Supervisor, Access & Navigation, Full Time, Day

Valley Health System; Mahwah (NJ); On-site; USD 71,000 - 88,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

Life Insurance & AD&D

Flexible Spending Accounts

Disability benefits

Paid holidays & PTO

Retirement Plan

Tuition Assistance

Employee Assistance Program

Fitness Center Discount

Daycare discounts

Job summary

Valley Health System in Mahwah, NJ is seeking a Supervisor to lead the daily operations of the Access & Navigation Center, coordinating scheduling, registration and patient flow with hospital and medical group operations. This role emphasizes policy implementation, performance monitoring, QA, and staff training to ensure service excellence.

The position focuses on call center KPI management, escalation handling, and timely issue resolution, with collaboration across departments to optimize

Qualifications

• Associates degree required; Bachelor's preferred.
• Minimum 3 years in healthcare business operations.
• 2 years in a team lead or supervisor role preferred.
• Experience with scheduling, registration, and insurance processes.

Responsibilities

• Oversee scheduling, registration, pre-registration, QA, training and patient satisfaction.
• Monitor call center KPIs and productivity; handle escalated calls.
• Develop and implement policies and procedures; drive continuous improvement.
• Coordinate with clinical and administrative departments to optimize workflow.

Skills

Excellent communication

Healthcare systems navigation

Customer service knowledge

Workload prioritization

Analytical skills

Detail oriented

Education

Associates degree

Bachelor's degree preferred

Job description

Position Summary

The Supervisor, Access & Navigation oversees the daily operations of the Access & Navigation Center and serves as a key liaison between the department and the departments, affiliates, and facilities it supports. This role ensures the effective integration of scheduling services with hospital and medical group operations. The Supervisor is responsible for developing and implementing policies and procedures, monitoring departmental performance, and supporting continuous improvement initiatives.

The position includes oversight of core functions such as scheduling, registration, pre-registration, quality assurance, training, patient satisfaction, and customer service. Additionally, the Supervisor monitors call center KPIs and productivity and handles escalated calls, ensuring timely resolution and appropriate follow-up actions.

Education

Associates degree required. Bachelor's degree preferred.

Experience

Minimum of three (3) years of progressive experience in healthcare business operations. Two (2) years in a team lead or supervisor role preferred.

Skills

• Excellent communication skills with the ability to effectively engage clinical staff, patients, and internal and external stakeholders
• Computer skills and the ability to navigate healthcare systems to obtain and manage critical information
• Strong knowledge of customer service, scheduling, registration, and insurance verification/authorization processes within a healthcare setting
• Ability to assess patient volumes and prioritize/delegate work to address workflow fluctuations
• Analytical skills with the ability to interpret data, identify trends, and provide actionable recommendations
• Self-motivated and detail-oriented, with the ability to communicate updates, changes, and performance feedback clearly and effectively

Job Location

960 MacArthur Blvd Mahwah NJ Access & Navigation

Shift

Day (United States of America)

Benefits

• Medical/Prescription, Dental & Vision Discount Program (Full Time/Part Time Employees)
• Group Term Life Insurance and AD&D(Full Time Employees)
• Flexible Spending Accounts and Commuter Benefit Plans
• Supplemental Voluntary Benefits ( e.g. Short-term and Long-term Disability, Whole Life Insurance, Legal Support, etc.)
• 6 Paid Holidays, Paid Time Off (varies), Wellness Time Off, Extended Illness
• Retirement Plan
• Tuition Assistance
• Employee Assistance Program (EAP)
• Valley Health LifeStyles Fitness Center Membership Discount
• Day Care Discounts for Various Daycare Facilities

Salary

Joining Valley Health System means becoming part of a dedicated team that values the highest quality of care in a supportive environment. In our commitment to high performance and reliability, we encourage and recognize exceptional individual performance through our industry leading compensation practices including a starting salary and benefits in accordance with your role, experience, education, and licensure. Actual individual salaries vary depending on these factors. The salary listed does not include other forms of compensation or benefits.

Pay Range: $70,699.20 - $88,379.20

The posted pay range reflects the compensation for a full-time equivalent (1.0 FTE)

EEO Statement

Valley Health System does not discriminate on the basis of ancestry, age, atypical hereditary cellular or blood trait, civil union status, color, creed, disability, domestic partnership, gender, gender identity or expression, familial status, genetic information, liability for service in the Armed Forces of the United States, marital status, medical condition or illness, mental or physical handicap, national origin, nationality, perceived disability, pregnancy, race, refusal to submit to genetic testing or make available results of such tests, religion, sex, sexual orientation, veteran’s status or any other protected basis, in accordance with all applicable Federal, State and Local laws. This applies to all areas of employment, including recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment.