Supervisor - Access Management Operations
Supervisor - Access Management Operations
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$ 52475 - 62824
1 Vacancy
Job Description
Overview
The Access Management Operations Supervisor will oversee daytoday operations of patient referral intake process and all Access Management Agents including daily contact with patients clinical staff physician offices and other healthcare providers. This individual will also be responsible for monitoring productivity quality metrics and SLA performance. Responsible for the overall patient referral intake process this position involves friendly and courteous direct patient contact via telephone as well as friendly contact with all clinic staff. Saturday hours may be required.
Responsibilities
Responsible for all aspects of Agent hiring training and termination for their span of control within the broader department.
Serve as liaison between Clinic Staff and Access Management Agents to resolve issues related to referral intake registration and scheduling
Continuously analyze departmental needs and suggest ways to improve productivity accuracy and quality; while communicating new policies workflows and expectations with all direct reports.
Demonstrate a dedication to exceptional customer service and company goals. Drive this expectation to department team members to maintain department standards for quality SLA adherence and workplace discipline
Responsible for handling issues escalated by Agents or patients through to resolution.
Oversee day to day Agent performance management along with overseeing the annual review process for Access Management Agent staff
Partner with field operations district leaders to align on goals targets and market needs
Provide ongoing monitoring of quality provided by Access Management Agent Staff in partnership with QA teams. Support training of for Access Management direct reports in partnership with department Trainers.
Qualifications
Minimum Education
Required:
High School graduate
Preferred:
Bachelors degree in related field
Minimum Experience
Required:
2 years working in a healthcare patient intake role or related field
1 year experience as a senior agent or relevant experience as a team lead
Preferred:
5 years experience working in a healthcare contact center environment
Previous experience managing teams of 20 employees in a remote setting.
History of managing metrics and patient outcomes
Knowledge Skills and Abilities
Professional presence with both peers and managers
Proficient in ATIs application suite (e.g. Touchstone Scheduler)
Strong communication skills up down and across the management chain
Proficient with Microsoft word Excel Power Point and Teams
Works well in a team environment
Strong time management skills
Ability to organize and manage multiple priorities
Strong presentation skills
Strong executive presence
Maintain a positive attitude despite challenges
Strong leadership ability
Able to motivate others to do their best
Able to modify teaching style based on learners needs
Virtual Employee
Salary Range
Location/Org Data : Dept Number
Required Experience:
Manager
Employment Type
Full-Time
