Patient Access Center Supervisor

11 Southern NH Medical Center; Nashua (NH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, dental, prescription, and vizs

Life insurance

Disability coverage

Tuition Reimbursement

401(k) Retirement Savings Plan

Job summary

Southern NH Medical Center is seeking an Access Center Supervisor to lead centralized scheduling operations and patient access call-center performance. You will provide coaching, quality monitoring, and workflow optimization while partnering with departmental leadership to support efficient operations and superior patient access.

The role also handles escalation of complex scheduling issues, oversees onboarding and staff development, and prepares KPI reports.

Qualifications

• Minimum of five (5) years of direct healthcare access or call center experience.
• Advanced knowledge of patient access operations.
• Advanced proficiency with Microsoft Office applications.
• Strong leadership and influence skills without direct reporting authority.
• Project management, process improvement and Lean training preferred.

Responsibilities

• Provide daily operational oversight of call center and scheduling workflows.
• Monitor service levels, queues, productivity, quality metrics, and KPIs.
• Coordinate staffing coverage and workflow assignments.
• Partner with leadership to improve workflow efficiency and satisfaction.
• Assist with onboarding, training, and ongoing staff development.
• Deliver coaching, mentoring, and real-time support to team members.
• Conduct quality audits and identify opportunities for improvement.
• Manage complex patient access and scheduling escalations.
• Prepare operational reports and KPI summaries.
• Maintain Epic and telephony system expertise.
• Perform responsibilities of Access Center Coordinator I-III.

Skills

Leadership

Coaching

Communication

Problem solving

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

Epic experience

NiCE experience

Job description

Southern NH Medical Center is seeking an Access Center Supervisor to lead centralized scheduling operations and patient access call-center performance. You will provide coaching, quality monitoring, and workflow optimization while partnering with departmental leadership to support efficient operations and superior patient access.

The role also handles escalation of complex scheduling issues, oversees onboarding and staff development, and prepares KPI reports.