Supervisor Patient Access Contact Centers – Operator Services; M-F 11pm – 8am, hybrid – 3 days a week onsite

Overview

Be inspired. Be valued. Belong.

Benefits at Emory Healthcare include comprehensive health benefits starting day one, student loan repayment assistance and reimbursement programs, family-focused benefits, wellness incentives, ongoing mentorship, development, leadership programs, and more. On-call during shift 5K sign-on bonus (for external candidates).

Responsibilities

• Team Supervision & Support: Supervise daily activities of contact center front line staff to ensure timely and accurate patient access services; Provide real-time coaching, feedback, and support to staff; Monitor attendance, schedule adherence, and productivity
• Performance Monitoring: Track individual and team performance metrics (e.g., call handling time, resolution rate, and patient satisfaction) and identify performance gaps and implement corrective actions
• Training & Development: Assist with onboarding and training new staff; Support ongoing education and skill development for team members; Promote a culture of accountability, empathy, and service excellence
• Operational Execution: Ensure compliance with standardized workflows and organizational policies; Escalate operational issues and patient concerns to the Manager as needed; Participate in process improvement initiatives and team huddles
• Communication & Collaboration: Relay updates, policy changes, and performance expectations clearly and consistently; Collaborate with peers and leadership to ensure smooth operations

Qualifications

• Education: Bachelor's degree in Healthcare Administration, Business or related field, or combination of education and experience may be considered in lieu of degree
• Experience: 2+ years of relevant experience
• Knowledge, Skills, and Abilities (required): Strong interpersonal and communication skills; Ability to coach and motivate team members; Familiarity with contact center systems and performance metrics; Detail oriented with strong organizational skills; Commitment to patient-centered service and continuous improvement
• Preferred Qualifications: Bachelor's degree in Healthcare Administration, Business or related field; 4+ years' experience with at least 1 years in a management position

Physical Requirements

• Up to 25 lbs., 0-33% of the work day (occasionally)
• Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing)

Environmental Factors

• Factors affecting environmental conditions may vary depending on the assigned work area and tasks.
• Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required.
• Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.