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Supervisor Patient Access Contact Centers – Operator Services; Tues – Sat 8-5pm, hybrid – 3 days a week onsite on call during shift

Emory Healthcare/Emory University

Atlanta, GA

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JOB DETAILS
SALARY
SKILLS
Blood-Borne Pathogens, Call Center Management, Call Centers, Call Handling Time, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Detail Oriented, Environmental Work, Genetics, Healthcare, Healthcare Administration, Infectious Diseases, Interpersonal Skills, LaTeX Typesetting, Leadership, Legal, Lift/Move 25 Pounds, Maintain Compliance, Material Moving, Medical Waste, On Call, Onboarding, Operations Processes, Organizational Skills, Patient Care, Performance Analysis, Performance Metrics, Physical Demands, Process Improvement, Regulatory Compliance, Staff Training, Team Lead/Manager, Time Management, Training/Teaching, Typing, Willing to Travel
LOCATION
Atlanta, GA
POSTED
6 days ago


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

Description



RESPONSIBILITIES:

+ The Supervisor of Patient Access Contact Centers is responsible for overseeing the daily activities of contact center staff to ensure efficient, high-quality service to patients and providers. + This role provides direct supervision, coaching, and support to frontline team members, ensuring adherence to performance standards and operational procedures. + The Supervisor plays a key role in maintaining a positive team environment and supporting continuous improvement initiatives.

Primary Duties and Responsibilities:



Team Supervision & Support:

+ Supervise daily activities of contact center front line staff to ensure timely and accurate patient access services; + Provide real-time coaching, feedback, and support to staff; + Monitor attendance, schedule adherence, and productivity

Performance Monitoring:

+ Track individual and team performance metrics (e.g., call handling time, resolution rate, and patient satisfaction) and identify performance gaps and implement corrective actions

Training & Development:

+ Assist with onboarding and training new staff; + Support ongoing education and skill development for team members; + Promote a culture of accountability, empathy, and service excellence

Operational Execution:

+ Ensure compliance with standardized workflows and organizational policies; + Escalate operational issues and patient concerns to the Manager as needed; + Participate in process improvement initiatives and team huddles

Communication & Collaboration:

+ Relay updates, policy changes, and performance expectations clearly and consistently; + Collaborate with peers and leadership to ensure smooth operations

Travel:

+ None

Work Type:

+ Hybrid employee - splits time between working remotely and working in the office.

MINIMUM QUALIFICATIONS:

+

Education

-Bachelor's degree in Healthcare Administration, Business or related field, combination of education and experience may be considered in lieu of degree +

Experience

- 2+ years of relevant experience

Knowledge, Skills, and Abilities (required):

+ Strong interpersonal and communication skills + Ability to coach and motivate team members + Familiarity with contact center systems and performance metrics + Detail oriented with strong organizational skills + Commitment to patient-centered service and continuous improvement

Preferred Qualifications:

+

Education

- Bachelor's degree in Healthcare Administration, Business or related field +

Experience

- 4+ years' experience with at least 1 years in a management position PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environmental 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.

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Division

_Emory Healthcare Inc._

Campus Location

_Atlanta, GA, 30345_

Campus Location

_US-GA-Atlanta_

Department

_EHI Operator Services_

Job Type

_Regular Full-Time_

Job Number

_165051_

Job Category

_Business Operations_

Schedule

_8a-5p_

Standard Hours

_40 Hours_

Hourly Minimum

_USD $33.96/Hr._

Hourly Midpoint

_USD $41.38/Hr._ Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.

About the Company

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Emory Healthcare/Emory University