The Patient Navigation Center (PNC) Team Supervisor supports a team of Patient Service Representatives (PSR) and will be responsible for developing and coaching staff to meet PNC key performance indicators (KPIs). This includes managing effective performance of individuals and their team to ensure PNC service levels are met or exceeded. The Team Supervisor collaborates with the PNC Management team and serves as the first line of support for PNC staff. The Team Supervisor also engages with staff to drive PNC efficiencies and identify possible areas of improvement. This position works under the direct supervision of the Senior Manager, Delivery of Patient Care Services.

• Directly responsible for coaching and developing a team of Patient Service Representatives
• Serve as the first line of support for PNC frontline staff
• Deliver daily, weekly, and monthly coaching and feedback to Patient Service Representatives
• Plan, assign, and manage schedules for staff to ensure proper staffing is in place for appropriate department coverage
• Collaborate with PNC management and H.R. team with interviewing and hiring of new staff
• Counsel, discipline, and evaluate performance of Patient Service Representatives
• Provide second level support and respond to patient escalation requests in a timely manner
• Provide training and support to the PSR team as needed
• Monitor PNC performance and queue levels to ensure department goals are met
• Utilize PureCloud, athenaOne, and other tools as needed to monitor department goals
• Compile and track scorecard performance for the PNC; at a department, team, and individual level
• Update and review reports on a regular basis
• Monitor performance of staff through patient interactions, documentation review sessions, calibration meetings, and staff observations.
• Identify PNC trends, opportunities, and feedback for training, quality, and department operations
• Maintain effective and productive working relations with members of training, quality, and various levels of PNC and LSCC staff members
• Driver performance through coaching and motivating
• Recognize and identify when to report a technical issue following LSCC outage procedures
• Flexible to cover leadership shifts as necessary
• Responsible for knowledge and compliance of all LSCC policies and procedures
• Encourage staff engagement through meetings, team building activities, and chat/video utilization
• Assist with PNC initiatives, projects, and other duties as assigned

REQUIRED EXPERIENCE, EDUCATION, AND LICENSE:

• High school diploma or GED required
• Minimum of 2 years experienced within a contact center environment
• Strong coaching and people development skills
• Excellent computer skills and the ability to learn new computer programs efficiently

PREFERRED EXPERIENCE, EDUCATION, AND LICENSE:
• Proven experience as a supervisor or similar contact center leadership position
• Bilingual English/Spanish language skills
• Previous experience coaching, training, and supervising staff directly