Sr. Supervisor, Medical Records
Description
Company: Oak Street Health
Title: Sr. Supervisor, Medical Records
Location: Downers Grove, Charlotte, Remote
Role Description:
The Medical Records Team Supervisor helps us meet our goal of successfully managing the comprehensive care of all of our patients. Your role is to help us deliver that type of care for our patients. You will be responsible for providing quality and efficient service to patients through the daily supervision of a team of medical records specialists within your region, including monitoring, motivating, recognizing, coaching, counseling, training, and resolving patient issues when possible, and communicating patient needs and requests to the care teams in the clinics. Additionally, the position is responsible for assisting the manager with the development, analysis, and implementation of staffing, scheduling, and reward/recognition programs.
Core Responsibilities:
Supervise a team of 15-18 and is responsible for performance management in collaboration with the manager of the team to deliver an unmatched patient experience and achieve contact center metrics
Provides daily direction and communication to advocates so that patient calls are answered in a timely, efficient, and knowledgeable manner
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff
Provides statistical and performance feedback and coaching on a regular basis to each team member in their assigned region
Writes and administers performance reviews for skill improvement
Ensures advocates have appropriate training and other resources to perform their roles
Ability to multi-task, prioritize, and manage time effectively
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Works as a member/leader of special or ongoing projects that are important to area/process development
Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives
Uses appropriate judgment in upward communication regarding department or agent concerns
Lead special projects as necessary and collaborate with field partners
Acts as a mentor and coach to other service delivery supervisors
Partner with colleagues to reach and maintain target metrics to ensure the delivery of a positive patient experience.
Coaching and developing advocates, monitoring calls, driving results, and team member engagement
Acts as a subject matter expert for other supervisors, expert at closing skills gaps
Project leadership skills
Liaison between medical records team and Quality Assurance/Issue Resolution team
Proactively identifies process gaps and recommends solutions
Innovation
Work collaboratively with colleagues and peers
Generates and implements ideas to improve OKRâs & patient experience
Lead team recognition efforts and contribute to building/maintaining a positive
Other duties as assigned
What are we looking for?
Weâre looking for motivated, patient-focused leaders with:
Desire to lead a team
A flexible and positive attitude
Communication proficiency
Organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Ability to problem-solve and analyze data
Proven success in a supervisory role
Proficient PC skills, computer literacy, basic Google Suite (including Google Docs and Sheets) skills, and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment required as well as reliable dependent care during working hours
Ability to participate in classroom-style remote training sessions with a camera-on requirement
An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment
US work authorization
Someone who embodies being Oaky
What does being Oaky look like?
Radiating positive energy
Assuming good intentions
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and delivering results
Being relentlessly determined
Why Oak Street Health?
Oak Street Health is on a mission to âRebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patientâs communities, and focused on the quality of care over volume of services. Weâre an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody âOakyâ values and passion for our mission.
Oak Street Health Benefits:
Mission-focused career impacting change and measurably improving health outcomes for medicare patients
Paid vacation, sick time, and investment/retirement 401K match options
Health insurance, vision, and dental benefits
Opportunities for leadership development and continuing education stipends
New centers and flexible work environments
Opportunities for high levels of responsibility and rapid advancement
Monthly phone/internet stipend to support high-speed internet requirement
Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.
Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health