Oncology Call Center Supervisor

: Payroll Title: AMBUL CARE ADMSTN SUPV 1 Department: La Jolla MCC Cancer Ctr Clinic Hiring Pay Scale $70,000 - $95,000 / Year Worksite: Lightwave Avenue Appointment Type: Career Appointment Percent: 100% Union: Uncovered Total Openings: 1 Work Schedule: Days, 8 Hour Shifts, Monday-Friday

#128404 Oncology Call Center Supervisor

UCSD Layoff from Career Appointment : Apply by 3/6/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants : Apply by 3/18/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

Under the general direction of the Access Manager, the Oncology Call Center Supervisor will oversee the centralized phone tree model, including the screening and routing of calls to various Disease Teams, among them New Patient Coordinators, Scheduling, Triage Nurse, and Infusion Services. Manages the day-to-day operations and ensures a high level of customer satisfaction and experience. Supervises clinic operations staff involved in routine functions.

Acts as the primary user liaison to the organization's centralized contact center. Expected to ensure seamless and up-to-date scheduling processes for patients to receive a timely resolution for their calls. Develops systems, action plans, and procedures to ensure quality outcomes for internal and external customers. Monitors call volumes and telephone service factors to ensure adherence to established quality indicators. Independently exercises discretionary powers to solve operational problems by using continuous improvement processes. Responsible for effectively supporting and driving initiatives. Responsible for leading the team through changes and new initiatives.

MINIMUM QUALIFICATIONS

• Seven (7) years of related experience in a healthcare setting, education/training, OR a Bachelor's degree in business, healthcare administration, or related area plus three (3) years of related experience/training

• Experience and proven success in skills to supervise support staff in clinic / center administration.

• Comprehensive understanding of health insurance plans and the California payer environment, referral/request for service receipt and management, clinical triage processes, appointment scheduling, insurance eligibility, pre-certification procurement, and pre-registration activities.

• Proficient in using call center software and telephony systems to monitor call volumes, service factors, and adherence to quality indicators.

• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams) and other relevant software applications.

• Previous experience in a lead, supervisory, or managerial role. Strong leadership skills with the ability to motivate, coach, and develop staff to achieve departmental goals.

• Effectively manage multiple priorities in a fast-paced, dynamic environment. Proven ability to independently solve operational problems and make decisions using discretion and sound judgment.

• Excellent verbal and written communication skills, with the ability to effectively interact with patients, healthcare professionals, and staff at all levels.

PREFERRED QUALIFICATIONS

• Supervisory experience in healthcare registration, finance, authorization, insurance, or scheduling functions.

• Epic experience.

• Healthcare Call Center experience.

• Oncology experience.

• Process improvement experience and/or Lean Six Sigma Certification.

SPECIAL CONDITIONS

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: $67,200 - $119,600 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $32.18 - $57.28

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements. If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

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