Supervisor - Patient Access Center

Position Summary

We have an exciting opportunity to join our team as a Supervisor – Patient Access Center. This supervisor role is responsible and accountable for supervising a team of Access Center Representatives (ACRs) and their activities to ensure that the organization’s vision and business objectives are met. The position leads, manages, and supports a team of ACRs to achieve consistent results, providing direct supervision and support through quality monitoring, performance evaluation, workflow management, trend reporting, and collaboration with other Patient Access Center (PAC) leaders.

• Ensure that ACRs are trained appropriately, follow correct procedures, and maintain a high degree of quality work. Work with other PAC leaders to manage daily work assignments and workflow.
• Provide support to the PAC by participating in regular quality monitoring, supporting PAC metrics and performance management, report generation, intra‑day schedule adherence, and quality monitoring of assigned ACRs.
• Assist ACRs in understanding and using EPIC EMR, Verint, Salesforce, Cisco, and other PAC applications.
• Assist in ensuring all scripts and critical directives for scheduling remain current and ensure a constant feedback loop between ACRs and leadership on changes made.
• Keep up‑to‑date on all communications/updates within the Patient Access Center and cascade them to teams when appropriate and in a manner that ensures understanding and compliance.
• Serve as the first point of escalation and respond to ACR inquiries via group chat or in person interactions directly related to answering questions while agents are taking calls.
• Ensure adherence to quality calibration sessions that provide consistency with departmental standards of quality assurance. Supervisors build upon these sessions with daily feedback and weekly/monthly coaching.
• Support advanced scheduling workflows and processes, including multispecialty and specialty initiatives, and report trending errors to PAC leadership.
• Promote best practices for physician protocols to schedule appointments for NYU FGP specialties and meet established Access Center performance goals.
• Assist in hiring and onboarding new employees as required.
• Understand and continuously monitor Key Performance Indicator (KPI) standards such as After Call Work (ACW), Average Handle Time (AHT), etc.
• Assist team members in managing conversations with sensitivity and good judgment, documenting appropriate dispositions.
• Motivate and inspire the team by creating an environment that promotes positive communication, encourages bonding, and demonstrates flexibility.
• Promote and enforce the utilization of NYU FGP Healthcare systems, PAC applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, and perform specific scheduling functions.
• Complete call processing efficiently, remain aware of call volumes, and work as part of the team to handle the call volumes.
• Lead and ensure compliance in multidisciplinary quality and service improvement teams, and may be called upon to lead trainings to agents on new practices or refresher trainings.
• Provide an excellent experience to NYU FGP patients, customers, and providers.
• Demonstrate regular, consistent, and punctual attendance and enforce the same adherence with team members.
• Adhere to and enforce uniformly Access Center policies and procedures.
• Serve as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience at every encounter.
• Drive consistency in every patient and colleague encounter by embodying the core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign‑Off).
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate.
• Work collaboratively with colleagues and site leadership to ensure a positive experience and timely resolution for all patient interactions and inquiries, whether in person, by phone or via electronic messaging.
• Proactively anticipate patient needs,…