Supervisor, Call Center- Access Management Operations

The Access Management - Call Center Operations Supervisor will oversee day-to-day operations of patient referral intake process and all Access Management Agents, including daily contact with patients, clinical staff, physician offices and other healthcare providers. This individual will also be responsible for monitoring productivity, quality metrics, and SLA performance. Responsible for the overall patient referral intake process, this position involves friendly and courteous, direct patient contact via telephone, as well as friendly contact with all clinic staff. Saturday hours may be required.

What you bring to be successful/qualifications include:
• Leadership experience in a contact/call center setting required.
• 5+ years’ experience working in a healthcare contact center environment.
• Previous experience managing teams of 20+ employees in a remote setting.
• History of managing metrics and patient outcomes.

• Responsible for all aspects of Agent hiring, training, and termination for their span of control within the broader department.
• Serve as liaison between Clinic Staff, and Access Management Agents to resolve issues related to referral intake, registration, and scheduling
• Continuously analyze departmental needs and suggest ways to improve productivity, accuracy, and quality; while communicating new policies, workflows and expectations with all direct reports.
• Demonstrate a dedication to exceptional customer service and company goals. Drive this expectation to department team members to maintain department standards for quality, SLA adherence, and workplace discipline
• Responsible for handling issues escalated by Agents or patients through to resolution.
• Oversee day to day Agent performance management along with overseeing the annual review process for Access Management Agent staff
• Partner with field operations district leaders to align on goals, targets, and market needs
• Provide ongoing monitoring of quality provided by Access Management Agent Staff in partnership with QA teams. Support training of for Access Management direct reports in partnership with department Trainers.

Minimum Education
Required:
• High School graduate
Preferred:
• Bachelor’s degree in related field

Minimum Experience
Required:
• 2+ years working in a healthcare patient intake role or related field
• 1+ years of leadership experience in a contact/call center setting
Preferred:
• 5+ years’ experience working in a healthcare contact center environment
• Previous experience managing teams of 20+ employees in a remote setting.
• History of managing metrics and patient outcomes

Knowledge Skills and Abilities
• Professional presence – with both peers and managers
• Proficient in ATI’s application suite (e.g. Touchstone, Scheduler)
• Strong communication skills up, down and across the management chain
• Proficient with Microsoft word, Excel, Power Point and Teams
• Works well in a team environment
• Strong time management skills
• Ability to organize and manage multiple priorities
• Strong presentation skills
• Strong executive presence
• Maintain a positive attitude despite challenges
• Strong leadership ability
• Able to motivate others to do their best
• Able to modify teaching style based on learner’s needs