Patient Resource Supervisor

POSITION SUMMARY: 

The Patient Resource Supervisor will lead a team of Patient Resource Specialists in connecting patients with public assistance programs and securing health insurance coverage through Medicaid or the Marketplace. The Supervisor will set goals, monitor key performance indicators, and lead process and quality improvement efforts in these areas. The Supervisor will oversee staff training and development, while also collaborating with the Patient Resource Manager to develop and implement strategies that will enhance access to health insurance and other vital community resources, ultimately improving health outcomes. 

POSITION-SPECIFIC COMPETENCIES/ESSENTIAL FUNCTIONS/DUTIES & RESPONSIBILITIES

• Provide comprehensive oversight for Patient Resource Specialists as they enroll patients in public assistance programs, such as SNAP, Medicaid and other economic assistance or general assistance programs.
• Ensure accuracy, compliance, and appropriate follow-up in all enrollment activities.
• Stay updated on changes, best practices, and emerging trends in public assistance programs, serving as the department’s content expert.
• Manage both internal and external reporting requirements, ensuring data is accurate and timely.
• Lead efforts to bring health insurance coverage options to uninsured patients and community members.
• In collaboration with the Patient Resource Manager, create and implement a robust health insurance coverage strategy. Identify and engage target populations and community partners, with the goal of establishing care and/or enrollment in programs.
• Develop procedures, educational materials and operational effectiveness reports that support the department’s objectives and improve the efficiency and quality of service delivery.
• Conduct training as needed to ensure all team members are competent and confident in their roles.
• Develop and maintain the Patient Resource Specialist schedule, ensuring adequate coverage and efficient use of resources.
• Establish key performance indicators (KPI) goals for individual team members and the department as a whole. Continuously monitor progress towards these goals and implement performance improvement strategies when necessary.
• Conduct regular one-on-one meetings with direct reports to provide coaching and training.
• Actively participate in in day-to-day operations, providing hands-on support to the team while also fulfilling supervisory responsibilities.
• Provide administrative assistance to the Patient Resource Manager.
• Responsible for Patient Resource Specialist staff life cycle to include hiring, onboarding, certification, professional development, and disciplinary action.
• Actively participate in community outreach events.
• Other duties as assigned.

POSITION REQUIREMENTS

Education: High school diploma required; Bachelor’s Degree in Public Health, Community Health, Public Administration or other health-related field strongly preferred.

Experience:  Experience enrolling individuals in Medicaid and Marketplace health insurance plans required. Experience with public general and economic assistance programs strongly preferred.

Proven track record of implementing performance or quality improvement initiatives within a healthcare or social service setting required.

2 or more years of management experience strongly preferred

Expertise: Strong interpersonal skills.

Relatability to the patient population we serve, highly preferred.

Ability to build trust and rapport with individuals from diverse backgrounds.

Excellent verbal, written and reporting skills.

Proficiency in Microsoft Office – Word, Excel, PowerPoint ad Outlook

Excellent record keeping and organizational methods.

Ability to achieve measurable outcomes.

Ability to prioritize and handle multiple tasks.

Ability to work independently and as part of a team.

Ability to lead through influence.

Language: English fluency; Fluency in other languages is highly valued.

Work Hours: 40 hrs/wk, This salaried position requires flexibility beyond the standard 9:00AM to 5:00PM schedule. Candidates should be prepared for occasional evening and weekend work as needed to meet patient and organizational needs or attend important events. 

Travel: Moderate travel as needed for community engagement events

Exposure: While performing the essential functions of this job, the employee occasionally is exposed to fumes or airborne particles and toxic or caustic chemicals.  Additionally, the employee may occasionally be exposed to blood borne and other hazardous chemicals.  Finally, the noise level in the work environment can occasionally be quite loud. In all cases, personal protective equipment will be provided to the employee in combination with adequate ventilation and other engineering controls to minimize the risk of exposure or other hazardous occurrence.

Physical: Reasonable accommodation may be made for individuals with special challenges to perform these essential functions