Access Center Supervisor: Scheduling & Patient Access Lead

Southern New Hampshire Health System; Nashua (NH); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

Life insurance

Disability insurance

Tuition reimbursement

Retirement savings plan (403(b))

FSA

Job summary

Southern New Hampshire Health System in Nashua, NH seeks an Access Center Supervisor to lead centralized scheduling and patient access call center operations. You will coach staff, monitor KPIs, and partner with leaders to drive efficient service.

Responsibilities include coaching, onboarding, workflow optimization, and handling escalations. Epic and telephony system experience are preferred, with strong leadership and communication required.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Minimum of five (5) years of direct healthcare access or call center experience with lead-level responsibilities.
• Advanced knowledge of patient access operations required.
• Advanced proficiency with Microsoft Office applications.
• Strong leadership and influence skills with ability to guide teams without direct reporting authority.

Responsibilities

• Provide daily operational oversight of call center and scheduling workflows.
• Monitor service levels, call queues, productivity, quality metrics, and KPIs.
• 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.
• Deliver coaching, mentoring, and 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 improvements.

Skills

Leadership

Coaching

Communication

Analytical

MS Office

Epic

NICE

Telephony

Process Improvement

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

Epic

NICE

MS Office

Job description

Southern New Hampshire Health System in Nashua, NH seeks an Access Center Supervisor to lead centralized scheduling and patient access call center operations. You will coach staff, monitor KPIs, and partner with leaders to drive efficient service.

Responsibilities include coaching, onboarding, workflow optimization, and handling escalations. Epic and telephony system experience are preferred, with strong leadership and communication required.