Supervisor, Access & Navigation, Full Time, Day

Valley Health System•Mahwah, NJ

7d•$70,699 - $88,379•Onsite

About The Position

The Supervisor, Access & Navigation oversees the daily operations of the Access & Navigation Center and serves as a key liaison between the department and the departments, affiliates, and facilities it supports. This role ensures the effective integration of scheduling services with hospital and medical group operations. The Supervisor is responsible for developing and implementing policies and procedures, monitoring departmental performance, and supporting continuous improvement initiatives. The position includes oversight of core functions such as scheduling, registration, pre-registration, quality assurance, training, patient satisfaction, and customer service. Additionally, the Supervisor monitors call center KPIs and productivity and handles escalated calls, ensuring timely resolution and appropriate follow-up actions.

Requirements

Associates degree required.
Minimum of three (3) years of progressive experience in healthcare business operations.
Excellent communication skills with the ability to effectively engage clinical staff, patients, and internal and external stakeholders.
Computer skills and the ability to navigate healthcare systems to obtain and manage critical information.
Strong knowledge of customer service, scheduling, registration, and insurance verification/authorization processes within a healthcare setting.
Ability to assess patient volumes and prioritize/delegate work to address workflow fluctuations.
Analytical skills with the ability to interpret data, identify trends, and provide actionable recommendations.
Self-motivated and detail-oriented, with the ability to communicate updates, changes, and performance feedback clearly and effectively.

Nice To Haves

Bachelor's degree preferred.
Two (2) years in a team lead or supervisor role preferred.

Responsibilities

Oversees the daily operations of the Access & Navigation Center.
Serves as a key liaison between the department and the departments, affiliates, and facilities it supports.
Ensures the effective integration of scheduling services with hospital and medical group operations.
Develops and implements policies and procedures.
Monitors departmental performance.
Supports continuous improvement initiatives.
Oversight of core functions such as scheduling, registration, pre-registration, quality assurance, training, patient satisfaction, and customer service.
Monitors call center KPIs and productivity.
Handles escalated calls, ensuring timely resolution and appropriate follow-up actions.

Benefits

Medical/Prescription, Dental & Vision Discount Program (Full Time/Part Time Employees)
Group Term Life Insurance and AD&D(Full Time Employees)
Flexible Spending Accounts and Commuter Benefit Plans
Supplemental Voluntary Benefits ( e.g. Short-term and Long-term Disability, Whole Life Insurance, Legal Support, etc.)
6 Paid Holidays, Paid Time Off (varies), Wellness Time Off, Extended Illness
Retirement Plan
Tuition Assistance
Employee Assistance Program (EAP)
Valley Health LifeStyles Fitness Center Membership Discount
Day Care Discounts for Various Daycare Facilities