Access Operations Supervisor- Sports Medicine

Overview Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law. Primary Location Address 1575 Northeast Expy NE. Children’s has been dedicated to making kids better today and healthier tomorrow, with 3 hospitals, 20 neighborhood locations and 673 beds. We offer access to more than 60 pediatric specialties and programs and are ranked among the top children’s hospitals in the country by U.S. News & World Report. Responsibilities Perform and assume Tier 1-3 responsibilities as needed within the Patient Access function. Provide leadership, training and coaching to the contact center staff; ensure professional and courteous customer service across all encounters with accuracy and efficiency. Provide operational leadership of Contact Center programs, including service support for Nurse Advice Line, Children’s Physician Group (telephones, scheduling, clinical communication), and other programs. Oversee daily operations, monitor workload, staffing, and service level performance; manage special projects and tasks as assigned. Develop and maintain staff orientation manuals, skills checklists, policy and procedures, disaster recovery documentation and guidelines; ensure staff development and process proficiency. Conduct hiring, performance appraisals, disciplinary processes, coaching and feedback for all staff; manage time tracking, task management and on-the-job training in accordance with SLA. Foster a positive work environment through goal setting, team building, coaching, and constructive feedback; promote open communication and professional growth. Escalate and resolve service issues, perform root cause analysis, and implement improvements. Ensure staff competency across all areas of responsibility and maintain proficiency in department processes. Other duties as assigned. Qualifications Experience: 5 years in a healthcare setting; 5 years in customer service, hospitality or equivalent; 3 years in healthcare scheduling. Preferred: College or advanced degree; minimum 2 years of supervisory experience in a contact center environment; experience with MS Suite; bilingual abilities. Healthcare experience with process improvement, multi-specialty scheduling, Epic Revenue Cycle experience, and leadership training are desirable. Education: High school diploma or equivalent; Certification: No professional certifications required. Knowledge, Skills, and Abilities: Type at least 35 WPM; excellent interpersonal, verbal, written and phone communication; advanced medical terminology understanding; ability to work in a high-volume, fast-paced environment; detail-oriented; self-directed; strong problem-solving, de-escalation, critical thinking, time management; ability to multi-task and prioritize tasks. Work Details Work Shift: Day, with days Friday, Monday, Thursday, Tuesday, Wednesday; Shift Start Time 8:00 AM; Shift End Time 4:30 PM. Worker Sub-Type: Regular. #J-18808-Ljbffr 10 Children's Healthcare of Atlanta, Inc.