Patient Access & Contact Center Operations Lead

CHILDREN'S HEALTHCARE OF ATLANTA CARDIOLOGY; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Children’s Cardiology, a subsidiary of Children’s Healthcare of Atlanta, is seeking a Manager, Contact Center and Access Operations in Atlanta. You will oversee daily operations, customer service, scheduling, performance management, and HR processes to improve patient access and team effectiveness.

You will set service goals, monitor metrics, lead improvement initiatives, and collaborate with Epic and PEDS360 users to ensure staff are trained and up to date on system upgrades.

Qualifications

• Bachelor’s degree in health management or related field required.
• Minimum of 5–7 years of call center and/or access operations administrative experience required.
• Minimum 3 years of supervisory experience.
• Demonstrated excellent customer service and interpersonal skills required.
• Proficient in Microsoft Office Suite with emphasis on Excel skills.
• Must possess a high level of analytical and problem-solving skills.
• Excellent oral and written communication.
• Proven attention to detail, organizational skills and follow-through discipline.
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Must possess a high level of confidentiality.

Responsibilities

• Manage and supervise the daily functions of all department staff including assisting with annual reviews and timecard management.
• Develop and monitor KPI related to contact center operations and patient access; produce reports.
• Develop data-driven staffing strategies to improve service levels and performance.
• Monitor access metrics and scheduling performance to optimize patient access.
• Lead access strategy, capacity planning, and scheduling optimization efforts.
• Oversee training and onboarding of new staff and monthly training.
• Participate on Epic and PEDS360 steering committees and ensure staff are trained on upgrades.
• Prepare and publish staff schedules including day, night, and weekend shifts.
• Establish and oversee internal policies and procedures for departmental effectiveness.
• Handle complex customer complaints or inquiries.
• Act as liaison with team leaders to gather information and resolve issues.
• Analyze performance statistics to maintain and improve quality.
• Source new equipment/technology to maintain demand; support other service lines.
• Maintain connections with community resources.
• Communicate call metrics to staff and organization.
• Perform other duties as assigned.

Skills

Customer service

Analytical skills

Written and verbal communication

Time management

Confidentiality

Education

Bachelor’s degree in health management or related field

Tools

Excel

Microsoft Office

Epic

PEDS360

Job description

Children’s Cardiology, a subsidiary of Children’s Healthcare of Atlanta, is seeking a Manager, Contact Center and Access Operations in Atlanta. You will oversee daily operations, customer service, scheduling, performance management, and HR processes to improve patient access and team effectiveness.

You will set service goals, monitor metrics, lead improvement initiatives, and collaborate with Epic and PEDS360 users to ensure staff are trained and up to date on system upgrades.