Supv, Priority Access

Emory Healthcare•Tucker, GA

About The Position

Emory Healthcares Priority Access Supervisor plays a vital role in the success of Patient Access. This role is the link between the section (physicians, administrator, managers, and staff) and the call center (Agents and Patient Access leadership). The overall function of the Supervisor is to support the development of team members into patient-centered, high-performing brand ambassadors focused on the delivery of excellent customer service in all patient interactions.

Requirements

Bachelors Degree and at least 2 years of experience in a customer service, hospitality, call center or sales environment OR equivalent combination of education and experience.

Responsibilities

Team Leadership: Interpersonal skills to interact with the Patient Access Associates and Specialists with perceptive listening skills to identify the concerns and take appropriate actions with employees who may need guidance or coaching.
Team Administration: Manage team's time and attendance in Kronos, applying the EHC Attendance Policy; and proactively manage and update agent adherence by submitting exceptions to Workforce Management within the established timeframe.
Quality Patient Care: Monitor and document a minimum of 2 calls per agent per month; provide feedback and coaching; and handle and resolve escalated calls as needed.
Clinic Interactions: Partner with the Clinic to update the wiki content regularly; and prepares, maintains and updates requested reports.
Process Improvement: Partners and proactively participates with all levels of leadership team on driving results in various initiatives and measurable categories