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Access Center Supervisor
2 months ago
About NYU Langone Health:
NYU Langone Health is a premier, patient-focused, integrated academic medical institution. Recognized for its excellence in quality and patient safety, NYU Langone is committed to outstanding patient care, education, and research, with numerous clinical specialties ranked among the best in the nation.
Position Overview:
The Supervisor of the Patient Access Center plays a crucial role in overseeing a team of Access Center Representatives (ACRs). This position is essential for ensuring that the organization's vision and business objectives are achieved. The Supervisor will lead and support ACRs to deliver consistent performance and quality service.
Key Responsibilities:
- Ensure ACRs receive proper training and adhere to established procedures while maintaining high-quality standards.
- Collaborate with other leaders in the Patient Access Center to manage daily operations and workflow effectively.
- Monitor and support ACRs in utilizing various applications such as EPIC EMR, Verint, Salesforce, and Cisco.
- Maintain up-to-date knowledge of all communications within the Patient Access Center and ensure information is effectively communicated to the team.
- Act as the primary point of escalation for ACR inquiries, providing guidance and support as needed.
- Facilitate quality calibration sessions to ensure adherence to departmental standards and provide ongoing feedback and coaching.
- Support advanced scheduling processes and initiatives across multiple specialties.
- Report any trends or errors to Patient Access Center leadership.
- Promote best practices for scheduling appointments and achieving performance goals.
- Assist in the recruitment and onboarding of new team members.
- Continuously monitor Key Performance Indicators (KPIs) to ensure optimal team performance.
- Foster a positive team environment that encourages communication and collaboration.
- Ensure compliance with Access Center policies and procedures while promoting the organization's mission and values.
Qualifications:
- An Associate's degree with 1-3 years of relevant experience, or a High School Diploma with 3 years of experience in a contact center environment.
- A minimum of 1 year of supervisory experience in an inbound contact center is preferred.
- Availability to work full-time during standard business hours.
Preferred Qualifications:
- Experience in managing operations within a healthcare access center or medical office scheduling environment.
- Strong communication skills to interact effectively with all organizational levels.
NYU Langone Florida is an equal opportunity employer committed to diversity and inclusion in all aspects of employment. All qualified individuals are encouraged to apply.
