Behavioral Health Call Center Supervisor

Advocate Aurora Health - Aurora, IL

Full-time

Aurora, IL

Hospitals

About the position

The position involves supervising the day-to-day activities of clerical, administrative, and patient service functions to ensure a high level of productivity. The role includes providing ample staffing and coverage within areas of responsibility, monitoring staff interactions and documentation for quality assurance, and ensuring accurate compilation of provider schedules and patient registration information. The supervisor will support the planning, organizing, development, and implementation of system changes and process improvements, while also monitoring quality and patient satisfaction data. The role requires collaboration with clinical leadership and other site management to provide pertinent information for patient registration, scheduling, and insurance verification. Additionally, the supervisor will perform human resources responsibilities for staff, including coaching, performance reviews, and recommendations for hiring and promotions.

Responsibilities

• Supervises the day-to-day activities of clerical, administrative, and patient service functions to ensure a high level of productivity.
• Ensures accurate compilation of provider schedules and patient registration information.
• Monitors staff interactions and documentation for quality assurance.
• Supports the planning, organizing, development, and implementation of system changes and process improvements.
• Serves as a resource for staff in resolving complex patient questions and concerns.
• Ensures caregiver competency and accuracy in direct patient contact.
• Develops, updates, and implements policies and procedures for efficient operations.
• Collaborates with clinical leadership and other site management for patient registration and scheduling.
• Resolves patient and internal/external customer complaints and issues.
• Represents the department at intradepartmental meetings and functions.
• Performs human resources responsibilities for staff including coaching and performance reviews.
• Ensures compliance with the organization's Code of Ethical Conduct.

Requirements

• High School Graduate.
• Typically requires 3 years of experience in providing customer service for a large or multi-site physician practice.
• Experience in automated patient registration, physician referral processes, and third-party insurance guidelines.

Nice-to-haves

• Demonstrated leadership skills such as delegation, team building, managing multiple priorities, problem solving, and decision making.
• Excellent communication (written and verbal), customer service, and interpersonal skills.
• Excellent organization, customer service, and human relations skills.
• Intermediate computer skills including experience in using Microsoft Office or similar applications.