Supervisor, International Patient Services

Education

• Bachelor's Degree Healthcare Administration required, or bachelor's degree Related Field of Study required

• Equivalent experience may be accepted in lieu of degree

Experience

• 3-5 years of experience in healthcare administration or a related field required 1-2 years of experience in leadership or supervisory role preferred

Roles and Responsibilities:

• Manages and oversees a team of highly trained International Patient Intake specialists

• Motivates and supports specialists through feedback and communication.

• Measures KPI's like inbound calls, call waiting, and call abandonment.

• Assists with taking calls as needed

• Oversee daily administrative functions including patient scheduling, records management, financial clearance support, and CRM data integrity.

• Assist in creating and implementing administrative policies, procedures, and workflows to ensure efficient operations. Under the direction of manager oversee training, performance evaluations, and disciplinary actions. Provide coaching and professional development.

• Participate in new hire orientation, onboarding, and training new employees.

• identify and implement process improvements to enhance administrative efficiency, patient satisfaction, and departmental performance.

• Act as a liaison between staff and clinical departments to ensure effective communication and collaboration.

• Ensure adherence to organizational, state, and federal regulations, including HIPAA, and conduct regular audits to maintain accuracy and confidentiality.

• Assist with managing inventory for office supplies and administrative tools, ensuring cost-effectiveness.

• Ensure excellent customer service, address patient complaints, and manage data collection, analysis, and reporting for administrative performance and patient flow.

• Other duties as assigned with or without accommodation.

• Monitor staff attendance, assign coverage for absences.

Knowledge, Skills, and Abilities

• Detailed knowledge and understanding of health care management and business management principles.

• Excellent listening and communication skills both verbal and written.

• Display strong leadership and communication skills to clearly manage and oversee program staff.

• Strong analysis and problem-solving skills.

• Possess process improvement skills that increase productivity, quality, and efficiency.

• Strong interpersonal and team building skills.

Working Model:

Onsite required at 399 Revolution Drive, Somerville, MA and 55 Fruit Street, Boston, MA