Access Operations Supervisor

10 Children's Healthcare of Atlanta, Inc.; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Children's Healthcare of Atlanta seeks a Patient Access Supervisor to lead the contact center team, providing guidance, coaching and ensuring high-quality patient service. The role oversees scheduling, nurse advice line support, and related programs with a focus on accuracy and efficiency.

Ideal candidates bring healthcare experience, strong communication and leadership skills, and a commitment to patient-first service in a high-volume setting.

Qualifications

• Must have strong people leadership and coaching abilities.
• Experience in a healthcare setting and scheduling is preferred.
• Must type a minimum of 35 words per minute and demonstrate clear communication.

Responsibilities

• Performs and assumes Tier 1-3 responsibilities, as needed.
• Oversees daily operations and ensures adequate staffing.
• Monitors daily workload through workflow management and maintains SLA.
• Provides departmental support and covers shifts when needed.
• Manages staff performance, coaching, and development.
• Leads special projects and drives process improvements.

Skills

Staff supervision

Customer service

Communication

Medical terminology

Education

High school diploma

Tools

MS Suite

Job description

Job Description

The Patient Access Supervisor performs and assume all Tier 1-3 responsibilities (as needed). The (title) is responsible for providing leadership, training and coaching to the contact center staff. Ensures professional and courteous customer service throughout all contact center encounters with accuracy and efficiency. Provides operational leadership of Contact Center programs, including service support for Nurse Advice Line, Children's Physician Group (e.g., telephones, scheduling, clinical communication), and other programs.

EDUCATION

• High school diploma, GED, or Equivalent

CERTIFICATION SUMMARY

No professional certifications required

EXPERIENCE

• 5 years of experience in a healthcare setting
• 5 years of experience in customer service, hospitality or equivalent
• 3 years of healthcare scheduling

PREFERRED QUALIFICATIONS

• College or advanced degree
• Minimum of 2 years of supervisory experience in a contact center environment
• MS Suite
• Bilingual
• Healthcare Experience
• Process Improvement
• Multi-specialty Scheduling
• Healthcare Scheduling Epic
• Revenue Cycle Experience
• Leadership Training

KNOWLEDGE SKILLS & ABILITIES*

• Must type a minimum of 35 words per minute
• Excellent interpersonal skills
• Mut possess strong verbal, written and phone communication skills
• Must have advanced understanding of medical terminology
• Ability to work in high-volume, fast-paced environment
• Must be detail oriented
• Must be self directed
• Must possess problem-solving skills
• Proficient in call de-escalation
• Critical thinker
• Time management
• Must be able to multi-task
• Must be able to prioritize tasks

JOB RESPONSIBILITIES

• Performs and assumes Tier 1-3 responsibilities, as needed.
• Oversees daily operations and ensures adequate staffing.
• Monitors daily workload through workflow management.
• Provides necessary departmental support and covers various shifts, when needed.
• Maintains competency in all areas of responsibility.
• Monitors Contact Center metrics and enacts appropriate measures to ensure effective and efficient operations.
• Troubleshoots service issues by researching interactions, performing root cause analysis and seeking successful resolution.
• Develops and maintains staff orientation manuals, skills checklist, policy and procedures, disaster recovery documentation and guidelines.
• Takes action to ensure development of staff.
• Ensures each team member is adept at each process within the department.
• Conducts hiring, performance appraisals, and disciplinary process for all staff, including coaching and feedback concerning areas for development and accomplishments.
• Owns and delivers upon special projects and tasks.
• Manages daily operations of the staff, including but not limited to - work assignments, task management, time tracking/management, and on-the-job training, in accordance with SLA.
• Effectively leverages contact center reporting tools and resources to meet all service level standards.
• Creates a positive work environment for employees through goals setting, team building, coaching and constructive feedback.
• Encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance.
• Other duties as assigned

Children's Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

Primary Location Address 2174 North Druid Hills Rd NE

Job Family Patient Access Children's Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children's is dedicated to making kids better today and healthier tomorrow. With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children's is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children's offers access to more than 60 pediatric specialties and programs and is ranked among the top children's hospitals in the country by U.S. News & World Report. Children's has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. Have questions about the recruitment process?