Supervisor Patient Access Contact Centers – Operator Services; Sun - Thur 8-5pm, hybrid – 3 days a week onsite, on call during shift

Overview

Be inspired. Be valued. Belong. 

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

Description

RESPONSIBILITIES:

• 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 Responsibilities:

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.

MINIMUM QUALIFICATIONS:

• 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

Preferred Qualifications:

• 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.