Patient Access Operations Leader

Children's Healthcare of Atlanta; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Children’s Healthcare of Atlanta is seeking a Patient Access Supervisor to lead the contact center team in a high-volume environment. The role provides training, coaching, and operational leadership for Nurse Advice Line, scheduling, and clinical communications.

You will oversee staffing, manage daily workflows, monitor service levels, and drive process improvement while ensuring exceptional patient service across all touchpoints.

Qualifications

• High school diploma or equivalent required.
• 5 years of experience in healthcare setting.
• 5 years of experience in customer service, hospitality or equivalent.
• 3 years of healthcare scheduling.
• Bilingual preferred.
• Must type a minimum of 35 words per minute.

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,.</br>Encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance.
• Other duties as assigned

Skills

35 words per minute typing

Interpersonal skills

Verbal and written communication

Problem-solving

Education

High school diploma or equivalent

Tools

MS Suite

Epic Revenue Cycle Experience

Job description

Children’s Healthcare of Atlanta is seeking a Patient Access Supervisor to lead the contact center team in a high-volume environment. The role provides training, coaching, and operational leadership for Nurse Advice Line, scheduling, and clinical communications.

You will oversee staffing, manage daily workflows, monitor service levels, and drive process improvement while ensuring exceptional patient service across all touchpoints.