Supervisor, Call Center - Patient Access Operations

Overview

The Access Management Operations Supervisor will oversee day-to-day operations of call center patient referral intake process and all Access Management Agents, including daily contact with patients, clinical staff, physician offices and other healthcare providers.

 

This individual will also be responsible for monitoring productivity, quality metrics, and SLA performance. Responsible for the overall patient referral intake process, this position involves friendly and courteous, direct patient contact via telephone, as well as friendly contact with all clinic staff.

 

As a nationwide contact center, we are seeking candidates with open schedule availability for work hours between 6:00am and 10:00pm.  Saturday hours may be required.

 

We are seeking candidates with experience working in a healthcare contact/call center environment managing teams of 20+ employees in a remote setting. 

Responsibilities

• Responsible for all aspects of Agent hiring, training, and termination for their span of control within the broader department. • Serve as liaison between Clinic Staff, and Access Management Agents to resolve issues related to referral intake, registration, and scheduling • Continuously analyze departmental needs and suggest ways to improve productivity, accuracy, and quality; while communicating new policies, workflows and expectations with all direct reports. • Demonstrate a dedication to exceptional customer service and company goals. Drive this expectation to department team members to maintain department standards for quality, SLA adherence, and workplace discipline • Responsible for handling issues escalated by Agents or patients through to resolution.• Oversee day to day Agent performance management along with overseeing the annual review process for Access Management Agent staff• Partner with field operations district leaders to align on goals, targets, and market needs• Provide ongoing monitoring of quality provided by Access Management Agent Staff in partnership with QA teams. Support training of for Access Management direct reports in partnership with department Trainers.

Qualifications

Minimum EducationRequired:• High School graduate Preferred:• Bachelor’s degree in related field

 

Minimum ExperienceRequired:• 2+ years working in a healthcare patient intake role or related field• 1+ year experience as a senior agent or relevant experience as a team leadPreferred:• 5+ years’ experience working in a healthcare contact center environment• Previous experience managing teams of 20+ employees in a remote setting. • History of managing metrics and patient outcomes

 

Knowledge Skills and Abilities• Professional presence – with both peers and managers• Proficient in ATI’s application suite (e.g. Touchstone, Scheduler)• Strong communication skills up, down and across the management chain• Proficient with Microsoft word, Excel, Power Point and Teams• Works well in a team environment• Strong time management skills• Ability to organize and manage multiple priorities• Strong presentation skills• Strong executive presence• Maintain a positive attitude despite challenges• Strong leadership ability• Able to motivate others to do their best• Able to modify teaching style based on learner’s needs

Virtual Employee?

Yes

Salary Range

$52475-$62824 Annual

Location/Org Data : Dept Number

CORPIL