As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Nemours is seeking a Supervisor, Patient Services (Primary Care), FULL-TIME, to join our Primary Care team in Orlando, Florida.
Nemours primary care practices provide a kid-friendly, family-centered pediatric primary care experience for families in Central Florida. With 17 primary care and six urgent care practices conveniently located throughout the region, we provide quality, professional pediatric services with special attention on preventive care and whole-child wellness.
This position is responsible for: Supervision of the day-to-day functions of the Centralized Call Center and direct supervision of the Patient Service Specialist staff.
Supervises the daily work of the PSS team by appropriately staffing to ensure all inbound lines are staffed appropriately, allocates staff to help with new referrals to ensure first call is made within 24 hours, and allocates staff to address outbound work while holding the team accountable to the applicable standard work.
Updates huddle board and Facilitates PSS huddles to ensure all pertinent information is explained clearly and concisely. Provides follow up documentation with all huddle information to entire PSS staff.
Reviews daily staffing and provides coverage to assure staffing needs are met and that all work will be completed as expected daily.
Performs standard work daily audit on each direct report at least one time per month to assure that reliable method documentation is being followed.
Performs three Calabrio phone audits for each direct report each month and provides timely feedback on successes and opportunities for improvement for each call.
Round with each direct report once per month to maintain good communication with each person on the PSS team, review performance management and develop improvement plans or corrective action when necessary.
First line for internal and external customer service complaints.
Work with other supervisors, clinical and non-clinical staff, and PSS group to meet Nemours enterprise wide goals.
Selection, training, evaluation, development, discipline and supervision of PSS associates with Patient Services Manager assistance.
All other duties as assigned by Manager.
Specialized (1 year of training beyond high school). Associate's Degree preferred.
Minimum of one (1) to three (3) years experience required.
Effective, positive, professional communication skills.
Strong customer service skills; ability to work well under pressure and maintain composure in stressful situations.
Ability to lead, and work well within a team.
***External Applicants - Please be advised if you apply to this position, you will be asked to take an assessment as part of the application process. This could add an additional 20 to 45 minutes, based upon the assessment that corresponds with this position. Please allow yourself enough time to complete the test, as you will not be able to save your application and come back to complete it at a later time. Do not use your mobile phone to apply to this position; our assessment is not compatible with mobile devices at this time ***
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.