Supervisor, Patient Engagement at BioTelemetry in Conshohocken, Pennsylvania

• Provides supervision to the Patient Engagement team. Well-versed in all Patient Engagement Specialists duties and responsibilities. Coordinates hub coverage to reach department quality and efficiency goals.

Essential Duties/Responsibilities

• Manage and coordinate the personnel and activities in the operation of respective functional areas within the PE team




• Train and oversee personnel in territory in compliance with all Company, HIPAA, and Medicare policies and procedures




• Ensure compliance through monitoring/evaluating personnel and current PE practices




• Provide ongoing in-service training programs for department personnel and other interested parties in relation to new monitor capabilities and enhancements




• Analyze quality and efficiency measurements




• Manage ADP time clock approval, time off requests




• Conduct patient satisfaction surveys to get an insight on how to improve the quality and care of patients




• Resolve and facilitate the resolution of Patient Engagement department issues, including their cause to prevent reoccurrence




• Remains abreast of remote care advancements in the industry with Abbott, Medtronic, Boston Scientific, and Biotronik

Other Duties/Responsibilities

• Problem solve practice and patient service issues regarding use of home monitor




• Assist in the implementation and enforcement of policies, processes, and procedures




• Assist in the annual performance review of PE specialists




• Assist in creating SOPs (Standard Operating Procedures) for the GHS Patient Engagement department




• Develop internal exams for new and existing employees to make sure their remote monitoring knowledge is up to date

Education and Experience Requirements:

• Education: High School Diploma or General Educational Development (GED) required, Bachelor's degree preferred




• Relevant Work Experience: Minimum of 1 year of experience as a Sr. Patient Engagement Specialist, or minimum of 3 years of customer service experience, previous supervisory experience preferred

Required Knowledge, Skills, and Abilities:

• Knowledge/Abilities -Technical Skills: Microsoft Excel, QuickBase, Computer proficiency, Microsoft Office, navigate internet, work in cloud-based environment, ability to transfer phone calls from mobile device, proficiency in Apple mobile products, able to prepare mailing (USPS, FedEx, UPS). Strong knowledge of customer service, specifically telephone skills and medical documentation concepts.



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  Communication Skills (Verbal/Written):

  
  
  
  

  • Excellent verbal and written communication skills

  
  

  • Ability to effectively communicate with personnel at all levels of the organization

  
  

  • Relationship Management

  
  

  • Time Management

  
  

  • Reporting

  
  

  • Project Management

  
  

  • Training

  
  

  • Delegation

  
  
  
  



• Management/Leadership Skills: Active Listening, Timely Communication, Ability to teach and mentor, Positivity, Effective Feedback, Team player, Ability to be flexible, Good listener with a high level of patience



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  Customer Service:

  
  
  
  

  • WECARE - BioTelemetry based customer centric program

  
  

  • Demonstrate strong customer service and interpersonal skills

  
  

  • Strong communication skills

  
  
  
  



• Other: Demonstrated ability in problem solving of physician and customer/patient service issues; strong time management skills and the ability to work remotely in a fast-paced virtual environment

EEO/AAP - Biotelemetry provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state or federal law.

NOTE: This job description is not intended to cover or contain a complete listing of all duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.