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This supervisor role will oversee and manage the Virtual Medical Assistant team within Customer Navigation Center. This team supports HonorHealth Primary Care with patient medication refill requests and questions, reviewing patient charts for reviewed results, and receives intake questions and needs for patients recently discharged from an HonorHealth hospital admission. In addition, this team supports HonorHealth’s Clinical Innovation Department with Telemedicine and “drop-in” clinic appointments, pre-charting and medication prior auth related to these virtual visits. The person in this role will be responsible for daily and weekly operations and oversight of the Virtual Medical Assistant team, assisting with questions and escalations from the team, daily/weekly/monthly performance metrics, attendance, and tracking of yearly MA compliance requirements, and other operational duties as needed. This role is also responsible for upholding HonorHealth’s Mission, Vision, and Values, leading by example and providing exceptional patient care and experience per HonorHealth’s and the Customer Navigation Center standards.

Overview

Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 17,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

Responsibilities

Job Summary

The supervisor manages the Customer Navigation Center staff, balancing work queues, serves as subject matter expert for HonorHealth's medical group practices, community specialists and medical centers. The person in this role will build relationships across the network to optimize business performance, identify new business opportunities through next best action methodology, customer care, care coordination of existing patients and support in-network referral and appointments.

Essential Functions

+ Under the guidance of the department manager, provide first-line management to staff which includes but not limited to hiring, interviewing, disciplinary actions, terminations, training, work assignment, project plans, scheduling, career development, mentoring, coaching, performance goal setting and reviews.

+ Monitor customer navigation center performance and make recommendation on process improvement and/or coordinator training needs. Perform quality assurance on incidents and requests to identify coaching opportunities. Handle, document and elevate customer service complaints. Prioritize and respond promptly based on severity levels to needs of the customer. Proactively recognizes opportunities for service recovery and acts to resolve issues.

+ Assist with department budgets, reporting, establishment and enforcement of policies, processes, procedures, standards, systems strategy, departmental planning, change management, incident management and quality enhancements.

+ Promote innovation and marketing initiatives that make it easier to do business with and/or obtain services from HonorHealth.

+ Assign resources to projects and acts as escalation point to ensure achievement of established project milestones. Align with customer navigation center training staff to ensure systems operate effectively and reliably.

+ Performs other duties as assigned.

Education

+ Associate's Degree - Preferred

+ Associate's Degree or 2 years' work related experience - Required

Experience

+ 3 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting - Required

+ 5 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting - Preferred

Licenses and Certifications