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

Emory Healthcare•Tucker, GA

6d•$34 - $41•Hybrid

About The Position

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. This role provides direct supervision, coaching, and support to frontline team members, ensuring adherence to performance standards and operational procedures. The Supervisor plays a key role in maintaining a positive team environment and supporting continuous improvement initiatives.

Requirements

Bachelor's degree in Healthcare Administration, Business or related field, combination of education and experience may be considered in lieu of degree
2+ years of relevant experience
Strong interpersonal and communication skills
Ability to coach and motivate team members
Familiarity with contact center systems and performance metrics
Detail oriented with strong organizational skills
Commitment to patient-centered service and continuous improvement

Nice To Haves

Bachelor's degree in Healthcare Administration, Business or related field
4+ years' experience with at least 1 years in a management position

Responsibilities

Supervise daily activities of contact center front line staff to ensure timely and accurate patient access services
Provide real-time coaching, feedback, and support to staff
Monitor attendance, schedule adherence, and productivity
Track individual and team performance metrics (e.g., call handling time, resolution rate, and patient satisfaction) and identify performance gaps and implement corrective actions
Assist with onboarding and training new staff
Support ongoing education and skill development for team members
Promote a culture of accountability, empathy, and service excellence
Ensure compliance with standardized workflows and organizational policies
Escalate operational issues and patient concerns to the Manager as needed
Participate in process improvement initiatives and team huddles
Relay updates, policy changes, and performance expectations clearly and consistently
Collaborate with peers and leadership to ensure smooth operations