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 *On call during shift *10K sign-on bonus (external candidate only) Description RESPONSIBILITIES: • The Supervisor of Patient Access Contact Centers is responsible for overseeing the daily activities of contact center staff to ensure efficient, high-quality service to patients and providers. • This role provides direct supervision, coaching, and support to frontline team members, ensuring adherence to performance standards and operational procedures. • The Supervisor plays a key role in maintaining a positive team environment and supporting continuous improvement initiatives. Primary Duties and Responsibilities: Team Supervision & Support: • Supervise daily activities of contact center front line staff to ensure timely and accurate patient access services; • Provide real-time coaching, feedback, and support to staff; • Monitor attendance, schedule adherence, and productivity Performance Monitoring: • Track individual and team performance metrics (e.g., call handling time, resolution rate, and patient satisfaction) and identify performance gaps and implement corrective actions Training & Development: • Assist with onboarding and training new staff; • Support ongoing education and skill development for team members; • Promote a culture of accountability, empathy, and service excellence Operational Execution: • Ensure compliance with standardized workflows and organizational policies; • Escalate operational issues and patient concerns to the Manager as needed; • Participate in process improvement initiatives and team huddles Communication & Collaboration: • Relay updates, policy changes, and performance expectations clearly and consistently; • Collaborate with peers and leadership to ensure smooth operations Travel: • None Work Type: • Hybrid employee - splits time between working remotely and working in the office. MINIMUM QUALIFICATIONS: • Education - Bachelor's degree in Healthcare Administration, Business or related field, combination of education and experience may be considered in lieu of degree • Experience - 2+ years of relevant experience Knowledge, Skills, and Abilities (required): • Strong interpersonal and communication skills • Ability to coach and motivate team members • Familiarity with contact center systems and performance metrics • Detail oriented with strong organizational skills • Commitment to patient-centered service and continuous improvement Preferred Qualifications: • Education - Bachelor's degree in Healthcare Administration, Business or related field • Experience - 4+ years' experience with at least 1 years in a management position PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environmental 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.