Supevisor, Access Center - SNHH - Full Time

SolutionHealth • Nashua, NH

5d

About The Position

The Access Center Supervisor serves as an operational leader supporting daily centralized scheduling operations and patient access call center performance. The role provides functional oversight, coaching, quality monitoring, workflow optimization, and service level management in partnership with departmental leadership. The supervisor also performs the responsibilities of the Access Center Coordinator I–III roles and serves as an escalation resource for complex scheduling and patient access concerns.

Requirements

• High school diploma or equivalent required.
• Minimum of five years of direct healthcare access or call center experience, including advanced or lead-level responsibilities.
• Advanced knowledge of patient access operations.
• Advanced proficiency with Microsoft Office applications.
• Strong leadership and influence skills, including the ability to guide teams without direct reporting authority.
• Ability to coach, mentor, and support employee development.
• Strong organizational, analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to analyze trends and identify opportunities for improvement.
• Ability to coordinate operations and effectively escalate issues when needed.
• Demonstrated initiative, adaptability, and flexibility in a changing environment.
• Strong commitment to quality improvement and customer service excellence.

Nice To Haves

• Associate or bachelor’s degree preferred.
• Epic experience strongly preferred.
• NiCE experience strongly preferred.
• Contact center experience preferred.
• Leadership or Lean training preferred.
• Knowledge of healthcare operations and analytics preferred.
• Project management, process improvement, and leadership skills preferred.

Responsibilities

• Provide daily operational oversight of call center and scheduling workflows.
• Monitor service levels, call queues, productivity, quality metrics, and key performance indicators.
• Coordinate staffing coverage and workflow assignments to support operational needs.
• Partner with leadership to improve workflow efficiency and enhance patient and team member satisfaction.
• Assist with onboarding, training, competency validation, and ongoing development of access center staff.
• Coach, mentor, and provide real-time support to team members.
• Conduct quality audits and identify opportunities for continuous improvement.
• Manage complex patient access and scheduling escalations.
• Analyze operational trends and recommend workflow enhancements.
• Collaborate with clinical departments to address scheduling and access challenges.
• Support new initiatives, technology implementations, and process improvement efforts.
• Serve as the operational designee during manager absences.
• Prepare operational reports and KPI summaries.
• Maintain expertise in Epic and telephony systems.
• Perform all responsibilities of the Access Center Coordinator I–III roles.
• Complete other duties as assigned.

Benefits

• Health, dental, prescription, and vision coverage for full-time and part-time employees
• Life insurance
• Short- and long-term disability
• Flexible Spending Accounts (FSA)
• Competitive pay
• Tuition reimbursement
• Nursing Student Loan Paydown Program
• 403(b) Retirement Savings Plan
• Education and paid training courses for continued career progression

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED