Access Operations Supervisor (Call Center)

Children's Healthcare of Atlanta

About The Position

The Patient Access Supervisor performs and assume all Tier 1-3 responsibilities (as needed). The Patient Access Supervisor is responsible for providing leadership, training and coaching to the contact center staff. Ensures professional and courteous customer service throughout all contact center encounters with accuracy and efficiency. Provides operational leadership of Contact Center programs, including service support for Nurse Advice Line, Children’s Physician Group (e.g., telephones, scheduling, clinical communication), and other programs.

Requirements

5 years of experience in a healthcare setting
5 years of experience in customer service, hospitality or equivalent
3 years of healthcare scheduling
High school diploma or equivalent
Must type a minimum of 35 words per minute
Excellent interpersonal skills
Mut possess strong verbal, written and phone communication skills
Must have advanced understanding of medical terminology
Ability to work in high-volume, fast-paced environment
Must be detail oriented
Must be self directed
Must possess problem-solving skills
Proficient in call de-escalation
Critical thinker
Time management
Must be able to multi-task
Must be able to prioritize tasks

Nice To Haves

College or advanced degree
Minimum of 2 years of supervisory experience in a contact center environment
MS Suite
Bilingual
Healthcare Experience
Process Improvement
Multi-specialty Scheduling
Healthcare Scheduling
Epic Revenue Cycle Experience
Leadership Training

Responsibilities

Performs and assumes Tier 1-3 responsibilities, as needed.
Oversees daily operations and ensures adequate staffing.
Monitors daily workload through workflow management.
Provides necessary departmental support and covers various shifts, when needed.
Maintains competency in all areas of responsibility.
Monitors Contact Center metrics and enacts appropriate measures to ensure effective and efficient operations.
Troubleshoots service issues by researching interactions, performing root cause analysis, and seeking successful resolution.
Develops and maintains staff orientation manuals, skills checklist, policy and procedures, disaster recovery documentation and guidelines.
Takes action to ensure development of staff.
Ensures each team member is adept at each process within the department.
Conducts hiring, performance appraisals, and disciplinary process for all staff, including coaching and feedback concerning areas for development and accomplishments.
Owns and delivers upon special projects and tasks.
Manages daily operations of the staff, including but not limited to - work assignments, task management, time tracking/management, and on-the-job training, in accordance with SLA.
Effectively leverages contact center reporting tools and resources to meet all service level standards.
Creates a positive work environment for employees through goals setting, team building, coaching and constructive feedback.
Encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance.
Other duties as assigned.