Job Information

Providence Supervisor Customer Care in Portland, Oregon

Description:

Providence St. Joseph Health is calling a Supervisor Customer Care to our location in Portland, Oregon.

We are seeking a Supervisor of Customer Care who will ensure that service delivery, performance standards, and financial targets are met or exceeded. This includes the following responsibilities:

  • Walking the floor, identifying and escalating major issues and service failures that impede success.

  • Running the daily operation in a positive, proactive and consistent way so that team members work together to achieve results.

  • Help ensure the protection of Providence Health and Services Revenue Cycle customers through both individual and team compliance with regulatory, legal and audit standards.

The functions described in this position description carry out the Mission, Vision, and Core Values of Providence Health and Services (PH&S) by ensuring that all healthcare services provided at the facility are billed and paid both accurately and timely. These functions are performed in accordance with applicable laws and regulations, and Providence Health and Services policies and procedures.

In this position you will have the following responsibilities:

  • Supervise daily operations to ensure service level agreements as well as quality, efficiency, and financial performance metrics are achieved or exceeded.

  • Ensure real time quality assurance by walking the floor, assisting leads with problem resolution and escalating recurring problems or complex issues.

  • Oversees operational work within the customer service contact center team ensuring PH&S patients have a positive customer experience.

  • Coordinate with the Workforce Analyst to identify and resolve schedule adherence and staffing issues.

  • Create and monitor individual action plans for performance development.

  • Promote and instill in the staff: accountability and responsibility for quality and results.

  • Identify and provide solutions for employee performance issues.

  • Foster communication and team building by leading activities for team meetings and weekly stand-up meetings.

  • Develop and implement a schedule for side by side coaching and promote a learning environment where the focus is on customer experience.

  • Implement and maintain best-practice methods of employee communication.

  • Follow-up on Administration level complaints as necessary across regions.

  • Collaborate with the training partners in overall service delivery performance and results including impacts and overlaps with other functional areas within Providence Health and Services Revenue Cycle.

  • Maintain confidentiality of all patient demographic, medical, and financial information. Maintain confidentiality of all Providence Health and Services Revenue Cycle and client information. Ensure proper handling and disposal of confidential documents and adherence to all HIPAA rules and regulations.

  • Comply with all applicable Federal, State, and local laws, regulations, and requirements as well as Providence Health and Services policies and procedures in all aspects of job performance.

  • Conduct annual performance reviews to assess individual contributions to the organization.

  • Conduct monthly one on one touch base sessions to discuss performance results and solicit employee feedback.

  • Participate in the interview process to ensure department is adequately staffed according to budget and workload requirements.

  • Comply with all applicable Federal, State, and local laws, regulations, and requirements as well as Providence Health and Services policies and procedures in all aspects of job performance.

KEY METRICS:

  • PH&S Customer Support policies and procedures are applied correctly and wisely.

  • Customer Support standards are met.

  • Work performance standards and account resolution targets are met.

Qualifications:

Required qualifications:

  • 5 years Customer service experience.

  • A track record in organizing and planning with demonstrated ability to effectively manage time and achieve results in a fast paced environment.

Preferred qualifications

  • Bachelor's Degree and/or minimum of 2 years supervisory/management background in a Customer Service Contact Center environment.

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About the department you will serve.

One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence Health & Services (PH&S) in revenue cycle systems and structures in support of our ministries and operations in all regions from Alaska to California. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.

We offer a full comprehensive range of benefits — see our website for details —http://www.providenceiscalling.jobs/rewards-benefits

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

https://www.providenceiscalling.jobs/rewards-benefits/

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Project & Program Management (Non-Clinical)

Location: Oregon-Portland

Req ID: 366035