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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

11p - 8a Monday - Friday

Description

ThePriorityAccessSupervisorplaysavitalroleinthesuccessofPatientAccessbyservingasthekeylinkbetweenclinicaloperations (physicians,administrators,managers,andstaff)andthecallcenter (agentsandPatientAccessleadership).

Thisroleisresponsibleforleading,developing,andsupportingteammemberstobecomepatient-centered,high-performingbrandambassadorsfocusedondeliveringexceptionalcustomerserviceacrossallpatientinteractions.TheSupervisorensuresoperationalefficiency,staffengagement,andalignmentwithEmoryHealthcarestandards.

RESPONSIBILITIES

Team Leadership & Development

• Lead,coach,anddevelopPatientAccessAssociatesandSpecialiststoensurehighperformanceandserviceexcellence.

• Utilizestronginterpersonalandlisteningskillstoidentifyemployeeconcernsandprovideappropriatecoachingandsupport.

• Fosterapositive,collaborative,andhigh-performingteamenvironment.

Team Administration & Workforce Management

• ManageteamtimeandattendanceusingKronosinaccordancewithEmoryHealthcareattendancepolicies.

• Monitorandmanageagentadherence,submittingexceptionstoWorkforceManagementwithinestablishedtimeframes.

• Ensureappropriatestaffinglevelstomeetoperationaldemands.

Quality & Patient Experience

• Monitorandevaluatecallqualitybyreviewingaminimumoftwo (2)callsperagentpermonth.

• Provideongoingfeedback,coaching,andperformanceimprovementsupport.

• Handleandresolveescalatedcallstoensureapositivepatientexperience.

Clinic & Operational Collaboration

• Serveasaliaisonbetweenthecallcenterandclinicoperations.

• Partnerwithclinicteamstomaintainandupdateworkflowdocumentation (e.g.,wikicontent).

• Prepare,maintain,anddistributeoperationalreportsasrequested.

Process Improvement & Performance Management

• Collaboratewithleadershiptodriveprocessimprovementsandoperationalefficiency.

• Supportinitiativesaimedatimprovingperformancemetricsandpatientsatisfaction.

• Monitorkeyperformanceindicators (KPIs)andcontributetoachievingdepartmentalgoals.

Additional Responsibilities

• PerformotherdutiesasassignedtosupportPatientAccessoperationsandorganizationalpriorities.

MINIMUM QUALIFICATIONS

Education

Bachelor’sdegreerequired.

Experience

• Minimumoftwo (2)yearsofexperienceincustomerservice,hospitality,callcenter,orsalesenvironment;OR

• Equivalentcombinationofeducationandrelevantexperiencemaybeconsidered.

Knowledge, Skills, and Abilities

• Strongleadership,coaching,andteamdevelopmentskills.

• Excellentinterpersonalandcommunicationskills.

• Abilitytomanageperformance,addresschallenges,anddriveresults.

• Strongorganizationalandtimemanagementskills.

• Abilitytoworkinafast-paced,high-volumeenvironment.

• Proficiencywithworkforcemanagementtools (e.g.,Kronos)andcallcentersystems.

• Strongproblem-solvinganddecision-makingabilities.

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.

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Connect with us for general consideration!

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 162544

Job Category Clerical & Administrative

Schedule Other

Standard Hours 40 Hours

Hourly Minimum USD $29.33/Hr.

Hourly Midpoint USD $35.74/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.