As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
Provide coordination and supervision of Referral Services team to maximize quality of service. This includes monitoring, evaluating and coaching referral representatives. Responsible for referral services representativesâ�� productivity in achieving Call Center standards such as service level, work time, calls handled per day and customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
Work as liaison with the Account executives and Referral Services department in an effort to maintain uniformity.
Direct supervision of representatives to include motivation and quality monitoring and coaching.
Completes 90-day evaluation of Referral Advisors.
Continuously striving to increase percentage of team members receiving bonus by encouraging and providing the necessary tools to improve quality and production.
Develops and implements contests, games or other motivational activities for the team members.
Direct supervision of team members to include immediate disciplinary documentation of poor attendance, quality or overall performance.
Supervision by walking the Call Center floor. Always monitoring and helping team members in their area.
Facilitates meeting with other team leaders or one-on-one with representatives to keep department abreast of program changes.
Will handle any and all escalated calls immediately.
Will work additional hours and/or different shifts, including weekends, when business needs arise.
Works closely with Manager of Referral Services to meet goals of referral services department including but not limited to service level.
Assists in interviewing potential referral services candidates and adheres to present interview questions and guidelines.
Assists in scheduling and payroll time reporting issues when needed.
Responsible for three-month evaluation and annual evaluation of team members and any follow-up or corrective actions needed.
Responsible for project management to include organization and delegation of projects in order to stay within given deadline.
Utilizes and maintains proper channel of communication.
Supports continuous tele-service process improvement efforts.
Protects confidentiality of all information.
Establishes collaborative relationships and communicates effectively both verbally and by phone with all level of Conifer Patient Communication team members and hospitals.
Demonstrates flexibility and a positive personal attitude toward department and company.
Provides phone coverage during peak call volume (determined by Aspect Yellow & Red phone indicators).
Responsible for completing and updating monthly team member tracking forms, call evaluation forms and monthly reports.
May be responsible for group new hire and ongoing training initiatives for team members.
This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Direct Reports (titles) Physician Referral Representatives
Indirect Reports (titles) N/A
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Proficiency in computer skills
Excellent communication skills (written and verbal)
Strong Interpersonal skills and experience
Project or Team Management experience
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience required to perform the job.
Bachelorâ��s degree or two years college training desired
Medical industry knowledge is a plus
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in sitting position, use computer and answer telephone.
Required to use fine motor skills (typing/data entry), and reach with hands and arms.
Must be able to lift up to 25 lbs
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Subject to varying and unpredictable situations, many interruptions, multiple calls and inquiries, and change.
May be required to work long hours and holidays.
Job: Conifer Health Solutions
Primary Location: Saint Petersburg, Florida
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 2105010483
About Conifer Health Solutions
Tenet Healthcare Corporation (NYSE: THC) is a diversified healthcare services company headquartered in Dallas with 112,000 employees. Through an expansive care network that includes United Surgical Partners International, we operate 65 hospitals and approximately 510 other healthcare facilities, including surgical hospitals, ambulatory surgery centers, urgent care and imaging centers and other care sites and clinics. We also operate Conifer Health Solutions, which provides revenue cycle management and value-based care services to hospitals, health systems, physician practices, employers and other clients. Across the Tenet enterprise, we are united by our mission to deliver quality, compassionate care in the communities we serve.