Patient Access Supervisor

• Job Type: Officer of Administration
• Regular/Temporary:
  Regular
• Hours Per Week: 35
• Standard
  
  Work Schedule:
  
  Core business hours Monday-Friday, schedules vary
• Building: 3 CC
• Salary Range: $70,000.00- $78,000.00

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

The Patient Access Supervisor is a key role in the Columbia Doctors Access Center representing our front door to patients seeking care. The supervisor works under the direction of the Patient Access Manager, leading a team of Patient Access Specialists to provide real‑time direction to the activities related to the day‑to‑day operations of the center. The Patient Access Supervisor is responsible for managing, training, and guiding Specialists in performing their duties, is actively involved in resolving cases where patients have complex needs, and partners with Specialists to ensure that patients receive the right care at the right time, the first time.

This position also provides continuous support to the Specialists, provides ongoing reports, and resolves problems and complaints.

The ideal candidate will have strong communication skills with an emphasis on diplomacy as well as the ability to handle numerous projects simultaneously. In addition, the candidate should be committed to achieving superior results with integrity, sustaining a positive work environment, and embracing working side‑by‑side with others in a diverse and inclusive culture.

• Supervises, plans, and manages the functions related to the Access Center scheduling pod assigned.
• Carries out supervision, coaching, call monitoring, and training as needed.
• Assures compliance with all Columbia policies, procedures, and processes.
• Demonstrates initiative and self‑direction; can apply knowledge and make sound judgments to effectively resolve issues or concerns.
• Monitors and communicates performance standards to the team, and performs evaluations in a fair and consistent manner.
• Oversees the handling of escalated complaints or inquiries regarding the Contact Center.
• Conducts regular team meetings to communicate issues or changes in policies or procedures, and maintain accessibility for one‑on‑one communication.
• Partners with the quality assurance teams to ensure a consistent and high level of exceptional customer service experience and work to identify areas that require improvement.
• Works closely with the central training teams to understand and deliver the training curriculum.
• Carries out supervision, coaching, call monitoring, training, and reviewing of assigned Contact Center Patient Access Specialists.
• Oversees the handling of escalated complaints or inquiries regarding Contact Center scheduling functions.
• Develops and communicates performance standards to Contact Center scheduling associates and performs evaluations in a fair and timely manner.
• Conducts regularly scheduled team meetings to communicate issues or changes in policies/procedures while maintaining accessibility for one‑to‑one communication.
• Demonstrates a willingness to participate and share expertise on projects/committees.
• Promotes transparent communication among the Contact Center leadership team.
• Performs other job‑related duties as assigned and can act as a Patient Access Supervisor or Patient Access Specialist if need be.

• Works with the management team to ensure strategic alignment of unit goals to the overall Access Center organization, mission, and vision.
• Utilizes data to monitor key performance indicators and implements approved performance improvement initiatives as needed.
• Supports and assists with the implementation of change management strategies that support overall organizational goals and process improvement initiatives. Maximize employee adoption and measure effectiveness. Ensure communication of changes is cascaded throughout the unit and feedback…