Access Center Manager/Supervisor

The Access Center Manager reports directly to the Director of Medical Management. They will oversee the daily operations of the Union Health Service (UHS) Access Center, ensuring that callers receive timely access to outpatient services, clinical support, and intradepartmental contacts. This role serves as a bridge between caller inquiries, clinical Providers, and UHS departments. The Access Center Manager’s focus will be on operational efficiency, team leadership, and high-quality caller/patient experiences, while improving access to care., Operational Management:

Oversee daily activities of the UHS Access Center, including call volume monitoring, staff scheduling, and workflow optimization to meet UHS needs. Ensure timely and efficient patient access, with accurate and effective appointment scheduling. Develop staffing schedules based on call volumes, anticipating staffing needs to ensure appropriate

coverage and service levels. Monitor real-time performance and adjust resources, as necessary.

Team Leadership:

Manage a team of Access Center Representatives (ACR) through hiring, onboarding, mentoring, and performance evaluations, identifying and addressing performance concerns. Foster a culture of accountability, engagement, and continuous improvement.

Performance Metrics:

Track and analyze key performance indicators (KPIs), such as service level (% of calls answered within a target timeframe), abandonment rates, average handle time (AHT), and first call resolution (FCR), as well as patient satisfaction scores. Utilize data to drive process improvements and enhance patient access and experience.

Compliance and Quality Assurance:

Ensure all interactions follow HIPAA guidelines, industry standards, and internal medical protocols, ensuring calls are handled within each ACR’s defined scope of practice. Conduct ongoing quality reviews of communication and patient interactions, identify areas for improvement, and lead corrective measure initiatives to maintain high standards of service.

Patient Advocacy and Escalation:

Collaborate with the Quality Manager, directly handling complex caller or patient complaints, resolving service issues, and escalating to appropriate UHS teams. Support service recovery efforts to enhance the patient experience.

Staff Training and Development:

Provide ongoing training to ACRs on new policies, procedures, clinical updates, scheduling protocols, and best practices. Assess staff skill gaps and implement targeted development plans to enhance performance.

Strategic Collaboration:

Partner with UHS department heads and leadership and IT to align Access Center goals with broader clinical and business objectives.

Do you have experience in Telephone systems?, Do you have a Associate’s degree?, Bachelor’s degree in health administration, business, or related field. Associate’s degree is acceptable with relevant experience managing a call center/patient access center.

Experience:

3-5 years of progressive management experience in a call center/patient access center, preferred.

Clinical Background:

Strong understanding of healthcare practices, specifically outpatient practice flow, scheduling, and patient-centric care (Primary Care Providers and Specialists).

Leadership Skills:

Proven ability to lead and motivate a team, provide constructive feedback, navigate change, and manage performance in a high-pressure, fast-paced environment.

Communication Skills:

Excellent verbal and written communication skills to effectively interact with patients, families, healthcare providers, and staff. Demonstrates high levels of empathy, patience, and professional phone etiquette for sensitive patient interactions.

Organizational Skills:

Skilled in using data to identify trends and implement process improvements. Ability to prioritize tasks, manage multiple priorities, and meet deadlines effectively.

Technical Proficiency:

Proficiency in Electronic Health Records (EHR), call center software (e.g., Five9, Salesforce, or Cisco), and Microsoft Office (Word, Excel, PowerPoint). Experience with reporting and dashboard tools is preferred.

Pulled from the full job description

• Tuition reimbursement
• 403(b)
• Health insurance
• Retirement plan
• Paid time off
• Employee discount
• Dental insurance, * 403(b)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement