Supervisor, Patient Access

Loyola Medicine, a member of Trinity Health, is a nationally ranked academic, quaternary care system based in Chicago's western suburbs. With its main campus at Loyola University Medical Center, Loyola Medicine is part of a comprehensive three-hospital system including Loyola University Medical Center, Gottlieb Memorial Hospital, and MacNeal Hospital.

About the role

Under the supervision of the Manager, the supervisor coordinates and maintains daily operational activities, including supervision of patient access representatives and team leads to promote efficiency, optimal customer service, and adherence to performance metrics. Establishes and maintains partnerships by regularly collaborating with clinical partners to achieve aligned goals. Responsible for staff adherence to system policies and procedures as well as budgetary monitoring and ensuring operational activity.

The Patient Access Center is comprised of Switchboard Operations, Physician Answering Service, Appointment Scheduling, and Physician Referral. The Center receives approximately 10,000 incoming calls per day that need to be assessed and handled in a manner that exceeds the caller’s expectation. Problem solving, quality monitoring, and a strong customer service ethic are essential skills needed for the position of supervisor.

Responsibilities

• Coordinate and maintain daily operational activities
• Supervise patient access representatives and team leads
• Promote efficiency, optimal customer service, and adherence to performance metrics
• Collaborate with clinical partners to achieve aligned goals
• Ensure staff adherence to system policies and procedures
• Monitor budget and operational activity
• Handle approximately 10,000 incoming calls per day with a focus on exceeding caller expectations

Requirements

• Required: Bachelor’s Degree OR equivalent training acquired via work experience or education
• Preferred: Bachelor’s Degree in Communication, Business, or other related field
• Minimum 3-5 years of previous job-related experience
• Preferred: 6-10 years of previous job-related experience
• 3-5 years of managerial experience

Schedule

• Shift: 7:00 AM – 3:30 PM
• Weekend and holiday coverage required
• On-call requirement

Pay

Pay range: $22.96/hr - $36.74/hr. Actual compensation will fall within the range but may vary based on factors such as experience, qualifications, education, location, licensure, certification requirements, and comparisons to colleagues in similar roles.

Benefits

• Benefits from day one
• DailyPay: Work today, get paid today
• Tuition reimbursement
• Competitive shift differentials
• Referral rewards
• 403(b) with employer match
• Career growth opportunities

For more details, visit Trinity Health Benefits Summary.