Supervisor, Patient Services Representative

Job Locations US-MI-Kalamazoo
Req No.
2018-2309
Category
Operations
Type
Regular Full-Time

Overview

ABOUT CONCERTO HEALTH

ConcertoHealth Inc. is the leading provider of specialized primary care and supporting clinical services for complex, frail, elderly, and dual-eligible patients. Operating exclusively in value-based agreements, ConcertoHealth provides high-touch, individualized care for patients, and deploys wraparound clinical resources to extend the reach of primary care practices. This comprehensive medical management solution, elevated by Concerto’s proprietary population health technology, improves overall healthcare quality and patient outcomes, benefitting payers and their provider networks.

 

Concerto delivers comprehensive care to Medicare, Medicaid, and complex-needs patients. The Concerto name reflects our unique approach to healthcare. It’s about how we work in concert with patients, providers, and health plans. Our approach focuses on bringing harmony across the spectrum of a patient’s care, health, and dignity.

The company is headquartered in Aliso Viejo, Ca. For more information, please visit: www.concertohealth.com

JOB SUMMARY

The Supervisor, Patient Services Representatives (PSR), is responsible for overseeing the daily operations of patient services representatives(PSR), as assigned, to ensure that employees are providing appropriate non-clinical support activities to members. The Supervisor will provide mentoring, training, and assist with performance appraisals for all his/her direct reports and will delegate work assignments. The Supervisor will monitor the quality of work performed and the productivity of his/her direct reports.

The Supervisor, PSR will keep the Manager, Patient Care Coordinators appraised of any program challenges or needs to facilitate timely resolution. In the event the Manager is absent, the Supervisor, PSR will notify the Director Care Management of needs.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Supervise/Mentor Patient Service Representative(s)
  • Maintain confidentiality of client information as required by State and Federal laws, regulations and professional practice standards
  • Participate in and maintain all training certification as required.
  • Participate in staff meetings and training activities
  • Contributes ideas and recommendations to leadership about improving daily operations within the department.
  • Oversees PSR daily activities, monitoring quality and productivity, and promoting compliance.
  • Works collaboratively with all leaders to support business operations and contractual obligations.
  • Conducts performance appraisals as well as completes time and attendance for assigned team members
  • Provides ongoing training, and support to Patient Service representatives
  • Assist in identifying needs for process improvement and communicates opportunities and potential solutions to leadership
  • Serve as a member of the leadership team and leads by example
  • Collaborates with other departments to meet company goals
  • Interviews, hires and leads all performance management activities up to and including termination of employees as necessary while partnering with Manager, PCC and the Human Resources Department.
  • Initiates and/or participates in the development of all job aids, and workflows assigned or deemed appropriate for daily business operations Supports company initiatives and keeps Manager, PCC informed of departmental issues
  • Perform ad hoc assignments as assigned

 

Other Duties and Responsibilities May Include but are not limited to:

Running, filtering and utilization of various reports

Validation and distribution of reports specific PSRs

Maintain accurate tracking and reporting for needed quality measures

Qualifications

No professional license is required for this position.

  • One to three years of experience in a healthcare or leadership environment, preferred
  • Call Center experience preferred
  • Experience with populations similar to the Medicare/Medicaid Enrollee population, including community-based and facility-based people with medical, LTSS and/or behavioral needs, preferred
  • Preferred – Minimum of Associates Degree in Business or Health Care Administration or leadership experience in lieu of degree

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