Supervisor, Priority Access at Emory Healthcare

Tucker, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

35.74

Posted On

27 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Interpersonal Skills, Listening Skills, Coaching, Time Management, Attendance Management, Quality Assurance, Call Monitoring, Escalation Handling, Report Preparation, Process Improvement, Customer Service, Patient Interactions

Industry

Hospitals and Health Care

Description

Overview Be inspired. Be rewarded. Belong. At Emory Healthcare. 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 2:00p - 11:00p / Full Time / 40hrs / Monday - Friday Description JOB DESCRIPTION: Emory Healthcares Priority Access Supervisor plays a vital role in the success of Patient Access. This role is the link between the section (physicians, administrator, managers, and staff) and the call center (Agents and Patient Access leadership). The overall function of the Supervisor is to support the development of team members into patient-centered, high-performing brand ambassadors focused on the delivery of excellent customer service in all patient interactions. Team Leadership: Interpersonal skills to interact with the Patient Access Associates and Specialists with perceptive listening skills to identify the concerns and take appropriate actions with employees who may need guidance or coaching. Team Administration: Manage team's time and attendance in Kronos, applying the EHC Attendance Policy; and proactively manage and update agent adherence by submitting exceptions to Workforce Management within the established timeframe. Quality Patient Care: Monitor and document a minimum of 2 calls per agent per month; provide feedback and coaching; and handle and resolve escalated calls as needed. Clinic Interactions: Partner with the Clinic to update the wiki content regularly; and prepares, maintains and updates requested reports. Process Improvement: Partners and proactively participates with all levels of leadership team on driving results in various initiatives and measurable categories MINIMUM QUALIFICATIONS: Bachelors Degree and at least 2 years of experience in a customer service, hospitality, call center or sales environment OR equivalent combination of education and experience. PHYSICAL REQUIREMENTS: (Light); 11-20 lbs ,0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent sitting; close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks. 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 acts as the link between clinical staff and the call center, focusing on developing team members into high-performing brand ambassadors dedicated to excellent customer service in all patient interactions. Key duties include managing team administration, monitoring call quality, providing coaching, resolving escalated calls, and partnering with clinics on content updates.