Supervisor, Aftercare (Contact Center) - Summit Health : Job Details

About Our Company

We're a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

The Aftercare Clinical Supervisor is responsible for managing the day-to-day operations of our Aftercare Team which includes Inbound Patient Care Coordinators (PCC), Outbound PCCs, and Support Staff, while ensuring call center agent productivity and customer satisfaction goals are consistently met.

Description

* Supervise, hire, train, discipline, and evaluate the performance of staff. Ensures performance appraisals are completed in a timely manner.

* Prioritize, schedule, assign, and monitor work to optimize operational service. Provide Quality Assurance and reporting back to Aftercare Manager and/or Director.

* Evaluate and coordinate the workflow and activities of Patient Care Coordinators to meet the daily volume management target.

* Ability to multi-task and use multiple systems, including our electronic medical documentation system to provide medical information and patient support/follow up after their clinical visit.

* Addresses and resolves complex customer inquiries and issues. Triage specific in-depth inquiries to appropriate resource (clinical call center, billing call center, etc.).

* Liaison between Site Managers and Aftercare Team Members, handling any information that comes about directly related to our individual CityMD sites.

* Compiles and analyzes statistics related to call center activities and reports on trends. Determines potential causes and develops recommendations for process improvements.

* Assists Trainer in continuing education for all existing staff members as well as Clinicians for upcoming changes to systems and/or protocols.

* Ensures proper maintenance and integrity of conventional and computer-aided records and information.

* Builds and maintains productive intra-departmental work relationships to optimize operations.

* Maintains department supply and equipment inventory.

* Adhere to all HIPAA guidelines and policies.

* Performs related duties as required.

Qualifications

* High School Diploma or equivalent, required. Bachelor's Degree, preferred.

* Minimum of three (3) years progressively responsible, related customer service experience, required.

* Proficient in PC applications (Microsoft Excel, PowerPoint, Word). Ability to produce high quality reports, presentations, or other documents.

* Excellent customer relations communication and issue resolution skills required.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, or file a complaint at