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At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, leadership programs...and more *On call during shift *10K sign-on bonus (external candidate only) Description
The Supervisor of Patient Access Contact Centers is responsible for overseeing the daily activities of contact center staff to ensure efficient, high-quality service to patients and providers. This role provides direct supervision, coaching, and support to frontline team members, ensuring adherence to performance standards and operational procedures. The Supervisor plays a key role in maintaining a positive team environment and supporting continuous improvement initiatives.
Primary Duties and
Team Supervision & Support: Supervise daily activities of contact center front line staff to ensure timely and accurate patient access services; Provide real-time coaching, feedback, and support to staff; Monitor attendance, schedule adherence, and productivity Performance Monitoring: Track individual and team performance metrics (e.g., call handling time, resolution rate, and patient satisfaction) and identify performance gaps and implement corrective actions Training & Development: Assist with onboarding and training new staff; Support ongoing education and skill development for team members; Promote a culture of accountability, empathy, and service excellence Operational Execution: Ensure compliance with standardized workflows and organizational policies; Escalate operational issues and patient concerns to the Manager as needed; Participate in process improvement initiatives and team huddles Communication & Collaboration: Relay updates, policy changes, and performance expectations clearly and consistently; Collaborate with peers and leadership to ensure smooth operations Travel: None Work Type: Hybrid employee - splits time between working remotely and working in the office.
Education - Bachelor's degree in Healthcare Administration, Business or related field, combination of education and experience may be considered in lieu of degree Experience - 2+ years of relevant experience Knowledge, Skills, and Abilities (required): Strong interpersonal and communication skills Ability to coach and motivate team members Familiarity with contact center systems and performance metrics Detail oriented with strong organizational skills Commitment to patient-centered service and continuous improvement
Education - Bachelor's degree in Healthcare Administration, Business or related field Experience - 4+ years' experience with at least 1 years in a management position PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required.
Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.