Supervisor Outpatient Access Center

About the role

The HCS Outpatient Access Center Supervisor manages the day-to-day operations of the Outpatient Access Center, providing supervision and direction to a team of outpatient access specialists skilled in customer service and critical thinking in a fast-paced environment.

This role ensures processes are conducted efficiently and with high quality to meet patient experience, departmental, and organizational goals while adhering to protocols and patient privacy regulations.

Responsibilities

• Manages department HR functions, including staff recruitment, hiring, orientation, training, performance evaluations, and employee discipline in accordance with UNCHCS policies.
• Maintains employee attendance records and approves timecards.
• Oversees staff relations, including performance management, staff satisfaction, and conflict resolution.
• Works with the Staff Development Specialist to document new or revised procedures and ensures staff competency through orientation and ongoing QA reviews.
• Leads or participates in team projects, intra-departmental initiatives, task forces, and leadership meetings.
• Develops and implements process improvement plans.
• Serves as an internal and external representative and leadership role with stakeholders across the healthcare system.
• Resolves patient and provider complaints in a timely manner with favorable solutions.
• Develops and communicates policies and procedures to accomplish objectives.
• Establishes priorities, work schedules, and directs workflow within the unit.
• Provides input to the departmental budget process and monitors fiscal accountability.
• Oversees operational supervision of processes for UNCHCS and external healthcare facilities to meet goals related to value care, patient engagement, experience, provider relations, and customer service satisfaction.
• Resolves work problems using operational, technical, and program knowledge.
• Performs routine and ad-hoc analyses, audits, reporting, and workflow studies to ensure operational efficiency and departmental readiness for growth.
• Develops specialty reporting for tracking, trending, and forecasting staffing needs.
• Keeps leadership informed of departmental operations related to HR, training, metrics, and staff performance.
• Collaborates with various departments, including ISD, Telecom, PQI, Privacy Office, HIM, PLC, Revenue Cycle, and clinic leadership teams.
• Assists in developing departmental standards and objectives that support UNCHCS organizational access goals.

Requirements

• High School Diploma or GED required; Associate’s degree preferred.
• At least two years of supervisory experience; healthcare setting experience strongly preferred.

Pay

$26.85 - $38.61 per hour (Hiring Range). Pay offers are determined by experience and internal equity.

Schedule

• Full Time
• Standard Hours Per Week: 40.00
• Day shift
• Work Assignment Type: Remote