Support Services Manager

Parallon Business Solutions   •  

Brentwood, TN

Less than 5 years

Posted 235 days ago

This job is no longer available.

Job Summary – The Support Services Manager is responsible for providing supervision and structure for the department’s daily operations and functions. The Manager works to ensure department productivity and quality standards are met or exceeded by coordinating staffing and developing efficient workflows. The Manager guides the staff in their day-to-day responsibilities, including mentoring and training the staff as needed. Proficient in facilitation and interpersonal communication, the Manager also consistently demonstrates skills in organization, prioritization, professionalism and coaching others.

Supervisor – Support Service Director

Supervises – Charge Support Specialist, Senior Charge Support Specialist, Charge Support Team Lead, Patient Concern Coordinator, Patient Support Specialist, Patient Support Team Lead, Practice Support Specialist, Practice Support Team Lead, QA Training Coordinator, Senior Patient Support Specialist, Senior Practice Support Specialist

Duties (included but not limited to)

  • Coordinate and communicate continuously with other departments to share information, best practices, systems issues, process solutions, and training needs
  • Ensure compliance with company and departmental policies and procedures
  • Proactively review and provide data analysis and financial impact assessments
  • Establish and review internal controls to ensure goals, objectives, standards, and benchmarks for the department are met or exceeded
  • Ensure timely resolution of issues escalated by patients and/or Support Services staff
  • Identify staffing needs based on workforce analysis and communicate those needs to the Support Services Director
  • Screen, interview, and hire new employees
  • Evaluate staff and Team Lead performance and recommend appropriate merit increases and promotions
  • Counsel staff and Team Leads regarding disciplinary and performance issues
  • Mentor staff and Team Leads for career development
  • Ensure training needs are met
  • Conduct regular staff meetings
  • Maintain working knowledge of workflow, systems, and tools used in the department
  • Promote continuous improvement and best practice in processes and performance for improving the support provided
  • Lead in the creation and maintenance of a positive working environment
  • Review employee engagement results and facilitate the development of action plans
  • Review, correct, and approve employees’ hours in a timely manner
  • Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
  • Other duties as assigned
  • Knowledge, Skills, and Abilities
  • Organization - proactively prioritizes needs and effectively manages resources
  • Communication - communicates clearly and concisely, verbally and in writing, including utilizing proper punctuation and correct spelling; able to communicate with staff, Parallon Management, and Division and Group Executives.
  • Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
  • Interpersonal skills - able to work effectively with other employees, patients, and external parties
  • PC skills - demonstrates proficiency in Microsoft Office applications and others as required
  • Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
  • Tactical execution - oversees the development, deployment, and direction of complex programs and processes
  • Project Management - assesses work activities and allocates resources appropriately
  • Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures, and systems
  • Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes; able to work quickly and accurately in a fast-paced environment while managing multiple demands; able to work both independently and collaboratively as a team player; demonstrates adaptability, analytical and problem solving skills, and attention to detail; and able to perform basic mathematical calculations, balance and reconcile figures, and transcribe accurately


Education
Bachelor’s Degree in Business or related field required. Equivalent work experience may substitute education requirements.

Experience
Minimum three years’ experience in related area preferred with two of these years being healthcare management experience or completion of the Parallon Manager Trainee Program. Experience managing in a contact center environment strongly preferred.