Supervisor Patient Access Contact Centers – Operator Services; Sun - Thur 8-5pm, hybrid – 3 days a week onsite, on call during shift

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.

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

• Education: Bachelor's degree in Healthcare Administration, Business or related field
• Experience: 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

• 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