Supervisor, Access & Navigation, Full Time, Day

About the Role

The Supervisor, Access & Navigation oversees the daily operations of the Access & Navigation Center and serves as a key liaison between the department and the departments, affiliates, and facilities it supports. This role ensures the effective integration of scheduling services with hospital and medical group operations. Responsibilities include developing and implementing policies and procedures, monitoring departmental performance, and supporting continuous improvement initiatives.

The position includes oversight of core functions such as scheduling, registration, pre-registration, quality assurance, training, patient satisfaction, and customer service. The Supervisor monitors call center KPIs and productivity, handles escalated calls, and ensures timely resolution and appropriate follow-up actions.

Responsibilities

• Oversee daily operations of the Access & Navigation Center.
• Serve as a liaison between the department and supported departments, affiliates, and facilities.
• Develop and implement policies and procedures for departmental operations.
• Monitor departmental performance and support continuous improvement initiatives.
• Manage core functions including scheduling, registration, pre-registration, quality assurance, training, patient satisfaction, and customer service.
• Monitor call center KPIs and productivity.
• Handle escalated calls and ensure timely resolution and follow-up.
• Assess patient volumes and prioritize/delegate work to address workflow fluctuations.
• Interpret data, identify trends, and provide actionable recommendations.

Requirements

• Associate’s degree required; Bachelor’s degree preferred.
• Minimum of three (3) years of progressive experience in healthcare business operations.
• Two (2) years in a team lead or supervisor role preferred.

Skills

• Excellent communication skills with the ability to engage clinical staff, patients, and internal and external stakeholders.
• Computer skills and the ability to navigate healthcare systems to obtain and manage critical information.
• Strong knowledge of customer service, scheduling, registration, and insurance verification/authorization processes within a healthcare setting.
• Ability to assess patient volumes and prioritize/delegate work to address workflow fluctuations.
• Analytical skills with the ability to interpret data, identify trends, and provide actionable recommendations.
• Self-motivated and detail-oriented, with the ability to communicate updates, changes, and performance feedback clearly and effectively.

Benefits

• Medical, Prescription, Dental & Vision Discount Program (Full Time/Part Time Employees).
• Group Term Life Insurance and AD&D (Full Time Employees).
• Flexible Spending Accounts and Commuter Benefit Plans.
• Supplemental Voluntary Benefits (e.g., Short-term and Long-term Disability, Whole Life Insurance, Legal Support, etc.).
• 6 Paid Holidays, Paid Time Off (varies), Wellness Time Off, Extended Illness.
• Retirement Plan.
• Tuition Assistance.
• Employee Assistance Program (EAP).
• Valley Health LifeStyles Fitness Center Membership Discount.
• Day Care Discounts for Various Daycare Facilities.

Pay

Pay Range: $70,699.20 - $88,379.20 (full-time equivalent, 1.0 FTE). Actual individual salaries vary depending on role, experience, education, and licensure.

Schedule

Day shift.

Location

960 MacArthur Blvd, Mahwah, NJ.