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
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