Access Center Supervisor at NemoursCareerSite

Ferry Pass, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Patient Access Center Operations, Staff Management, Scheduling, Performance Monitoring, Quality Assurance, Process Improvement, Metric Reporting, EMR Decision Tree Management, Call Auditing, Coaching, Corrective Action, Customer Service Complaint Resolution, Time Approval, Human Resources Management, Staffing Adjustment

Industry

Hospitals and Health Care

Description

Nemours is seeking an Access Center Supervisor (Full-Time), to join our team in Pensacola, Florida. The Access Center Supervisor is responsible for the supervision of the day-to-day functions of the Centralized Patient Access Center and direct supervision of the Access Center Specialist staff. This position collaborates with department leadership to evaluate service needs and volumes and adjusts staffing levels accordingly. This position assigns daily work schedules and acts as a resource in the daily operations and activities of the department, performing staff level duties as needed. The Access Center Supervisor is responsible for maintaining adequate staffing to meet the demands of Nemours patient families and other customers by assisting with Human Resource management functions including interviewing, selection, orientation, education/training, feedback, performance evaluation, and policy and procedure development. With the support of the leadership team, the Access Center Supervisor writes and delivers corrective action and/or coaching and updates and maintains personnel files. Essential Functions: 1. Oversee the daily operational activities of the Access Center and monitor the workflow and make daily adjustments using productivity and performance measures. 2. Oversee production and quality of department performance to maintain efficiency and accuracy. Collaborate with the department leadership team to resolve process issues and/or create new work flows to improve performance. 3. Review team metrics daily, report metrics to administration, and provide feedback/immediate countermeasures on any missed KPIs. 4. Partner with clinical leadership to create, maintain, and update EMR decision tree scheduling guidelines and reliable methods to ensure scheduling accuracy and promote standard work. 5. Perform a minimum of three Calabrio phone audits for each direct report monthly and provide timely feedback regarding call performance in addition to rounding with each direct report monthly to review Performance Management goals. 6. Report daily team collections to the Treasury timely and in accordance with established protocol. 7. Interview, hire, train, and develop Access Center associates. 8. Provide coaching and corrective action to Access Center associates in accordance with Nemours Human Resources guidelines. 9. Resolve customer service complaints when escalated. 10. Monitor, edit, and approve employees’ time in Kronos. Job Requirements * High School Diploma required. * Minimum (3) three years of experience. Nemours Children’s Health is an internationally recognized children’s health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children’s hospitals — Nemours Children’s Hospital, Delaware and Nemours Children’s Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. duPont Trust, as well as other income. As one of the nation's premier pediatric health systems, we’re on a journey to discover better ways of approaching children’s health. Putting as much focus on prevention as cures and working hand in hand with the community to make every child’s world a place to thrive. It’s a journey that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention, leading to the healthiest generations of children ever. Inclusion and belonging guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build an inclusive and supportive environment. All of our associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families. To learn more about Nemours Children’s and how we go well beyond medicine, visit us at www.nemours.org [http://www.nemours.org/].

Responsibilities

The Access Center Supervisor oversees the daily operational activities of the Centralized Patient Access Center, monitoring workflow, adjusting staffing, and ensuring production and quality meet efficiency and accuracy standards. This role involves direct supervision of staff, including scheduling, performance feedback, training, and handling HR functions like interviewing and corrective action.