Growth and Experience Supervisor

📋 Description

• Oversee designated teams within the Growth and Patient Experience department, including Referral Outreach Coordinators, Patient Care Coordinators, and Resupply Representatives.

• Direct daily operations to guarantee consistent, high-quality patient engagement at every stage, from initial referral through therapy adherence and resupply.

• Collaborate with the Growth and Patient Experience Manager and other Supervisors to enhance workflows across call center operations, scheduling, referral outreach, and resupply, aiming to improve patient access, experience, and conversion rates.

• Act as backup support for the Growth and Patient Experience Manager and fellow Supervisors as required.

• Deliver consistently exceptional customer service to enhance patient experiences and position BetterNight as a premier healthcare organization.

• Identify and eliminate barriers affecting patient engagement, including delays, communication gaps, and inefficiencies in processes.

• Serve as an escalation point for complex patient and provider issues, ensuring prompt, service-oriented resolutions that maintain patient trust and satisfaction.

• Guarantee consistent, empathetic, and solution-focused communication across all interactions.

• Ensure that all patient inquiries from internal and external partners are addressed promptly and courteously.

• Assist with onboarding and provide continuous coaching, training, and performance feedback to team members, focusing on communication quality, patient engagement, and conversion effectiveness.

• Maintain strong relationships with referring providers and strategic partners to support patient access and referral conversion.

• Facilitate training and education for provider offices to enhance documentation quality, patient readiness, and overall experience.

• Serve as a point of contact for external partners, ensuring timely communication and resolution of issues.

• Oversee staffing, scheduling, and workload distribution to ensure service levels that support timely patient engagement and access to care.

• Ensure all patient, provider, and insurance inquiries are addressed quickly, professionally, and with a focus on resolution and satisfaction.

• Keep current knowledge of workflows, payer requirements, and referral processes to minimize delays and rework.

• Ensure all patient records and documentation are accurate, complete, and compliant with company policies and HIPAA regulations.

• Monitor documentation quality to facilitate efficient processing and a seamless patient experience.

• Analyze performance data and patient feedback to identify trends impacting engagement, satisfaction, and conversion rates.

• Assess workflows and propose process improvements to boost efficiency and enhance the patient experience.

⛳️ Requirements

• 2-5 years of experience supervising a team within a call center, managing account teams, or related experience is required.

• Experience in healthcare is mandatory.

• A strong commitment to patient care along with a friendly, helpful, and caring demeanor is essential.

• In-depth knowledge of contracts and insurance is required.

• Strong ability to compile, analyze, and interpret data, write reports, and recommend improvements is necessary.

• Must be available to work standard business hours in the Pacific Standard Time Zone (California time).

• High School diploma or equivalent is required; an AA or bachelor’s degree is preferred.

🏝️ Benefits

• Medical

• Dental

• Vision

• Sick leave

• Holiday and vacation time off