Patient Access Center Supervisor

1 week ago


Boynton Beach, Florida, United States NYU Langone Full time

About NYU Langone Health:
NYU Langone Health is a premier, patient-focused, integrated academic medical institution. Recognized for excellence in quality and patient safety, NYU Langone is committed to delivering outstanding patient care, education, and research across its extensive network.

Position Overview:
We are seeking a dedicated Supervisor for the Patient Access Center. In this pivotal role, you will oversee a team of Access Center Representatives (ACRs), ensuring alignment with the organization's vision and strategic goals. Your leadership will be crucial in fostering a high-performance culture and achieving operational excellence.

Key Responsibilities:

  • Oversee the training and development of ACRs, ensuring adherence to established procedures and quality standards.
  • Support the Patient Access Center by engaging in regular quality assessments and performance management activities.
  • Assist ACRs in utilizing various applications, including EPIC EMR and Salesforce, to enhance operational efficiency.
  • Maintain current knowledge of scheduling protocols and ensure effective communication of updates to the team.
  • Act as the primary point of contact for ACR inquiries, providing guidance and support during patient interactions.
  • Facilitate quality calibration sessions to uphold departmental standards and provide ongoing feedback to team members.
  • Contribute to advanced scheduling processes and support initiatives across multiple specialties.
  • Monitor and report on performance metrics, identifying trends and areas for improvement.
  • Encourage best practices in scheduling and patient access to meet established performance targets.
  • Participate in the recruitment and onboarding of new team members as needed.
  • Continuously assess Key Performance Indicators (KPIs) to drive team performance.
  • Foster a positive team environment that promotes effective communication and collaboration.
  • Ensure compliance with Access Center policies and procedures, serving as a role model for team members.
  • Deliver exceptional service to patients, customers, and healthcare providers, enhancing the overall patient experience.
  • Maintain consistent attendance and punctuality, promoting the same standards within the team.

Qualifications:

  • 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.
  • Minimum of 1 year of supervisory experience in an inbound contact center setting.
  • Availability to work full-time during designated hours.

Preferred Qualifications:

  • Experience in a healthcare access or scheduling environment is highly desirable.
  • Strong communication skills to effectively engage with all organizational levels.

NYU Langone Florida is an equal opportunity employer committed to diversity and inclusion in all recruitment and employment practices.



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