Supervisor-Patient Access Center, Med Center

515 W Market Street Louisville, KY 40202

First Shift (United States of America)

Responsible for supervising Patient Access staff members, overseeing duties of staff in the Access Center, and supporting service lines through scheduling and referrals management. Supervisors support through a myriad of tasks, including recruiting, hiring, training, managing to quality and productivity standards, coaching and mentoring, process improvement, workflow and volume management, and data analysis and reporting. The Access Center supervisor’s span of control ranges from 15 – 25 team members, focusing on as many as 5 specialties.

• Recruiting, hiring, and onboarding of Access Center representatives
• Provide new hire and ongoing training for Access Center representatives
• Primary point of contact for Access Center representatives as it relates to processes and procedures
• Handling of escalated patient calls and concerns
• Actively promote a positive work environment through engagement activities
• Timekeeping, attendance, and talent management for assigned Access Center representatives
• Routine team-wide communication through regular team meetings, huddles and communications
• Perform monthly rounding sessions with individual team members through monthly 1 on 1 meetings with individual team members
• Monitor assigned Access Center representatives’ quality performance through monthly quality audits
• Investigate complaints, concerns, and workflow errors and provide recommended process improvements
• Actively manage call queues and scheduling work queues to meet call center and scheduling metrics
• Act as a liaison, along with Access Center Manager, to reciprocate information to ensure inter-departmental workflow cohesiveness
• Report team/specialty-specific performance metrics in department dashboard tracking tool(s)
• Support providers, clinics, and facility Patient Access team members through EHR communication tools
• Management of team schedules and staffing needs based on referral and call volumes
• Maintain team member system access
• Maintain compliance with all company policies, procedures and standards of conduct
• Comply with HIPAA privacy and security requirements to maintain confidentiality at all times
• Perform other duties as assigned

• High school Diploma or GED
• Associates or bachelor’s degree (preferred)

• Minimum experience
• 2 years in a call center or medical office setting
• Desired experience
• 1 – 2 years leadership experience