Patient Care Coordinator Supervisor

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Geriatric Care Program focused on the quality of care of the frail, poly-chronic, and elderly Medicare Advantage patients.  This population is typically underserved and very challenged with access to overall health care.   To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care.  WellBe’s Care Model is to provide our members the entire continuum of care from chronic to urgent care in the home, hospital, skilled nursing facility, assisted living, palliative care, and to end of life care.  WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Supervisor of Patient Care Opertions is a professional charged with coaching, mentoring, training, motivating and performance managing their assigned team of Patient Care Team on a daily basis. Additionally, will be responsible on how to use along with their team; the daily operating systems/tools, familiar and adhere to company policies and procedures, address questions/complaints (team and members), and drive change management. Also assist in hiring new employees while monitoring their team's success on an ongoing basis. Supervisors will also need to assist with guiding their team as it relates to quality assurance, keeping tallies of scheduled visits and pulling call lists.  

SKILLS & COMPETENCIES

• Promote, lead by example, and ensure your team exemplifies the WellBe mission, vision and culture 

• Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development 

• Directly handle, respond, resolve and escalate, as necessary, all complaints to the appropriate parties in a timely manner 

• Oversees the daily operations of the assigned site(s) including the management of reception functions- scheduling patient appointments, facilitating the referral process, insurance verification, medical records administration and compliance with all billing protocols 

• Oversight of all operational staff related activities 

• Determines staffing levels based on patient care needs, patient flow, procedures scheduled, staff skills mix, clinic needs, customer satisfaction and productivity benchmarks 

• Develops a staffing schedule for provision of care within the budget established for the practice 

• Monitors and manages telephone systems and staff response times 

• Supports and executes policies and procedures 

• Review, respond and help resolve complex issues and questions related to the position and team 

• Educate and train team members regarding proper system utilization, day-to-day operations, program information, and compliance to company, state and federal requirements  

• Identify, analyze and advise management on work-flow issues, performance trends and provide recommended solutions 

• Daily review and interpretation of production-related systems, performance and reports applicable to the Supervisory level with corresponding recommended actions to take based on related information   

• Develop, implement and maintain materials and programs ensuring production and quality standards are met 

• Effectively work and communicate within and cross departmentally  

• Other tasks needed to accomplish team’s objectives/goals 

QUALIFICATIONS

Educational Requirements:  

• HS Diploma or equivalent 

• Preferred 2-year college degree  

Experience Requirements:  

• Proven leadership experience (3+ years) OR 

• Demonstrated WellBe experience (2+ years) leading initiatives and pilots, showcasing key leadership characteristics, such as strategic thinking, collaboration, problem-solving, and emotional intelligence OR 

• Completed the PCO Advanced certification Program (*an internal WellBe certificate program), with proficiency in role responsibility, change management, and team leadership 

Preferred Skills 

• Prior experience in the healthcare industry is highly desirable 

• Proficiency in Microsoft Office suite, including, Excel, PowerPoint, and Outlook 

Travel requirements:  

• Travel may be required up to 25% locally or nationally  

Work Conditions:   

• Standard office work conditions of sitting at desk and using electronic devices for long periods of time 

• Office temperatures may vary 

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.