Priority Access Supervisor

JOB DESCRIPTION: Manages Human and material resources in a team environment under the leadership of the Patient Access and department leadership to provide real-time supervision of appointment specialists responsible for call answering, patient registration and appointment setting and messaging services according to established clinical protocols. Ensures patient access metrics are met. Works with leadership to identify and eliminate barriers to access and ensure patient satisfaction. Provides direct supervision to appointment center staff of one or multiple clinical sections. Handles human and material resources aspects of appointment center operations. Participates in recruitment, hiring and onboarding new team members. Performs workforce management updates and monitoring of appointment center staff. Performs quality monitoring and coaching of appointment center staff. Ensures adherence to standard operating procedures and guidelines for patient registration and scheduling patient appointments. Participates in maintaining scheduling guidelines. Identifies and may lead process improvement activities to remove access barriers in the appointment center. Manages and maintains time keeping and all aspects of staff schedules and work shifts. Represents program and department in various forums to clinic and patient access leadership. Maintains and monitors data collection, ensuring accuracy and making modifications as needed. Performs and presents data analysis to leadership on a consistent basis. Monitors and effectively coordinates back up coverage in response to section staffing shortages.

Should complete all required training within first 3 months of entering role.

This position is responsible for multidisciplinary scheduling functions and plays an essential role in facilitating expedient access for employees and internally referred patients within the Emory Healthcare Network.

Flexibility and adaptability are required in this position, as duties and responsibilities may vary from day to day. Candidates must be able to work well in an ambiguous environment and must be able to learn new processes and procedures quickly. This role also preforms outbound work and proactively responds to multiple work queues simultaneously. Candidates will exhibit exceptional interpersonal and communication skills with an ability to build and maintain strong working relationships with clinical and administrative staff across multiple departments.

Actively monitors patient access metrics and ensures priority access standards are met. As identified, reports any access barriers to leadership. Actively monitors team metrics and distributes relevant reports. Effectively coordinates escalations and scheduling of high acuity and high complexity patients.

Serves as a backup agent in event of staffing shortages, scheduled time off, and short notice absences. Plays a key role in patient satisfaction initiatives within the department by participating in patient satisfaction related process improvement activities as well as providing a high quality contact experience for the patient with every call. Delivers exemplary service experience for internal staff, patients and employees in an effort to streamline the internal referral process. Builds and maintains strong working relationships with administrative and clinical staff across the Emory Healthcare Network.

MINIMUM QUALIFICATIONS: Bachelors Degree and at least 4 years of experience in a customer service, hospitality, call center or sales environment; 12 months experience in the Patient Access Specialist or Priority Access Specialist role and eligible for internal advancement OR Graduation from the Operations Development Program (ODP). Supervisory and project management experience a plus.

PHYSICAL REQUIREMENTS: (Light); 11-20 lbs ,0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent sitting; close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.