Appointment Center Supervisor Job

Bloomington, MN, 55420
Apr 17, 2012
Apr 18, 2012
Employment Status
Full Time
Appointment Center Supervisor

Job ID:: 23424
Department:: Appointment Center
City:: Bloomington, MN
Location:: HP - Bloomington 8170 Office Bldg
Position Type:: Full-Time
Anticipated Work Schedule:: Monday to Friday business hours
Hrs/Pay Period:: 80

Job Description::

The culture at HealthPartners is one of ownership, pride, service and most importantly, partnership. That spirit of partnership among employees, patients and the community helped us to earn a place on the Minneapolis/St. Paul Business Journal’s List of the Twin Cities Great Places to Work. Join us for a career that offers respect, support and encouragement. You’ll stay for the power of partnership.

Our continued growth has created an opportunity for an Appointment Center Supervisor. This provide
supervision for the Appointment Center Call Center staff, in teams ranging from 18-30 staff members. Responsible for monitoring both service quality and efficiency of department staff and ensuring that department and organizational performance standards are met. Act as the department liaison with clinic supervisors and physicians, promoting effective and timely communications between our sites and ensuring high satisfaction levels for patients and providers with Call Center services.

Responsible for the accurate and timely scheduling and registration for HPMG & C members and patients, demonstrating significant knowledge of scheduling and registration guidelines, policies and procedures.

1. Responsible for day-to-day operations of the Center including staffing based on call volume forecasting, problem solving and responding to unanticipated events.
2. Recruit, hire, train and supervise Center staff and provide routine feedback on individual performance.
3. Coordinate staffing and workflow with supervisor peers in the department and in the clinics, anticipating where possible call volume variations, service levels, and training issues to ensure high levels of patient satisfaction. Develop and monitor productivity standards, service level standards, and other performance measures as appropriate. Recommend modifications and/or additions as appropriate.
4. Create high performance work teams through the use of performance measurement, individual goal setting, monitoring and evaluation of results. Serve as a catalyst for a harmonious work environment.
5. Maintain comprehensive knowledge of telecommunications systems and products which will support the operations of the Center and provide responsive, seamless and timely service to members and patients.
6. Maintain comprehensive knowledge of computer systems and applications that serve as a primary tool for department operations. Stay current on system enhancements and work with IS, Clinic Systems and management team to recommend changes/modifications where appropriate.
7. Provide regular reports for department management on service levels, productivity, patient satisfaction, and provider satisfaction. Identify opportunities for improvement and recommend changes as appropriate.
8. Develop and provide training programs that will ensure staff success and accuracy in registration and scheduling. Ensure that all staff are knowledgeable and skilled in customer service and provide on-going feedback and coaching to enhance those skills.
9. Participate with the management team in planning for space and workflow design, both short term and long term.
10. Demonstrate skill in planning, time management and organization of workload.
11. Demonstrate effective problem solving skills and recommend and/or implement solutions.
12. Represent the Center in meetings within the HPMG & C, corporate and external environment.
13. Demonstrate the ability to lead through change, being flexible and adaptable. Respond immediately where necessary to make adjustments in workflow and other operational issues.
• Bachelor’s degree or equivalent experience
• Minimum of two years experience working with health insurance, with good understanding of the industry and network arrangements
• Minimum of two years supervisory experience in a health care setting
• Demonstrated skill in problem solving, planning, organizing and time management
• Strong skills in both verbal and written communication
• Ability to work independently, use judgment in decision making, and meet deadlines, while participating as a team member in the Center management team

• Minimum of two years supervisory experience in an ambulatory care setting
• Familiarity with telecommunications systems, including ACD
• Familiarity with computerized scheduling and registration

HealthPartners, nationally acclaimed for providing outstanding patient care, offers a comprehensive benefits package. To see a complete job description and/or to apply for this position, please visit, click on job opportunities and search for Job ID # 23424.

Health is what we do. Partnership is how we do it.


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