Access Operations Supervisor

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Work Shift

Day

Work Day(s)

Monday-Friday

Shift Start Time

8:00 AM

4:30 AM

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

The Patient Access Supervisor performs and assume all Tier 1-3 responsibilities (as needed). The (title) is responsible for providing leadership, training and coaching to the contact center staff. Ensures professional and courteous customer service throughout all contact center encounters with accuracy and efficiency. Provides operational leadership of Contact Center programs, including service support for Nurse Advice Line, Children’s Physician Group (e.g., telephones, scheduling, clinical communication), and other programs.

EDUCATION

• High school diploma, GED, or Equivalent

CERTIFICATION SUMMARY

• No professional certifications required

EXPERIENCE

• 5 years of experience in a healthcare setting
• 5 years of experience in customer service, hospitality or equivalent
• 3 years of healthcare scheduling

PREFERRED QUALIFICATIONS

• College or advanced degree
• Minimum of 2 years of supervisory experience in a contact center environment
• MS Suite
• Bilingual
• Healthcare Experience 
• Process Improvement
• Multi-specialty Scheduling
• Healthcare Scheduling
• Epic Revenue Cycle Experience
• Leadership Training
• KNOWLEDGE SKILLS & ABILITIES*
• Must type a minimum of 35 words per minute 
• Excellent interpersonal skills
• Mut possess strong verbal, written and phone communication skills
• Must have advanced understanding of medical terminology 
• Ability to work in high-volume, fast-paced environment
• Must be detail oriented
• Must be self directed   
• Must possess problem-solving skills      
• Proficient in call de-escalation 
• Critical thinker
• Time management
• Must be able to multi-task
• Must be able to prioritize tasks

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

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

2174 North Druid Hills Rd NE

Patient Access