Supervisor Patient Services
At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.
The Supervisor Patient Services plays a vital role in ensuring the smooth and efficient operation of their assigned patient service team. This position is responsible for supervising, overseeing the day-to-day operations, and maintaining a high standard of customer service and patient satisfaction. The Supervisor Patient Services collaborates with various departments to optimize patient care and provides leadership and guidance to the team.
Responsibilities
Team Leadership:
- Provide leadership, guidance, coaching and support to an assigned team
- Set performance expectations, monitor progress, and provide a regular cadence of 1:1s to review successes, performance scorecard and provide feedback
- Foster a positive work environment that promotes teamwork, open communication, and continuous improvement
- Identify training needs, develop training programs, and ensure team members are equipped with the necessary skills to deliver exceptional patient service
Department Operations:
- Oversee the daily operations of the assigned team, ensuring smooth workflows and efficient processes
- Monitor key performance indicators (KPIs) to assess departmental performance and take appropriate actions to achieve targets and objectives
- Maintain and ensure documentation and OneNote tools are up to date
- Implement and enforce policies, procedures, and protocols related to patient services
- Identify opportunities for process improvement and implement effective solutions to enhance efficiency and patient satisfaction
- Jump in to support the team on heavy volume days
Customer Service and Patient Satisfaction:
- Maintain a strong focus on customer service excellence, ensuring that all patient interactions are handled with professionalism, empathy, and respect.
- Address patient concerns or complaints promptly and effectively, seeking resolution and taking necessary actions to prevent future issues
- Collaborate with other leaders and departments to improve patient experiences and coordinate seamless transitions of care
- Monitor patient satisfaction scores and implement initiatives to enhance patient satisfaction levels
Staff Development:
- Identify training needs and facilitate ongoing professional development opportunities for team members
- Provide coaching and mentoring to support the growth and career progression of individual team members
- Foster a culture of continuous learning and encourage the sharing of best practices among team members
- Develop meaningful goals and monitor progress. Write and deliver annual performance reviews
Collaboration and Communication:
- Collaborate with cross-functional teams to streamline processes and resolve issues
- Communicate effectively with team members, senior management, and other stakeholders to ensure the smooth flow of information
- Participate in meetings, trainings, and projects related to patient services and contribute to the implementation of strategic initiatives
- Maintain compliance with all appropriate regulatory requirements including HIPAA
- Other duties/projects as assigned
Qualifications
Education & Experience
Required:
- Bachelor's degree in healthcare administration, business administration, or equivalent experience may be considered
- 3+ years of patient/customer service experience within the healthcare, medical device and/or patient service arena
- Proven experience in a supervisory or leadership role within a healthcare or patient services setting
Preferred:
- Previous experience developing employees
- Previous experience leading through change
Knowledge & Skills
- Strong proficiency with Microsoft Office applications including Word, Excel, Teams and Outlook
- Able to build an inspiring team environment with an open communication culture
- Able to gain confidence and respect of colleagues through demonstrated expertise and cross-functional collaboration
- Ability to utilize data from metrics and key data points to drive department decisions
- Solid ability to proactively identify issues and efficiencies and propose solutions
- Strong presentation and training skills
- Strong knowledge of patient services operations, customer service principles and patient satisfaction metrics
- Excellent leadership, coaching, and team-building skills
- Exceptional communication skills both verbal and written with the ability to communicate effectively with all types of patients and employees
- Ability to handle sensitive and confidential information with discretion
- Strong problem-solving and decision-making abilities
Below is the starting salary or hourly range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.
US Pay Range
$61,500 - $86,205 USD
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