Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers.  We provide primary care services (medical, dental and behavioral healthcare) through 28 outpatient health centers in El Paso, Teller, Lincoln, Adams, Elbert, and Kit Carson counties.  We deliver care with our strong “Hospitality” culture.  Our organization has over 800 employees and serves 82,000 patients in the Pikes Peak & East Central Plains region.  Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Job Summary (Essential Functions)

Resolution Supervisor will oversee Patient Resolution Agents to include training, coaching, monitoring attendance, timecards, evaluations, and disciplinary actions.  Has authority to hire and terminate, or make suggestions and recommendations as to employment status of others that are given particular weight.  Works in Collaboration with Clinical Operations and Customer Service Center regarding call flow and any identified issues with patient experience.  Monitors teams call resolution and productivity.  Works to identify and resolve trends of call issues.

Patient Resolution Supervisor is responsible for understanding and providing Peak Vista's high quality customer service to internal and external customers.  Patient Resolution Supervisor must demonstrate knowledge of all the P&P involving patient information regulations (HIPAA) and of on-going clinic specific center regulations.  Resolution Supervisor is responsible for probing incoming calls to attempt to resolve all calls in a one call resolution model, screening patient concerns and attempting to resolve as many as possible before sending them to the clinical staff while insuring all patients demographics are updated and insurance sets are verified whenever appropriate in accordance with Peak  Vista policies and procedures.  Patient Resolution Supervisor is responsible for scheduling appropriate appointments for all Medical Clinics at Peak Vista as requested.  The Supervisor will utilize all reference resources available to perform their tasks including department Desk Top reference, Electronic Chart records program, IDK, Peak Vista website,  Cisco phone, Department OMBs, and email.

Qualifications

Education: Associates Degree in Business/Healthcare preferred.  Graduate of Medical Assistant Program "Registered Status" required.  Military applicants acceptable with equivalent training.

Other Skills:  Minimum of 2 years as a Medical Assistant required.  Minimum of one-year experience in customer service/front desk reception preferred.  Experience in appointment scheduling and proficient in general office equipment preferred.

Cognitive Skills:  (Language, Math, Reasoning Ability):  Patient Resolution Agents must possess strong verbal skills; decision-making skills, proper spelling and grammar usage, excellent customer service skills, and Bilingual are (Spanish/English) preferred.

Computer Skills:  Computer literate, keyboarding skills and knowledge of internet use required.

Physical Demands

Frequent standing and walking, occasional long periods of sitting, moderate bending, moderate energy requirements, and frequent fine motor skills.  Looking at computer screen continuously for long periods of time and hearing within normal range.  Must be able to lift 20 pounds.

*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace an an Equal Opportunity Employer.