CCA SUPERVISOR COOPER CARE

AtCooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs.  Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.

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Cooper Care Alliance Supervisor of CooperCare365 is responsible for overseeing the night operations of a 24-hour, 7-day-a-week busy healthcare call center for Primary Care & on-call services. This position ensures patients have timely access to care through effective scheduling, call management, message routing, and customer service support. The Supervisor is accountable for maintaining appropriate staffing coverage across all shifts, including weekends and holidays, while ensuring established access, service, quality, and performance standards are consistently achieved.  This role is a working supervisor to ensure access to care is met. 
The role partners with clinical, operational, and administrative leaders to improve patient access, on-call services, optimize workflows, and deliver exceptional patient experience ensuring uninterrupted 24/7/365 coverage.  This role is responsible for monitoring call volumes, service levels, abandonment rates, and response times to ensure performance targets are met.  Works in collaboration with his/her leadership team to ensure proper call routing, on-call, message management, appointment scheduling, and escalation procedures are followed. This role is responsible for monitoring call quality through audits and performance reviews.  Ensure staff consistently provide exceptional customer service and accurately follow organizational policies and procedures.  Investigate and resolve patient concerns, complaints, and service recovery opportunities.  Promote patient satisfaction and first-call resolution whenever possible and utilize patient feedback to identify opportunities for continuous improvement. Must have excellent time management and organizational skills and work independently.  The role is required to work overnight shift, including holidays, to ensure access is care is provided consistently and effectively. 
The supervisor plans and organizes/coordinates all night activities business functions including staffing, staff development/training.  Supervises daily operations of patient access CooperCare365 24/7 functions with the ability to thrive working in a fast-paced environment.  Must have the ability to multi-task, tech savvy, service oriented, communicate effectively, and consistently display a professional demeanor.  Prepares work schedules and plans work assignments to ensure adequate access coverage for the 365 24/7 program. 
Collaborate with Admin Director of CC365 24/7 and Manager that KPI’s are implemented, monitored and measures for each team member, resulting in achieving national industry standards.  Establish effective working relationships with both clinical and non-clinical areas to ensure patient appointments are made in a timely manner and kept within the Cooper Network. Work with the Cooper PAC team to ensure seamless processes are aligned with Cooper Care Alliance protocols.  
Delivers an exceptional experience to patients, customers and physicians who contact the CCA Access Patient Center by facilitating patient access to ensure patient appointments are met. 
Ability to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for position to ensure best practices and level of performance of Navigators’ goals are met. 

Supervises night operations of CCA Access Patient Center functions. 
Maintains up-to-date and accurate documentation of changes in protocol and organizational policies.  Educates agents accordingly.
KPI’s are implemented, monitored and measured for each team member, resulting in achieving national industry standards and best practices. 
Established effective working relationships with both clinical and non-clinical areas to ensure patient access to care is met. 
Strong communication, organizational and interpersonal skills. Detail oriented, ability to multi-task using multiple information systems. Basic knowledge of medical terminology. 
Ensures CCA goals/stats are consistently met.
•    Provides a stellar experience to Cooper patients; is proactive in serving patients and acts responsibly in the patient and Cooper’s best interest.
The role is required to work overnight shift, including holidays, to ensure access is care is provided consistently and effectively. 
Answers patient questions in a professional and customer-friendly manner at all times using clear and proper grammar.
Biweekly payroll is submitted accurately and timely by maintaining accurate updated record of employee’s time in Kronos timekeeping system. 
Resolves patient challenges by offering alternatives with minimum escalation or support, trying to retain patients within the Cooper network.
Uses professional, clear, concise, and customer-friendly communications at all times to patients, family, and staff.
Reviews and confirms patients’ insurance eligibility, refers to patients as appropriate who do not have adequate insurance coverage.
This role is a working supervisor to ensure access to care is met.
Performs all system-related functions in accordance with training guidelines.
Controls and monitors patient workflow during scheduling process to balance both the patient’s needs and individual performance goals
Regular, consistent and punctual attendance required, following Cooper time and attendance policies
Ensure staff adheres to policies and procedures. Ability to multi-task when needed in a fast-paced environment.
All other duties as assigned

3 years’ experience in healthcare, customer service/ call center 
Prior supervisory experience a must 

Bachelor's degree Preferred

Master's Degree Preferred