Supevisor, Access Center - SNHH - Full Time

11 Southern NH Medical Center; Nashua (NH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, dental, prescription, and vizs

Life insurance

Disability coverage

Tuition Reimbursement

401(k) Retirement Savings Plan

Job summary

Southern NH Medical Center is seeking an Access Center Supervisor to lead centralized scheduling operations and patient access call-center performance. You will provide coaching, quality monitoring, and workflow optimization while partnering with departmental leadership to support efficient operations and superior patient access.

The role also handles escalation of complex scheduling issues, oversees onboarding and staff development, and prepares KPI reports.

Qualifications

• Minimum of five (5) years of direct healthcare access or call center experience.
• Advanced knowledge of patient access operations.
• Advanced proficiency with Microsoft Office applications.
• Strong leadership and influence skills without direct reporting authority.
• Project management, process improvement and Lean training preferred.

Responsibilities

• Provide daily operational oversight of call center and scheduling workflows.
• Monitor service levels, queues, productivity, quality metrics, and KPIs.
• Coordinate staffing coverage and workflow assignments.
• Partner with leadership to improve workflow efficiency and satisfaction.
• Assist with onboarding, training, and ongoing staff development.
• Deliver coaching, mentoring, and real-time support to team members.
• Conduct quality audits and identify opportunities for improvement.
• Manage complex patient access and scheduling escalations.
• Prepare operational reports and KPI summaries.
• Maintain Epic and telephony system expertise.
• Perform responsibilities of Access Center Coordinator I-III.

Skills

Leadership

Coaching

Communication

Problem solving

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

Epic experience

NiCE experience

Job description

Who We Are:

Southern New Hampshire Health has been a cornerstone of the region since 1893, delivering high-quality, compassionate care close to home. Anchored by Southern New Hampshire Medical Center, a 188-bed, DNV‑accredited hospital in downtown Nashua with a Level III Trauma Center, Level II Special Care Nursery, and Magnet® designation for nursing excellence, we offer a full spectrum of services from primary care to advanced diagnostics and specialized treatments. Our medical staff includes over 500 providers from Foundation Medical Partners and local practices. Foundation Medical Partners, our multi‑specialty group, spans 70+ practices across southern New Hampshire and northern Massachusetts, providing coordinated, patient‑centered care to thousands each year.

About the Job:

The Access Center Supervisor serves as an operational leader supporting daily centralized scheduling operations and patient access call center performance. This role provides functional oversight, coaching, quality monitoring, workflow optimization, and service level management while partnering closely with departmental leadership to support efficient operations and exceptional patient access. The supervisor also performs the responsibilities of the Access Center Coordinator I‑III roles and serves as an escalation resource for complex scheduling and patient access concerns.

What You’ll Do:

• Provide daily operational oversight of call center and scheduling workflows.
• Monitor service levels, call queues, productivity, quality metrics, and key performance indicators.
• Coordinate staffing coverage and workflow assignments to support operational needs.
• Partner with leadership to improve workflow efficiency and enhance patient and team member satisfaction.
• Assist with onboarding, training, competency validation, and ongoing development of access center staff.
• Deliver coaching, mentoring, and real‑time support to team members.
• Conduct quality audits and identify opportunities for continuous improvement.
• Manage complex patient access and scheduling escalations.
• Analyze operational trends and recommend workflow enhancements.
• Collaborate with clinical departments to address scheduling and access challenges.
• Support new initiatives, technology implementations, and process improvement efforts.
• Serve as the operational designee during manager absences.
• Prepare operational reports and KPI summaries.
• Maintain expertise in Epic and telephony systems.
• Perform all responsibilities of the Access Center Coordinator I‑III roles.
• Complete other duties as assigned.

Who You Are / Requirements:

• High school diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Minimum of five (5) years of direct healthcare access or call center experience required, including advanced or lead‑level responsibilities.
• Advanced knowledge of patient access operations required.
• Advanced proficiency with Microsoft Office applications.
• Strong leadership and influence skills with the ability to guide teams without direct reporting authority.
• Ability to coach, mentor, and support employee development.
• Strong organizational, analytical, problem‑solving, and communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ability to analyze trends and identify opportunities for improvement.
• Ability to coordinate operations and effectively escalate issues when needed.
• Demonstrated initiative, adaptability, and flexibility in a changing environment.
• Strong commitment to quality improvement and customer service excellence.
• Epic experience strongly preferred.
• NiCE experience strongly preferred.
• Contact center experience preferred.
• Leadership or Lean training preferred.
• Knowledge of healthcare operations and analytics preferred.
• Project management, process improvement, and leadership skills preferred.

Why You’ll Love Us:

• Southern NH Medical Center is a 5‑time Magnet designated hospital
• Health, dental, prescription, and vision coverage for full‑time & part‑time employees
• Medical, dental, and vision coverage
• Life insurance
• Short‑ and long‑term disability
• Flexible Spending Accounts (FSA)
• Competitive pay
• Tuition Reimbursement
• Nursing Student Loan Paydown Program
• 403(b) Retirement Savings Plan
• Education & Paid training courses for continued career progression & So much more!

Work Shift: Full time | 40 hours/week | Days

SolutionHealth is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability status, veteran status, or any other characteristic protected by law.

SolutionHealth is an integrated health system uniquely focused on providing access to high‑value primary and specialty care that meets the growing needs of the communities we serve. Together, Southern New Hampshire Health and Elliot Health System, the founding members of SolutionHealth, are committed to innovative models of care and collaboration that improve the health and well‑being of more than half of million residents of our region. We start with committing to do the right thing, for each patient, always.