Supervisor, Priority Access

Emory Healthcare•Tucker, GA

About The Position

The Priority Access Supervisor plays a vital role in the success of Patient Access by serving as the key link between clinical operations (physicians, administrators, managers, and staff) and the call center (agents and Patient Access leadership). This role is responsible for leading, developing, and supporting team members to become patient-centered, high-performing brand ambassadors focused on delivering exceptional customer service across all patient interactions. The Supervisor ensures operational efficiency, staff engagement, and alignment with Emory Healthcare standards.

Requirements

Bachelor’s degree required.
Minimum of two (2) years of experience in customer service, hospitality, call center, or sales environment; OR
Equivalent combination of education and relevant experience may be considered.
Strong leadership, coaching, and team development skills.
Excellent interpersonal and communication skills.
Ability to manage performance, address challenges, and drive results.
Strong organizational and time management skills.
Ability to work in a fast-paced, high-volume environment.
Proficiency with workforce management tools (e.g., Kronos) and call center systems.
Strong problem-solving and decision-making abilities.

Responsibilities

Lead, coach, and develop Patient Access Associates and Specialists to ensure high performance and service excellence.
Utilize strong interpersonal and listening skills to identify employee concerns and provide appropriate coaching and support.
Foster a positive, collaborative, and high-performing team environment.
Manage team time and attendance using Kronos in accordance with Emory Healthcare attendance policies.
Monitor and manage agent adherence, submitting exceptions to Workforce Management within established timeframes.
Ensure appropriate staffing levels to meet operational demands.
Monitor and evaluate call quality by reviewing a minimum of two (2) calls per agent per month.
Provide ongoing feedback, coaching, and performance improvement support.
Handle and resolve escalated calls to ensure a positive patient experience.
Serve as a liaison between the call center and clinic operations.
Partner with clinic teams to maintain and update workflow documentation (e.g., wiki content).
Prepare, maintain, and distribute operational reports as requested.
Collaborate with leadership to drive process improvements and operational efficiency.
Support initiatives aimed at improving performance metrics and patient satisfaction.
Monitor key performance indicators (KPIs) and contribute to achieving departmental goals.
Perform other duties as assigned to support Patient Access operations and organizational priorities.