Supervisor - Patient Access Center, Boynton Beach, Florida

NYU Langone Health; Boynton Beach (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Wellness programs

Equal opportunity employer

Job summary

NYU Langone Florida seeks a Supervisor – Patient Access Center to lead a team of Access Center Representatives (ACRs) and ensure top-tier patient access. You will oversee training, quality monitoring, scheduling workflows, and collaboration with PAC leaders for consistent, high-quality results.

The role requires 1–3 years of supervisory experience in a contact center and an associate’s degree (or equivalent).

Qualifications

• Associate’s degree with 1–3 years of supervisory/leadership experience in a contact center (or HS with 3+ years).
• Experience guiding scheduling workflows and multi-specialty initiatives.
• Ability to train, coach, and evaluate Access Center Representatives (ACRs).
• Familiarity with EPIC EMR and PAC applications is preferred.

Responsibilities

• Supervise a team of Access Center Representatives, managing daily tasks and workload.
• Lead quality monitoring, performance evaluation, and workflow management for PAC.
• Assist ACRs in using EPIC EMR, Verint, Salesforce, Cisco, and other PAC tools.
• Support scheduling processes and ensure adherence to KPI targets (ACW, AHT).
• Promote best practices in patient access and scheduling across NYU FGP specialties.

Skills

Supervisory experience

Call center

Leadership

Quality monitoring

Communication

Education

Associate’s degree or equivalent

High School Diploma with experience

Tools

EPIC EMR

Verint

Salesforce

Cisco

Job description

Position Summary

We have an exciting opportunity to join our team as a Supervisor – Patient Access Center. This supervisor role is responsible and accountable for supervising a team of Access Center Representatives (ACRs) and their activities to ensure that the organization’s vision and business objectives are met. The position leads, manages, and supports a team of ACRs to achieve consistent results, providing direct supervision and support through quality monitoring, performance evaluation, workflow management, trend reporting, and collaboration with other Patient Access Center (PAC) leaders.

Job Responsibilities

• Ensure that ACRs are trained appropriately, follow correct procedures, and maintain a high degree of quality work. Work with other PAC leaders to manage daily work assignments and workflow.
• Provide support to the PAC by participating in regular quality monitoring, supporting PAC metrics and performance management, report generation, intra‑day schedule adherence, and quality monitoring of assigned ACRs.
• Assist ACRs in understanding and using EPIC EMR, Verint, Salesforce, Cisco, and other PAC applications.
• Assist in ensuring all scripts and critical directives for scheduling remain current and ensure a constant feedback loop between ACRs and leadership on changes made.
• Keep up‑to‑date on all communications/updates within the Patient Access Center and cascade them to teams when appropriate and in a manner that ensures understanding and compliance.
• Serve as the first point of escalation and respond to ACR inquiries via group chat or in person interactions directly related to answering questions while agents are taking calls.
• Ensure adherence to quality calibration sessions that provide consistency with departmental standards of quality assurance. Supervisors build upon these sessions with daily feedback and weekly/monthly coaching.
• Support advanced scheduling workflows and processes, including multispecialty and specialty initiatives, and report trending errors to PAC leadership.
• Promote best practices for physician protocols to schedule appointments for NYU FGP specialties and meet established Access Center performance goals.
• Assist in hiring and onboarding new employees as required.
• Understand and continuously monitor Key Performance Indicator (KPI) standards such as After Call Work (ACW), Average Handle Time (AHT), etc.
• Assist team members in managing conversations with sensitivity and good judgment, documenting appropriate dispositions.
• Motivate and inspire the team by creating an environment that promotes positive communication, encourages bonding, and demonstrates flexibility.
• Promote and enforce the utilization of NYU FGP Healthcare systems, PAC applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, and perform specific scheduling functions.
• Complete call processing efficiently, remain aware of call volumes, and work as part of the team to handle the call volumes.
• Lead and ensure compliance in multidisciplinary quality and service improvement teams, and may be called upon to lead trainings to agents on new practices or refresher trainings.
• Provide an excellent experience to NYU FGP patients, customers, and providers.
• Demonstrate regular, consistent, and punctual attendance and enforce the same adherence with team members.
• Adhere to and enforce uniformly Access Center policies and procedures.
• Serve as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience at every encounter.
• Drive consistency in every patient and colleague encounter by embodying the core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign‑Off).
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate.
• Work collaboratively with colleagues and site leadership to ensure a positive experience and timely resolution for all patient interactions and inquiries, whether in person, by phone or via electronic messaging.
• Proactively anticipate patient needs, participate in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Share ideas or observed areas of opportunity to improve patient experience and patient access, such as ways to optimize provider schedules, minimize delays, or increase employee engagement.
• Partner with the Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Take a proactive approach to ensure that practice staff are fully versed in the Access Agreement gold standard principles.
• Perform other duties as assigned, particularly as they relate to the demands of the Patient Access Center.

Minimum Qualifications

Associate’s degree with 1‑3 years of work experience or a High School Diploma with 3 years of work experience, preferably in a contact‑center setting. At least 1 year of direct supervisory/leadership experience in an inbound contact center, and a minimum of 6 months as an ACRIII or Lead ACR. Must be meeting current performance goals, have no written or final written corrective action within the last 6 months, be able to work a full‑time schedule between 5:00 am and 5:00 pm, and have no attendance issues.

Preferred Qualifications

Experience managing within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred. Qualified candidates must be able to effectively communicate with all levels of the organization.

Benefits

NYU Langone Florida provides its staff with comprehensive benefits and wellness programs that include financial security benefits, a generous time‑off program, employee resource groups, and a holistic wellness program focused on physical, mental, nutritional, sleep, social, financial, and preventive care. All employees also have access to resources that support career development, family life, and retirement planning. NYU Langone Florida is an equal‑opportunity employer committed to inclusion. View Know Your Rights: Workplace discrimination is illegal.