Supervisor, Call Center Operations

About the role

The Supervisor Patient Access Coordinator is responsible for carrying out the goals, objectives, plans and policies for the established areas of responsibility. They ensure that services provided within their area of responsibility are delivered within established quality and financial standards.

Responsibilities

• Maintains operational systems and employee performance to enhance patient satisfaction, operational efficiency, and effectiveness.
• Monitors and trains team members on advanced scheduling functions, processes, and workflows, including multidisciplinary and ancillary clinic scheduling, series scheduling, template management, strategic overbooking, and resource alignment.
• Serves as a liaison between multiple support services to assist patients in overcoming healthcare system barriers.

Requirements

• Through knowledge of Medical University Hospital Authority policies and procedures.
• Open and informative communication within the area of responsibility and with coordinating areas within the Medical Center.
• Supervisory experience required.
• Experience in a hospital setting preferred.
• Certified Healthcare Access Associate, Certified Revenue Cycle Specialist, or Certified Healthcare Access Management Certification preferred.

Qualifications

• Bachelor's degree from an accredited college/university and three years directly related healthcare leadership experience; or
• An associate's degree and four years directly related healthcare leadership experience; or
• A high school diploma or equivalent (GED) and five years directly related healthcare leadership experience.

Skills

• Knowledge and skill in the application of the techniques and practices of Patient Access Registration.
• Extensive knowledge of EPIC Cadence application, Patient Access reporting, Epic work queues, and subject matter expertise in Registration processes/workflows.

Benefits

• Health, dental, vision, and life insurance.
• Employer-sponsored retirement plan.
• Paid time off and extended sick leave.
• Paid parental leave.
• Disability insurance plan options.
• Continuous professional and clinical training.
• Competitive pay with annual merit increases.
• Wellbeing resources.
• Tuition reimbursement.
• Employee perks and discounts.
• Employee referral program.
• Flexible schedule options.
• Certification incentive program.