Job Description


Essential Duties and Responsibilities 

(List in order of importance or percentage of time spent on the particular responsibility – High to Low


Coordinates, supervises and directs daily activities in the PAC, including scheduling, communication with clinics, referral management, authorizations, insurance verifications and call management


Completes scheduling, break management, timecard completion, vacation approvals and attendance tracking for assigned staff.


Monitors team and PAC productivity throughout the day. Addresses productivity issues with staff or adjusts workloads as needed


Completes Quality Assurance reviews on assigned specialists and tracks errors for assigned specialists. Completes coaching sessions with all assigned specialists.


Oversee new hire training and identify need for additional training or education for individual specialists or entire team. 


Serves as a resource to peers, staff and others, team leader, trainer as required, provides education, develops step actions, standards of performance and monitors and reinforces. Constantly looks for ways to improve individual and department productivity and performance.


Demonstrates knowledge and keeps current on human resource policies, CHS policies, initiates or makes recommendation for HR actions, provides feedback and/or conducts staff evaluations, participates in hiring, recognition, coaching and disciplining or staff.


Assists with entry and resolution of clinic and PAC issue log. Evaluates procedures, resolves problems, implements changes to improve department operations, identifies and addresses areas requiring improvement.


Oversee outbound call lists and campaigns, and tracks and produces data on campaigns


Provides leadership and direction to assigned staff. Performs job duties within regulations/guidelines, to include review of assigned area quality and quantity; performs personnel management functions meeting deadlines, timely, accurately and professionally


Demonstrate knowledge of area, understand various computer programs/applications and telephony applications necessary to perform assigned job function, detail knowledge necessary to accomplish and assist in scheduling area.  Able to work independently without constant reinforcement form Manager 


Take incoming calls complex escalated calls


Performs all other duties, as assigned or requested, while adhering to strict deadlines.

Application Instructions

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