Job Description:

University of Kentucky

Equal Employment Opportunity/M/F/disability/protected veteran status.

Posting Details Posting Details

Job Title	Patient Access Supervisor/UKHC
Requisition Number	RE45071
Working Title	Contact Center Supervisor
Department Name	H4027: REV Cycle MGT-PFE
Work Location	Lexington, KY
Grade Level	09
Salary Range	$43,680-71,323/year
Type of Position	Staff
Position Time Status	Full-Time
Required Education	AS
Click here for more information about equivalencies:	https://hr.uky.edu/employment/working-uk/equivalencies
Required Related Experience	3 yrs
Required License/Registration/Certification	None
Physical Requirements	This position requires regularly sitting at a computer workstation for extended periods of time and performing tasks with repetitive motions (such as typing). Also involves occasionally standing or walking with objects up to 10lbs
Shift	Primarily Monday through Friday; 8:00am – 5:00pm with weekends per departmental needs.
Job Summary	We are seeking a dynamic and dedicated Contact Center Supervisor to lead our vibrant team in a fast-paced healthcare environment. This role is pivotal in supervising diverse areas including patient scheduling, operator services, referral management, and billing customer service. If you are passionate about making a difference in the lives of others and thrive in a role that blends leadership with hands-on customer interactions, we want you on our team! Job Summary: As a Contact Center Supervisor, you will be the driving force behind our contact center operations, focusing on optimizing patient experience and enhancing operational efficiency. You will oversee a team responsible for various critical functions from scheduling appointments to managing billing inquiries, ensuring that each patient receives timely, efficient, and empathetic service. This position reports directly to the Contact Center Manager and plays a key role in shaping our department’s strategies and outcomes. Responsibilities: Supervise daily operations across patient scheduling, operator service, referral management, and billing customer service. Lead, mentor, and support a team to excel in their roles while fostering a positive and collaborative work environment. Implement and refine processes to enhance patient satisfaction and operational efficiency. Manage staff scheduling to ensure optimal coverage and service levels. Handle escalated customer service issues with a solutions-oriented approach. Track performance metrics and participate in strategic planning to continuously improve service delivery. This is a remote position.
Skills / Knowledge / Abilities	Proven leadership experience in a contact center or customer service environment, preferably within the healthcare sector. Strong organizational and problem-solving skills, with the ability to manage multiple priorities simultaneously. Excellent communication and interpersonal skills, capable of working effectively with diverse teams. Proficient in using healthcare management systems and technology. A commitment to delivering high-quality service and driving patient-centered outcomes.
Does this position have supervisory responsibilities?	Yes
Preferred Education/Experience	3 – 4 years call center leadership work, customer service with staff over-site; healthcare preferred.
Deadline to Apply	05/09/2024
University Community of Inclusion	The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all - identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus. As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities. Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national check and/or drug screen.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * University of Kentucky HealthCare recognizes a set of values that guide us in our daily interactions. By applying for a position within UK Healthcare, you are indicating your commitment and expressing your agreement to our five values. These values are diversity, innovation, respect, compassion, and teamwork. Please choose one of the UK Healthcare values and give a specific example when you exhibited this quality in your professional experience.

   (Open Ended Question)

2. * University of Kentucky HealthCare seeks to attract, develop and retain highly skilled and competent employees, to provide the best experience for every patient, every time. If selected for a position, do you agree to abide by the UK HealthCare Values of diversity, innovation, respect, compassion, and teamwork?
   • Yes
   • No
3. * Where did you first see this position advertised other than on UK's online employment system?
   • HigherEdJobs.com
   • Diverseeducation.com (Diverse Issues in Higher Education)
   • HERCjobs.org (Higher Education Recruitment Consortium)
   • InsightIntoDiversity.com
   • Latinosinhighered.com
   • HospitalCareers.com
   • Indeed.com
   • LinkedIn.com
   • Institute for Diversity in Health Management
   • A Colleague, Friend and/or Family Member
   • None of the Above

Applicant Documents
Required Documents

1. Resume

Optional Documents

1. Cover Letter

PI240102404

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