The Assistant Desk Supervisor has a strong working knowledge of the day to day desk operations and is able to perform multiple roles within the work unit. Accountable for meeting with staff for one on one coaching/mentoring. Facilitates crucial conversations and plays a key role in documenting performance concerns, delivering corrective action and participating in annual ePraisals of staff. Performs quality reviews to ensure that the work unit is meeting expected quality and service standards in their dept/division; (ex: registration/scheduling, check in wait times, workqueue monitoring, service excellence, electronic messaging turn-around time, etc.). This includes utilizing scheduling and financial decision trees, policies and procedures to schedule the right patient with the right provider at the right time and with the right preparation. Partners with the Desk Operations Supervisor to ensure the department/division is meeting the Institutional expectations for patient care flow. Troubleshoots and problem solves immediate operational issues and acts as an escalation point for the Desk Operations Specialist Lead, Desk Operations Specialists (including inpatient and outpatient), eHealth Assistants, and other work unit employees. Works with department and practice leadership to identify operational improvement opportunities, forecast staffing needs and implement changes in work unit to align with overall enterprise strategies. Assists in developing business requirements for department/division reports with appropriate leadership and analyst colleagues. Assists the Desk Operations Supervisor in documenting, updating, and communicating changes to policies, procedures and workflows. Provide consistent review of service metric reports and assists with monitoring and managing of key performance indicator metrics. Responsible for overseeing, onboarding and training of technical and soft skills for new staff members. Responsible for proactively identifying unfilled daily capacity, ensuring slots are filled accordingly. Screening candidates and participating in interviews. May be responsible for supporting more than one department or division with a potential of staff in multiple locations including on and off site requiring knowledge of the telework guidelines. Office hours of operations may vary and are based upon business demands and meeting the needs of our patients. This is inclusive of days, evenings and weekends.

High school diploma or GED and 3 years of experience in a healthcare or customer service field; or an Associate’s Degree with one year of experience in a healthcare or customer service field. Prior management experience is preferred, but not required.Must have strong communication, interpersonal, problem solving and organizational skills. Must be committed to providing excellent customer service and able to work collaboratively in a team environment. Outstanding professionalism, strong computer skills, time management skills and the ability to work independently. Works well both with and in positions of authority, fosters an environment of mutual respect, teamwork and open collaboration not only within their work unit but across enterprise work units. Must understand and promote a culture of safety. Ability to recognize staff for opportunities of growth and development and also recognizes positive behaviors. Must demonstrate good judgment in respecting the confidentiality of patient and employee information along with promoting a high degree of morale and spirit of motivation within the work unit. Requires flexibility and a willingness to participate and initiate change to improve efficiency and patient care. Must have knowledge of all relevant multiple office and clinical applications which support the clinical practice. Consideration should be given to a second Assistant Supervisor rotation to broaden experience and knowledge of Desk Operations. Rotations may be required for continued professional development and business needs. Individuals without relevant medical education or medical experience will be required to successfully complete a Medical Terminology course within six months of employment