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

RESPONSIBILITIES:

• The Supervisor of Patient Access Contact Centers is responsible for overseeing the daily activities of contact center staff to ensure efficient, high-quality service to patients and providers.
• This role provides direct supervision, coaching, and support to frontline team members, ensuring adherence to performance standards and operational procedures.
• The Supervisor plays a key role in maintaining a positive team environment and supporting continuous improvement initiatives.

Primary Duties and 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

Travel:

• None

Work Type:

• Hybrid employee - splits time between working remotely and working in the office.

MINIMUM QUALIFICATIONS:

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