Telephonic Team Supervisor

Our Organization: Welcome to Arkos Health! We are a value-based healthcare company providing solutions for payors and providers by combining unique technology with in-home, virtual, and in-clinical care for patients.
Backed by a robust technology platform, innovative software, and a light human touch, Arkos Health is committed to delivering advanced and accessible community-based services allowing our clients to live healthier, more independent lives.
How do we do this? Arkos serves health plans and provider organizations by managing their highest-risk and highest-cost populations.
Our goal is to be the most valued partner to health plans, service providers, and the community we collectively serve.
How You'll Make a Difference: Arkos Health is seeking a Telephonic Team Supervisor.
The Telephonic Team supervisor reports directly to the Clinical Services Director in collaboration with the Director of Quality.
This position ensures adherence to all standards and expectations of the Telephonic team, made up of: Care Service Coordinators (CSC), Quality Schedulers (QS) and Patient Outreach Schedulers.
Essential Duties and Responsibilities: Provide daily, in-person guidance through clinical leadership to the CSCs, Schedulers, and QS Maintain and ensure the successful process flow of all telephonic duties Provide appropriate orientation and onboarding for new telephonic staff Develop, apply, and monitor ongoing competencies, training, and employee growth Assist and resolve any issues with patients, staff, etc.
in a professional and timely manner Demonstrate skills and abilities of all telephonic roles, including the ability to be an active telephonic staff member taking/receiving calls Conducts performance evaluations with Director and formulates disciplinary action plans as appropriate.
Monitors and coaches staff to improve performance and employee output Work closely with Directors and Human Resources to resolve any issues or concerns regarding staff performance Reviews timecards and attendance Monitors and maintains telephonic productivity Prepare and investigate any quality issues or complaints involving the telephonic teams.
Submit to Director of Clinical Services or Director of Quality Maintain a strong teamwork philosophy and willingness to proactively accept change Be able to maintain necessary metrics of performance for individual employees, as well as the team.
Be able to analyze those metrics and develop quality improvement projects to promote excellence and efficiency Serve as a key partner in leading team huddles and meetings, promoting positivity, professionalism and mentorship Complete all other duties as assigned Qualifications and Skills: High school diploma or GED required MA, CNA or former medical office experience preferred Previous customer service experience preferred Knowledge of medical terminology and patient care preferred Language & Communication Skills: Must be fluent in both spoken and written English and maintain professionalism in all verbal and written correspondence with both internal and external clients Decision Making: Makes appropriate decisions for clinical team issues, necessary performance counseling and appropriately request assistance from Supervisory team when necessary Computer Skills: Able to utilize necessary programs to ensure effective communication and collection of required member chart data; including but not limited to: Microsoft products, Carepointe, and other software as necessary Problem Solving: Must maintain leadership-level Clinical problem-solving skills, with the ability to operate independently and provide necessary clinical guidance to field-based clinical teams Benefits: Employer-paid Medical premiums at no cost to you Employer-paid Dental premiums at no cost to you Employer-paid Vision premiums at no cost to you Employer-paid Short-Term Disabilitypremiums at no cost to you Employer-paid Life Insurance premiums at no cost to you Employer matching 401(k) 15 days annual combined sick/vacation and 9 days of holiday during your first year Your Birthday off! Must complete our Culture Index Survey.
Take the assessment at https://go.
cultureindex.
com/s/bg3VS0H2kF.
This is not a pass/fail test and does not measure intelligence.
Arkos Health EEO Statement: We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Arkos Health is a drug-free workplace.
All job applicants selected for employment are required to submit to a pre-employment drug test and background check.