Job Summary

Responsible for the daily operations of the department to help provide access to system and community services. Serves as a resource for communication and access to services for members, patients, consumers, providers, employers, decision-makers, and other organizational customers and payers. Provides leadership and direction to the staff to assure appropriate and timely communication and information regarding medical service access, physician and service referral, and direction to all services offered. Supports internal and external customer needs and offers input on process improvement to meet those needs via resources available throughout the System.

Job Duties

• Maintains open communication among marketing and triage personnel, practice sites, physicians, advisory groups, and consumers.
• Supports personnel in the pursuit of knowledge and resolution of problems.
• Supports and defines goals, policies, and procedures.
• Supervises quality audits to support the quality assurance process and ensures the staff meet all departmental productivity and quality standards, including integration analysis and testing.
• Coaches employees as needed to meet performance standards.
• Creates, maintains and files all logs and documentation of staff performance and compliance with department goals and targets.
• Assists with Human Resources issues, such as performance evaluation, recruitment, hiring and adherence to departmental policies and taking disciplinary action as required.
• Reviews daily, weekly and monthly statistical reports as requested by the department leader.
• Maintains adequate staffing levels consistent with patient volumes, assuring optimal customer service and performance.
• Ensures time and attendance records are kept current and variations are brought to the attention of the department in a timely fashion.
• Shares on-call coverage rotation to ensure optimal department operations during off-shift hours.
• Uses open communication to identify and resolve problems within and between departments.
• Conducts team meetings and involves staff in decision-making.
• Promotes activities that recognize and reward staff.
• Develops educational programs to meet process changes within the department.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details

Are you looking to work with a great Team, Apply now!

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Geisinger cares about not only its patients and members, but also about you and your family. We offer a competitive compensation and benefits package to ensure that you and your loved ones can maintain good health, achieve financial stability, and excel both personally and professionally. We believe in creating a diverse and inclusive environment where all employees can be their authentic selves. To learn more: https://jobs.geisinger.org/diversity

• Full benefits (health, dental and vision) starting on day one.
• Three medical plan choices, including an expanded network for out-of-area employees and dependents.
• Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)
• Company-paid life insurance, short-term disability, and long-term disability coverage
• 401(k) plan that includes automatic Geisinger contributions.
• Generous paid time off (PTO) plan that allows you to accrue time quickly.
• Up to $5,000 in tuition reimbursement per calendar year.
• MyHealth Rewards wellness program to improve your health while earning a financial incentive.
• Family-friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones.
• Employee Assistance Program (EAP): Referrals for childcare, eldercare, & pet care. Access free legal guidance, mental health visits, work-life support, digital self-help tools and more.
• Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance.

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 10 years-Relevant experience* (Required), Minimum of 1 year-Managerial/Supervisory (Preferred)

Skills

Supervisory Customer Service; Leads Others; Interpersonal Communication; Acts Decisively

About Geisinger

Founded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.

Our Commitment to Diversity, Equity and Inclusion

Geisinger values who you are, where you are from, and where you are going. We seek out people of various backgrounds and cultures with unique abilities, non-traditional career paths and ambitious aspirations. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status. Read more about Our Commitment to Inclusive Recruiting.

Our Vision & Values

Everything we do is about making better health easier for our patients, our members, our students, our Geisinger family and our communities.

KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.

EXCELLENCE: We treasure colleagues who humbly strive for excellence.

LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.

INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.

SAFETY: We provide a safe environment for our patients and members and the Geisinger family.

Our Benefits

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.