Supervisor, Performance Programs at Prospect Medical Holdings, Inc. in Orange, California

Job Description:

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Supervisor, Performance Programs
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The Supervisor of Performance Programsis responsible for the overall supervision of the day-to-day and responsibilities within the Performance Program Department. Individual is responsible for the daily management and oversight of the department schedule and hunt groups to ensure sufficient telephone coverage and compliance of 500 calls per week per QCC and 50 appointments scheduled per QC. Individual is responsible for the daily supervision of Quality Care Coordinators and Specialist by appraising, monitoring, and observing performance to ensure compliance and adherence of company and department policies and procedures. Individual will contribute to team effort in day-to-day duties and responsibilities. Serve as an example (role model) to staff members through active demonstration of exceptional performance and compliance with company and department policies and procedures. Energize, motivate, and collaborate with staff members to achieve company and department goals. Provide instruction, guidance, education, leadership, and support to staff members. Coach and develop staff members.
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Job Responsibilities/Duties
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Daily supervision of staff members by appraising, monitoring, and observing performance to ensure compliance and adherence of company and department policies and procedures.
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Maintain day-to-day workflow through processes such as monitoring department processes, observing Reporter Real-Time, monitor staff members through silent telephone monitoring and walking the department floor, facilities problem solving and collaboration, initiate and foster cooperation within and between departments.
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Energize, inspire, and motivate staff members to excel in their day-to-day performance.
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Routinely perform staff member recognition such as awarding company star cards and Employee of the Month nominations.
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Write yearly staff reviews for direct reports and ensure they are submitted on time.
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Daily management and oversight of the department schedule and hunt groups to ensure sufficient telephone coverage and compliance of 500 calls per week per QCC and 50 appointments scheduled per QCC.
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Ensures all non-standard date received are entered into Cozeva using appropriate Primary Source Verification standards.
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Ensures all P&P's are followed for audit compliancy.
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Daily supervision of call production to ensure staff members complaint with call production requirements.
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Routine analysis and review of HEDIS/STARS rates to ensure rates are increasing based on yearly goals.
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Identify, develop, and communicate Corrective Action Plan (CAP) for staff member who are non-compliant with production requirements.
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Elevate non-compliancy with CAPS' to Performance Programs Director immediately.
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Qualifications
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Minimum Education:High School Diploma or equivalent required.
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Minimum Experience:A minimum of two (2) to three (3) years of IPA/HMO experience in HEDIS/IHA/CMS Star Programs.
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Req. Certification/Licensure:None.
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