Access Center Team Lead - Patient Services & Operations

Christiana Care Health System; Wilmington (DE); On-site; USD 32,000 - 47,000; Full time

Job summary

Christiana Care Health System in Delaware is seeking a Supervisor, Access Center to support daily operations 9a-5:30p. You will supervise Customer Service Specialists, monitor queues, and ensure service levels while maintaining confidentiality.

This role partners with the Director and Practice Leadership to optimize staffing, coaching, and performance metrics. Strong communication, mentoring, and process improvement are essential to drive patient and customer satisfaction.

Qualifications

• High school graduate; Certificate Program or Bachelor's Degree preferred, but not required.
• 5-7 years prior call center, customer service, medical office related experience and supervisory skills required.
• Healthcare call center experience preferred.
• Computer and keyboarding skill required.
• An equivalent combination of education and experience may be substituted.

Responsibilities

• Monitor practice queues, including customer and patient satisfaction, personnel management, quality management.
• Collaborate with Director and Practice Leadership to ensure staffing needs are met and address scheduling changes.
• Coordinate staff schedule and attendance, tracking hours and breaks; inform management of barriers to metrics.
• Provide daily supervision to Customer Service Specialists and be available for staff questions and guidance.
• Conduct daily/weekly huddles regarding performance to dashboards and SLAs.
• Perform call quality audits and coaching sessions; ensure compliance with policies and HIPAA/JCAHO.

Skills

Supervisory skills

Customer service excellence

Communication skills

Education

High school diploma

Bachelor's degree preferred

Tools

Keyboarding

Computer literacy

Job description

Christiana Care Health System in Delaware is seeking a Supervisor, Access Center to support daily operations 9a-5:30p. You will supervise Customer Service Specialists, monitor queues, and ensure service levels while maintaining confidentiality.

This role partners with the Director and Practice Leadership to optimize staffing, coaching, and performance metrics. Strong communication, mentoring, and process improvement are essential to drive patient and customer satisfaction.