Supervisor Patient Access Contact Centers – Operator Services; M-F 11pm – 8am, hybrid – 3 days a week onsite

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    "title": "Supervisor Patient Access Contact Centers – Operator Services; M-F 11pm – 8am, hybrid – 3 days a week onsite",
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    "datePosted": "2024-06-06T08:29:54.518Z",
    "description": "<h2>Overview</h2>\n<p><strong>Be inspired. Be valued. Belong. </strong></p>\n<p> </p>\n<p>At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:</p>\n<ul>\n <li>Comprehensive health benefits that start day 1</li>\n <li>Student Loan Repayment Assistance & Reimbursement Programs</li>\n <li>Family-focused benefits </li>\n <li>Wellness incentives</li>\n <li>Ongoing mentorship, development, leadership programs...and more</li>\n</ul>\n<p><strong>*On call during shift </strong></p>\n<p><strong>*5K sign-on bonus (external candidate)</strong></p>\n<h2>Description</h2>\n<p><strong>RESPONSIBILITIES:</strong></p>\n<ul>\n <li>The Supervisor of Patient Access Contact Centers is responsible for overseeing the daily activities of contact center staff to ensure efficient, high-quality service to patients and providers.</li>\n <li>This role provides direct supervision, coaching, and support to frontline team members, ensuring adherence to performance standards and operational procedures.</li>\n <li>The Supervisor plays a key role in maintaining a positive team environment and supporting continuous improvement initiatives.</li>\n</ul>\n<p><strong>Primary Duties and Responsibilities:</strong></p>\n<p><strong>Team Supervision & Support:</strong></p>\n<ul>\n <li>Supervise daily activities of contact center front line staff to ensure timely and accurate patient access services;</li>\n <li>Provide real-time coaching, feedback, and support to staff;</li>\n <li>Monitor attendance, schedule adherence, and productivity</li>\n</ul>\n<p><strong>Performance Monitoring:</strong></p>\n<ul>\n <li>Track individual and team performance metrics (e.g., call handling time, resolution rate, and patient satisfaction) and identify performance gaps and implement corrective actions</li>\n</ul>\n<p><strong>Training & Development:</strong></p>\n<ul>\n <li>Assist with onboarding and training new staff;</li>\n <li>Support ongoing education and skill development for team members;</li>\n <li>Promote a culture of accountability, empathy, and service excellence</li>\n</ul>\n<p><strong>Operational Execution:</strong></p>\n<ul>\n <li>Ensure compliance with standardized workflows and organizational policies;</li>\n <li>Escalate operational issues and patient concerns to the Manager as needed;</li>\n <li>Participate in process improvement initiatives and team huddles</li>\n</ul>\n<p><strong>Communication & Collaboration:</strong></p>\n<ul>\n <li>Relay updates, policy changes, and performance expectations clearly and consistently;</li>\n <li>Collaborate with peers and leadership to ensure smooth operations</li>\n</ul>\n<p><strong>Travel:</strong></p>\n<ul>\n <li>None</li>\n</ul>\n<p><strong>Work Type:</strong></p>\n<ul>\n <li>Hybrid employee - splits time between working remotely and working in the office.</li>\n</ul>\n<p><strong>MINIMUM QUALIFICATIONS:</strong></p>\n<ul>\n <li><strong>Education</strong> - Bachelor's degree in Healthcare Administration, Business or related field, combination of education and experience may be considered in lieu of degree</li>\n <li><strong>Experience</strong> - 2+ years of relevant experience</li>\n</ul>\n<p><strong>Knowledge, Skills, and Abilities (required):</strong></p>\n<ul>\n <li>Strong interpersonal and communication skills</li>\n <li>Ability to coach and motivate team members</li>\n <li>Familiarity with contact center systems and performance metrics</li>\n <li>Detail oriented with strong organizational skills</li>\n <li>Commitment to patient-centered service and continuous improvement</li>\n</ul>\n<p><strong>Preferred Qualifications:</strong></p>\n<ul>\n <li><strong>Education</strong> - Bachelor's degree in Healthcare Administration, Business or related field</li>\n <li><strong>Experience</strong> - 4+ years' experience with at least 1 years in a management position</li>\n</ul>\n<p>PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.</p>",
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