Job Description

Performs complex and varied administrative and clinical assignments. Serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention. Assists in management of clinical unit operations. Reports to the Clinic Manager of the Department. This position supervises clinical staff, including Support Coordinators, Medical Assistants, and LVN's.

Performs complex and varied administrative and clinical assignments. The Clinical Contact Center (CCC) Supervisor provides leadership, coaching, development, and support to their CCC team as they field calls from clients/patients. The CCC Supervisor will be responsible for identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance as well as participating in and completing special projects as assigned. They will work closely with clinic partners and serve as an escalation point for providers and clinical staff. They will be responsible for ensuring that Health Center and Contact Center policies are followed as well as helping to identify and execute changes in policy and procedure. The CCC Supervisor is expected to set the example of living the Keck Medicine of USC values. This position will report to the Clinic Manager of the Las Vegas Health Center. This position supervises clinical staff, including Medical Assistants and Non Nursing Care Coordinators and Schedulers. The Clinic Contact Center Supervisor performs complex and varied administrative and clinical assignments. This position supervises clinical staff, including Medical Assistants and Non-Nursing Care Coordinators and Schedulers. • Hiring, training, and preparing call center teammates to respond to client/patient questions and complaints and troubleshoot problems with services or products. • Ensuring teammates understand and comply with all call center objectives, performance standards, and policies. • Answering team member questions regarding best practices or difficult calls. • Identifying operational issues and suggesting possible improvements. • Monitoring and evaluating team member performance, providing learning or coaching opportunities, and taking corrective action, if necessary. • Preparing reports and analyzing data to assist management as they determine call center goals. • Proficiency with technology, especially computers, software applications, and phone systems. • Exceptional verbal and written communication skills. • Strong understanding of company products, policies, and services. • Ability to coach, train, and motivate employees and evaluate their performance. • Excellent problem solving, leadership, and customer service skills. • Analytical, efficient, and thorough. • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. • Working with other supervisors and management team members to support team members and maximize customer satisfaction.

Essential Duties:

• Serves as Clinic Supervisor. Supervises at least two full-time staff or the equivalent, coordinates personnel actions, including, but not limited to performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff.
• Manages and oversees a team of Clinical Contact Center Staff, measures KPI’s like inbound calls, call waiting, and call abandonment. Improves quality of results by recommending changes.
• Serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention.
• Generates Staff Assignments. Arranges for staff coverage as needed.
• Trains all clinical staff to ensure compliance with Ambulatory policies.
• Oversees Special Programs/Projects for the Department
• Acts as liaison between supervisor and his/her subordinates for communicating information, assignments, priorities and special requests. Monitors status of pending items and follows-up, as needed.
• Promotes security by alerting appropriate personnel for safety, fire and other unsafe situations. Reports any unusual occurrences to supervisor. Responds to emergency situations using standard emergency protocols and procedures.
• Participates in monitoring and evaluating the quality and appropriateness of patient care. Contributes objective data regarding performance of other clinical staff members, as requested.
• Maintains a safe environment in accordance with standards, policies and safety regulations. Ensures compliance with infection control policies.
• Coordinates staffing to ensure breaks and meal periods are covered. Provides coverage as needed.
• Schedules clinic appointments
• Perform other duties as assigned.

Required Qualifications:

• Req High School or equivalent

• Req Lead or Supervisory experience.
• Req Clinical & Office management combined with experience in general administration required
• Req Organization/time management skills.
• Req Demonstrates ability to utilize effective, appropriate and diplomatic oral and written communication skills.
• Req Must be comfortable with computers and medical terminology.
• Req Mush have in depth knowledge of all insurance types, including government health programs.

Preferred Qualifications:

• Pref Specialized/technical training Medical Assistant Diploma /Certificate from an accredited program required
• Pref Call Center and Customer Service Experience

Required Licenses/Certifications:

• Req Basic Life Support (BLS) Healthcare Provider from American Heart Association

The annual base salary range for this position is $52,000.00 - $82,560.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu Inquiries will be treated as confidential to the extent permitted by law.

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