Clinical Central Support Services Supervisor: Tulsa Campus

Updated: 14 days ago

Clinical Central Support Services Supervisor: Tulsa Campus - 
Job Number:
 202268 
Organization
: OU HSC
Job Location
: Oklahoma-Tulsa
Schedule
: Full-time
Work Schedule: Monday - Friday 8:00 a.m. to 5:00 p.m.
Salary Range: Commensurate with experience
Benefits Provided: Yes 
Required Attachments: Resume, Cover Letter 

Job Description

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JOB TITLE:    Clinical Central Support Services Supervisor

POSITION INFORMATION:  OU Physicians-Tulsa seeks an experienced supervisor for Central Support Services which includes the clinic call center, float pool and employee health. The successful candidate will have strong organizational skills, be a team player who uses a collaborative and strategic approach to solve problems and has demonstrated strong people skills. The supervisor is responsible for supervision of clinical support staff (LPNs, and patient service representatives) ensuring the smooth daily flow of the central support services while promoting the overall organizational goals.  The incumbent will participate in the development of organizational processes and procedures and is responsible for the implementation and monitoring of these to ensure the service area is operating within expectations and performance goals are met or exceeded.

This position reports to the Executive Director for Clinical Operations.

REPRESENTATIVE DUTIES:

 

  • Supervision.  Oversees the daily operation of the call center, float pool and employee health.  Supervises the staff, to include but not limited to hiring, training, performance evaluations, recommending merit increases, consulting with clinic managers to determine staff needs, reviewing and processing timesheets and leave requests.
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  • Liaison.  Liaison between the Central Support Services and the clinics it serves.  Informs clinics of any updates regarding any changes, expectations, or needs that the Central Support Services is providing or may provide.
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  • Data Analysis.  Reviews, abstracts, collects, and analyzes data for presentation to management.  Evaluates findings and recommends improvements and cost reduction opportunities.
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  • Projects.  Coordinates departmental project tasks and assignments.  Develops project objective, plans, and schedules.  Implements quality control measures to support the overall achievement of the project objectives.
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  • Software System.  Manages the software system to better fulfill the expectations of the clinics to include but not limited to providing reports, monitoring and adjusting skill sets, thresholds, and wait time, and monitoring real time phone calls.
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  • Policies and Procedures.  Works closely with clinic management to prioritize business needs, clinic processes, policies, workflows and procedures.  May participate in budget creation, preparation, and expense management.
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  • Referrals.  Manages, triages, and refers calls to the clinics or other providers.  Assists with calls when experiencing high call volume. 
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  • Complaints.  Manages complaints from all sources including patients, staff, and physicians.  Serves as liaison between physicians and patients. 
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  • Meetings.  Conducts meetings to advise staff of upcoming changes and new developments.  Provides an opportunity for the staff to bring concerns to the supervisor.  Attends conferences and meetings.   
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         10.   As Needed.  Performs various duties as needed to successfully fulfill the function of the position.

     

    Job Requirements

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    Education:  Bachelor’s degree in Business, Nursing, or closely related field. Will accept 48 months related experience in lieu of the Bachelor’s Degree.  

    Experience: Additionally, you must have 48 months professional-level business management/administration-related experience, healthcare administration/management or nursing experience. The required experience must include at least 24 months experience in a call center environment and 12 months in a lead/supervisory role.

    Required Knowledge, Skills and Abilities:

    Exceptional interpersonal skills 

    Exceptional organizational skills, ability to manage multiple projects at once

    Strong attention to detail
    Strong analytic and critical thinking skills
    Ability to work independently and as part of a team
    Exceptional written and oral communication skills with the ability to communicate clearly and concisely
    Strong ability to use discretion in protecting confidential information and seeking guidance when needed
    Ability to quickly and effectively learn new software and technologies
    Ability to “think outside the box” to solve problems while working within policies and procedures of a large healthcare organization
    Proficient in Microsoft Outlook, Word,and  Excel

    Advertised Physical Requirements:   

    Standard administrative environment and exposure, including keyboarding and answering multi-line telephone.  Up to 20% of this position will require mobility (moving from one room or building to another; etc.)

     

     

     
    Hiring contingent upon a Background Check?- Yes
    Special Indications: None 
    Job Posting
    : Sep 3, 2020


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