experience is positive, and that patient flow and appointment scheduling are completed accurately and efficiently. The Supervisor oversees highly visible positions that have extensive patient contact — both in person and by telephone. This position appropriately prioritizes, sequences, and executes administrative tasks that include but are not limited to, managing the clinic’s master schedule, on-call schedule, after-hours protocols, provider and potential other staff requests for vacation and other time off requests, and onboarding logistics for new hires.
This role provides backup to the Senior Operations Manager as it relates to administrative project work or interaction with vendors and/or other external stakeholders. This position serves as a principal resource on all operational matters within Student Mental Health and Counseling and Behavioral Health and may act as a consultant to other service areas on cross-department operational matters.
Principal Duties and Responsibilities*
- Ensures that patient service staff members maintain the following workflow: Greet all patients and family members in a professional and courteous manner; verify all demographic and insurance information, making changes as necessary; keep updated proof of insurance records for each patient, collect copayments when needed, correctly log all transactions, and perform cash reconciliation to provide an accurate accounting of all funds.
- Serve as the subject matter expert of health insurance plans specifically focusing on those sponsored by MIT and Medicare. Maintain basic knowledge of medical terminology for self and is done by all staff.
- Oversee the management of both inbound and outbound phone calls, emails, and/or other standard patient inquires by ensuring that the answering, screening, and routing of inquiries are done appropriately as dictated by service area workflows.
- Make sure that the computerized patient appointment schedule is managed appropriately. Ensure that staff to safeguard PHI and that all HIPAA regulations are followed. Monitors daily schedules and patient flow to optimize resources.
- Writes or edits all template correspondence for patients and physicians, ensuring that all staff follow established protocols.
- Coordinates and distributes the evening/weekend on-call provider monthly schedule. Makes the schedule at least 90 days in advance and adjusts accordingly.
- Acts as the liaison to the Protocall (answering service) to ensure they have up-to-date schedules, informs them of changes with coverage, and contacts them to arrange additional coverage when needed.
- Assists, coordinates, and maintains departmental events and programs.
- Promotes diversity and inclusion; actively seeks diversity of thought. Creates a work environment which fosters excellence, sensitivity, and leadership.
- Ensures that staff training needs are met. Adheres to customer service standards to meet patient needs. Assigns work according to operational needs. Actively determines appropriate number, type and qualifications of staff required to meet patient care needs.
- Implements standards and development programs and makes adjustments when needed.
- Reviews and approves vacation requests and weekly timesheets.
- Develops and troubleshoots complex schedules, and anticipates impact on service workloads.
- Performs other job-related duties as assigned.
Minimum Required Education and Experience:
- Bachelor’s Degree or equivalent years of experience in healthcare, administration, business or other relevant discipline.
- Minimum of 3 years of relevant experience.
- Proven ability to coach and develop others.
- Self-directed and proactive. Able to make independent decisions and work with minimal direction, while keeping management informed and escalating issues when needed.
- Expert in customer service models and methodologies, and able to motivate others to provide excellent service.
- Ability to follow step-by-step procedural processes.
- Proficiency in Microsoft Office suite.