Health Care Center Supervisor

Job Description

Job Description

Salary :

At Numinus, we are leading the integration of psychedelic-assisted therapies into mainstream clinical practice and building the foundation for a healthier society.

We are looking for a compassionate, caring person with call center experience and a medical background. The duties consist of :

• Acts as the primary point of contact for supporting clients through their wellness journey with Numinus
• Acts as key support by providing feedback on processes, systems, and the overall client journey to improve productivity and client experiences
• Builds strong relationships with clients to help them stay engaged with their chosen PAT program and adhere to the planned care path
• Commits to removing barriers to client care by identifying critical resources for clients, helping them navigate Numinus services and systems, and promoting client wellbeing
• Assists with the supervision of the call center's day-to-day operations.
• Manages our Health Navigator agents, in the office and remotely to meet targeted key performance indicators. (KPI’s)
• Takes an active role in the development of each team member by providing daily coaching, setting goals and providing the necessary follow up.
• Analyzes team metrics to identify trends and gaps in performance.
• Monitors agent interactions with customers to ensure a high level of customer satisfaction.
• Monitors team’s efficiency to ensure service level goals are met.
• Works as on special or ongoing projects as assigned.
• Handles escalated calls in a professional, courteous manner.
• Resolves personnel issues and escalates to proper administration as needed.
• Evaluates and recommends methods for improvement of practices
• Works closely with the Numinus team, which includes doctors, nurses, therapists / counselors, and administrators to achieve the best possible outcomes
• Responds quickly and efficiently to client service requests that come via Microsoft TEAMS
• Orients clients to the various steps along their wellness journey, using accessible language, summarizing all policies and procedures related to a PAT care path, and answering any questions that may arise
• Guides clients through the clinic intake procedure by determining areas of concern, and client requests, matching with appropriate care providers and services, and arranging for next-step appointments
• Preliminary screening of clients according to medical and psychological contra-indications for treatment
• Refers to other services at Numinus or allied health care providers prior, during, and following participation in a PAT program, explaining costs and benefits
• Uses multiple customer-relationship-focused systems such as a Client Relationship Management (CRM) tool as well as an Electronic Medical Records (EMR) system to bridge the customer service-focused CRM to the practitioner-focused EMR
• Serves as the primary touchpoint for any insurance-related requests (e.g., knowledge of current limitations in insurance coverage, communication with insurer’s agents about client files, provision of any additional documents to support insurance claims)
• Obtains client impressions and feedback, to provide information to key stakeholders that will help improve the Numinus PAT offerings
10 days ago