Supervisor, Priority Access at Emory Healthcare

Tucker, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Team Development, Interpersonal Skills, Listening Skills, Time Management, Attendance Monitoring, Call Quality Evaluation, Conflict Resolution, Liaison, Workflow Documentation, Process Improvement, Performance Management, KPI Monitoring, Problem-Solving, Decision-Making

Industry

Hospitals and Health Care

Description

Overview Be inspired. Be valued. Belong. At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, leadership programs...and more 11p - 8a Monday - Friday Description The Priority Access Supervisor plays a vital role in the success of Patient Access by serving as the key link between clinical operations (physicians, administrators, managers, and staff) and the call center (agents and Patient Access leadership). This role is responsible for leading, developing, and supporting team members to become patient-centered, high-performing brand ambassadors focused on delivering exceptional customer service across all patient interactions. The Supervisor ensures operational efficiency, staff engagement, and alignment with Emory Healthcare standards. RESPONSIBILITIES Team Leadership & Development Lead, coach, and develop Patient Access Associates and Specialists to ensure high performance and service excellence. Utilize strong interpersonal and listening skills to identify employee concerns and provide appropriate coaching and support. Foster a positive, collaborative, and high-performing team environment. Team Administration & Workforce Management Manage team time and attendance using Kronos in accordance with Emory Healthcare attendance policies. Monitor and manage agent adherence, submitting exceptions to Workforce Management within established timeframes. Ensure appropriate staffing levels to meet operational demands. Quality & Patient Experience Monitor and evaluate call quality by reviewing a minimum of two (2) calls per agent per month. Provide ongoing feedback, coaching, and performance improvement support. Handle and resolve escalated calls to ensure a positive patient experience. Clinic & Operational Collaboration Serve as a liaison between the call center and clinic operations. Partner with clinic teams to maintain and update workflow documentation (e.g., wiki content). Prepare, maintain, and distribute operational reports as requested. Process Improvement & Performance Management Collaborate with leadership to drive process improvements and operational efficiency. Support initiatives aimed at improving performance metrics and patient satisfaction. Monitor key performance indicators (KPIs) and contribute to achieving departmental goals. Additional Responsibilities Perform other duties as assigned to support Patient Access operations and organizational priorities. MINIMUM QUALIFICATIONS Education Bachelor’s degree required. Experience Minimum of two (2) years of experience in customer service, hospitality, call center, or sales environment; OR Equivalent combination of education and relevant experience may be considered. Knowledge, Skills, and Abilities Strong leadership, coaching, and team development skills. Excellent interpersonal and communication skills. Ability to manage performance, address challenges, and drive results. Strong organizational and time management skills. Ability to work in a fast-paced, high-volume environment. Proficiency with workforce management tools (e.g., Kronos) and call center systems. Strong problem-solving and decision-making abilities. Additional Details Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.

Responsibilities

The Supervisor leads, coaches, and develops Patient Access team members to ensure high performance and service excellence, acting as the key link between clinical operations and the call center staff. This role is also responsible for managing team administration, monitoring call quality, handling escalations, and collaborating on operational efficiency.