Access Center / PCHA Supv

Job Summary:

Oversees a team of representatives answering calls for the Access Center or Physician & Community Health Access, prioritizing superior customer service to enhance patient experience.

Education/Experience:

• Bachelor’s degree preferred.
• Healthcare experience preferred.
• Prior supervisory experience preferred.
• Proven ability to set clear objectives and lead the team in achieving them.

Reports To:

Access Center Manager / PCHA Manager

Key Responsibilities:

1. Supervises, monitors, and supports front-line staff daily; adjusts schedule as needed.
2. Ensures team is trained on scheduling guidelines, policies, and protocols.
3. Assists with calls and scheduling during peak or low staffing times.
4. Maintains knowledge of scheduling and healthcare systems (SPOK, Wake-on-Call, Encompass).
5. Resolves internal and external inquiries efficiently.
6. Analyzes and resolves issues promptly.
7. Sets realistic goals and holds team accountable for meeting performance standards.
8. Conducts Quality Assurance audits and Performance Evaluations.
9. Prepares and shares monthly reports.
10. Represents department in meetings as needed.
11. Maintains professionalism and confidentiality at all times.

Skills & Qualifications:

• Excellent verbal and written communication skills.
• Strong problem-solving, time management, and organizational skills.
• Ability to handle demanding and stressful situations calmly.
• Self-motivated, capable of working independently.
• Effective with all levels of internal and external interactions.

Work Environment:

• Fast-paced, 24/7 call center with interruptions and competing demands.

Physical Requirements:

• Frequent sitting, with occasional standing, walking, and lifting up to 20 lbs.

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.

This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.