Supervisor Req #: 0000202719
Category: Leadership
Status: Full-Time
Shift: Evening
Facility: RWJ New Brunswick
Department: IT&S Telecommunications
Location: One Robert Wood Johnson Place, New Brunswick, NJ 08901

Job Title:Supervisor

Location:Main Hospital - New Brunswick

Department Name:IT&S Telecommunications

Req #:0000202719

Status:

Shift:Evening

Pay Range: $49,177.00 - $60,000.00,

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The Compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience,

Job Overview:

This position will be responsible for the daily operations of the functions provided by the centralized contact center such as; incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services.  Provides leadership and support ensuring staff provide timely, accurate, efficient, and compassionate service to all customer needs.  Manages staff performance and quality through positive and engaging coaching and development to exceed goals and adhere to established business processes and policies.  Provides exemplary leadership and is committed to and models the mission and values of the department and organization. 

Qualifications:

Required:

High School Diploma RequiredMinimum 3 years of contact center experience in a contact center, preferably in healthcare in a leadership role.Experience with healthcare scheduling workflows required.Excellent verbal and written communication skills.Exceptional customer service skills are required.

Preferred:

College Degree Preferred  Medical terminology and computer skills preferred.

Scheduling Requirements:

Full-Time, Evenings

Essential Functions:

Ensures the accuracy and integrity of all patient information.Enforces compliance with all departmental policies and procedures in conjunction with the goals and mission statement of the organizationProvides oversight of the educational needs of the staff and address these needs when applicableUtilizes necessary systems to review daily alerts, address system errors Responsible for the education of all staff and must assure all receptionist and operator staff is competent on mandatory education.Achieves expected results and outcomes without compromising RWJBH core values, processes or proceduresEnsures timely visitor check-ins through FAST PASS Responsible for maintaining adequate staffing levels including the review and completion of staff schedulesProvide on-call support to staff as needed to ensure urgent issues are addressed in a timely mannerCommunicates issues and policies to all staff members as it relates to department Responsible for monitoring all key performance indicators and creating action plans when goals are not metDelegates and prioritizes work assignmentsInforms staff of System updates and is responsible for providing any/all pertinent information related to concierge and telecommunication issuesProvides clear communication and expectations for staff Reviews and recommends any changes to departmental policiesMaintains open communications with managementOversees and supervises all department functions including training, onboarding and orientation of all new staffDemonstrates good interpersonal skills and a positive demeanor in working with patients, employees and other organizational staffResponsible for the coaching and development of all staff performing these functions and assisting in implementing short and long-term plans and objectives to improve customer service and collect quality informationOperates with a high degree of autonomy and authority while working within the framework of RWJBH philosophy and policiesMaintains professional affiliations and enhances professional growth and development to keep abreast of the latest trends in hospital/department/administration services

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.

Paid Time Off (PTO) Medical and Prescription Drug InsuranceDental and Vision InsuranceRetirement PlansShort & Long Term DisabilityLife & Accidental Death InsuranceTuition ReimbursementHealth Care/Dependent Care Flexible Spending AccountsWellness ProgramsVoluntary Benefits (e.g., Pet Insurance)Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team.  We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time.  As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health. 

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

RWJBarnabas Health is an Equal Opportunity Employer