Supervisor - Patient Access Center

NYU Langone Hospitals; Florida; On-site; USD 70,000 - 90,000; Full time

Job summary

NYU Langone Florida is seeking a Supervisor for the Patient Access Center to lead and develop a team of Access Center Representatives. You will oversee daily workflow, quality monitoring, and performance management, while coaching staff and ensuring adherence to scheduling and service standards.

The role requires supervisory experience in a contact center, familiarity with EPIC EMR and PAC tools, and a focus on delivering high-quality patient experiences.

Qualifications

• Associate's degree with 1–3 years work experience or a high school diploma with 3+ years in a contact center
• 1+ year of direct supervisory/leadership experience in a contact center setting
• ACRIII or Lead ACR for at least 6 months
• Ability to meet performance goals and maintain attendance and reliability
• Experience using EPIC EMR and other PAC applications preferred

Responsibilities

• Supervise a team of Access Center Representatives (ACRs) and manage daily workflow
• Monitor quality, performance, and availability of ACRs
• Coach and develop ACRs including performance reviews and development plans
• Assist in scheduling, reporting, and trend analysis for PAC metrics
• Ensure adherence to scripts, directives, and training procedures
• Handle escalations and maintain effective communication across PAC leadership
• Promote NYU FGP service standards and CARES principles
• Support onboarding and integration of new staff
• Collaborate with other PAC leaders to optimize patient access processes

Skills

Leadership

Staff training

Quality monitoring

Communication

Education

Associate's degree with 1–3 years 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. In this role, the successful candidate will be 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. This position will lead, manage and support a team of ACRs to achieve consistent results. Provides direct supervision of and support to ACRs via monitoring of quality, performance, and availability. This includes, but is not limited to, participating in the development of ACRs, coaching and establishing individual development plans and routine performance reviews, assisting in managing workflow; reporting on trends; and collaborating 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 Patient Access Center 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; ensures constant feedback loop between ACR?s and leadership on changes made.
• Keep up‑to‑date on all communications/updates within the Patient Access Center and cascade to their 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 which ensure consistency with departmental standards of quality assurance. Supervisors will continue to build upon these sessions with daily feedback and weekly/monthly coaching.
• Responsible for supporting advanced scheduling workflows and processes inclusive of supporting multispecialty and specialty initiatives. Report trending errors to PAC leadership.
• Promote best practices with regard to 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.
• Understands and continuously monitors Key Performance Indicator (KPI) standards including but not limited to After Call Work (ACW), Average Handle Time (AHT), etc.
• Able to assist team members in managing conversations with a high level of sensitivity and uses good judgment when determining and documenting appropriate disposition.
• Motivates and inspires their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
• Promote and enforce the utilization of NYU FGP Healthcare systems, Patient Access Center (PAC) applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
• Lead and ensure compliance in multidisciplinary quality and service improvement teams, as appropriate. 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 their team members.
• Adheres to and enforces uniformly Access Center policies and procedures.
• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
• Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign‑Off).
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate.
• Works 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 anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.).
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
• Perform other duties as assigned particularly as it relates to the demands of the Patient Access Center.

Minimum Qualifications

To qualify you must have an Associate’s degree with 1‑3 years work experience or a High School Diploma with 3 years work experience preferably in a Contact center Setting.

At least 1 year of direct experience in a Supervisory/leadership role, preferably in an inbound Contact center.

Must be an ACRIII or Lead ACR for a minimum of 6 months.

Must be meeting the performance goals required for your currency.

No corrective action (Written/Final Written) within the last 6 months.

Must be able to work a full‑time schedule between the hours of 5:00 am‑5:00 pm.

No issues with attendance.

Preferred Qualifications

Experience managing within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred.

Additional Information

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Florida provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time‑off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well‑being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.

Know Your Rights: Workplace discrimination is illegal.