Provider Service Manager

Company: Envision Healthcare
Location: Fort Lauderdale
Posted on: August 7, 2022

Job Description:

OverviewProvider Service ManagerEnvision HealthcareRemote Position -Envision Healthcare is a leading national medical group focused on delivering high quality care to patients when and where they need it most. More than 30,000 clinicians and clinical support teammates call Envision home. We welcome teammates of every background and work in communities that reflect the racial, ethnic, gender, sexual orientation, and economic diversity of our country. -Through Envision Physician Services and AMSURG, our clinician-led organization is changing the face of healthcare by delivering high-quality care that puts the patient first.Envisions core values drive continual advancement and ingenuity across the enterprise:

• Be Curious-embrace learning, seek out diversity of thought, listen openly, ask questions, and ask for feedback
• Instill Trust-have the hard conversation, presume good intent, honor commitments, and do the right thing for patients and each other
• Pursue Extraordinary-challenge the status quo, champion change, innovate and constantly aim higher
• Care Deeply-serve patients, partners, communities, and each other with empathy, compassion, and respect
• Embrace Teamwork-work cross-functionally, break down walls, develop others, be inclusive and unite to improve patient health
• Inspire Joy-seek fulfillment and the joy of medicine, appreciate others, celebrate wins, and promote wellness and belongingBenefitsWe offer you an outstanding total compensation package, and a variety of health and welfare benefit options to help protect your health and promote your wellbeing. The benefits package includes: medical, dental and vision, life & disability, 401k, HSA, Flexible Spending and an Employee Assistance Program.If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career. -We currently have an exciting opportunity available for an experienced Provider Service Manager!ResponsibilitiesThe Provider Service Manager is responsible for the development, implementation, and ongoing management of the clinical service desk team and process. The incumbent builds a team to support this function, providing leadership and support to the team as well as coaching for improved performance. The incumbent oversees the implementation and operational workflow of administrative practices and procedures both within the team and cross functionally with participating teams. The incumbent cultivates a superior level of customer service. -Process Management:
  • Identifies gaps in process and implements solutions.
  • Routinely uses metrics and feedback for continuous improvement of business processes.
  • Manages ticket distribution, workflow, and resolution with daily review of tickets and metrics.
  • Provides project management for process redesign, implementation, and enhancement.
  • Creates and updates SOPs, workflows, email scripts, and training materials.
  • Responsible for all internal and external communications.
  • Works cross functionally with leaders of participating departments to ensure they are providing adequate support.
  • Leads regular and adhoc meetings.Tracks performance with reporting and analytics. Measures success based on key performance indicators.
  • Monitors and manages demand capacity planning for team resources.Issue Resolution:
    • Identifies and facilitates solutions to systemic issues across departments.
    • Manages the resolution of highly complex and escalated issues and situations; makes final determination on these issues and acts appropriately.
    • Develops and ensures effective escalation process to ensure inquiries reach resolution.People Management:
      • Interviews and hires new team members.
      • Develops and evaluates team, providing effective staff development opportunities.
      • Identifies areas for improvement, coaching and performance managing when necessary.
      • Ensures Standard Operating Procedures (SOPs) and guidelines (e.g. call guides) are well documented and effectively used by the team.Customer Service:
        • Monitors customer satisfaction and addresses issues of dissatisfaction for quick resolution.
        • Establishes a metrics-driven and concierge level customer focused culture within the team.
        • Champions the use of case management to log case, monitor case and escalate inquiries.
        • Serves as subject matter expert on customer service practices and systems.Qualifications
          • Decision making skills ability to manage new situations and make judgement calls.
          • Experience in managing a team of three or more employees.
          • Experience building or managing a customer service process and team.
          • Experience in project management, planning, execution, monitoring, and controlling.
          • Ability to develop and continuously improve processes and procedures.
          • Organized and detail oriented with excellent follow through abilities.
          • Analytical and mathematical capabilities to understand and calculate complex payroll structures.
          • Problem solving skills and ability to use multiple data sources and inputs to identify issues and determine solutions.
          • Possesses exceptional customer service skills.
          • Strong collaboration and teamwork skills. Demonstrated ability to lead in a collaborative environment, build consensus and promote the exchange of information among team members.
          • Excellent written, oral, presentation, facilitation, and interpersonal communication skills.
          • Ability to identify trends, patterns, issues and propose solutions.
          • Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities.
          • Ability to distill complex information in a concise and clear manner.
          • Strong attention to detail and low error rate.
          • Flexible, high achiever with ability to learn quickly.
          • Ability to retain and follow complex processes.
          • Ability to review convoluted questions, scenarios with missing information, and long email chains and be able to determine simplified next steps to solve a problem.Education/Experience:
            • Bachelor's Degree from a four-year accredited College or University.
            • 5+ years' experience as detailed above.
            • 5+ years managing a customer service team.
            • Demonstrated expertise using Microsoft Office Suite, i.e., Excel and its advanced functionality, Word, Outlook, PowerPoint.
            • Demonstrated expertise in customer service ticket management systems.
            • Technical experience that is preferred but not required:
              • Smartsheets
              • Systems and technology that support compensation and payroll processes If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package. Envision Healthcare uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Envision Healthcare is an Equal Opportunity Employer.#LI-JC1#LI-remote

Keywords: Envision Healthcare, Fort Lauderdale , Provider Service Manager, Executive , Fort Lauderdale, Florida