Patient Access Registration Supervisor - Cincinnati Children's : Job Details

Job DescriptionAt Cincinnati Children's, we come to work with one goal: to make children's health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children's.Cincinnati Children's Hospital Has Been Named:

• Consistently recognized by U.S. News & World Report as a top 10 children's hospital in the nation
• One of four Medical Centers making the list of the 2022 Glassdoor Best Places to Work
• A Top Hospital and Health System for Diversity recognized by DiversityInc
• One of the nation's most innovative companies by Fortune in March 2023
• An LGBTQ+ Healthcare Equality Top Performer in 2022 by The Human Rights Campaign (HRC)

JOB RESPONSIBILITIES

• Staff Management - Select, develop, motivate, counsel and discipline reporting staff. Regular coaching to enhance the growth and development of department staff. Maintains accurate personnel files and documents all performance issues and discussions including performance management process. Ensure orientation, in-service training and continuing education is provided to achieve the desired level of performance. Processes payroll for staff with accuracy and in a timely manner.
• Operations Management - Manage the day-to-day operations, utilizing staff in the most efficient manner possible. Ensure adequate staffing and resources are used to deliver services for a 24/7 operation. Ensure departmental goals for call answer time, customer service; quality and productivity goals are met or surpassed. Analyze and evaluate department call volume and procedures offering recommendations for improvements. Actively participate in determining department goals.
• Customer Service - Ensures staff provides outstanding customer service and satisfies caller's request each and every time. Manages the survey requirements for assigned divisions and ensures team meets departmental goals for customer service. Build and maintain constructive/effective relationships with all internal and external customers.
• Communication - Create and disseminate weekly, monthly and quarterly reports for department productivity and weekly CSR statistics for the switchboard, PPL and answer services. Create monthly team productivity reports and other required communications. Act as a liaison between the department and other CCHMC divisions.
• Problem Resolution - Identify trends, determine root cause and provide resolution to completion in a timely manner. Manage complex issues, provide resolutions and make critical decisions. Work with IS, IT and software vendor to resolve system and telephone issues.
• Quality - Responsible for ensuring the quality, quantity and accuracy of the work completed by the CSRs.

JOB QUALIFICATIONS

• Bachelor degree or equivalent combination of education and experience
• 1+ years of professional experience
• Preferred: 2+ years experience with call center operations management, including supervisory experience

Market Leading Benefits Including*:

• Shift Differential, Weekend Differential, and Weekend Option Pay Programs
• Medical coverage starting day 1 of employment. View employee benefits here.
• Competitive retirement plans
• Tuition reimbursement for continuing education
• Expansive employee discount programs through our many community partners
• Referral bonus program for current staff!
• Support through Employee Resource Groups such as African American Professionals Advisory Council, Asian Cultural and Professional Group, EQUAL - LGBTQA Resource Group, Juntos - Hispanic/Latin Resource Group, Veterans and Military Family Advocacy Network, and Young Professionals (YP) Resource Group
• Physical and mental health wellness programs
• Relocation assistance packages available for nurses!

*Benefits may vary based on FTE Status and Position TypePrimary LocationAnderson OutpatientScheduleFull timeShiftDay (United States of America)DepartmentAnderson Access ServicesEmployee StatusRegularFTE1Weekly Hours40Salary Range$52,104.00 - $63,960.00Comprehensive job description provided upon request.Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/AA/M/F/Veteran/Disability.