> Markdown version of [/jobs/ext/517968-access-center-manager-supervisor](https://www.wearedevelopers.com/jobs/ext/517968-access-center-manager-supervisor). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Access Center Manager/Supervisor - **Company:** Union Health - **Location:** Chicago, IL, United States - **Experience:** Experienced - **Salary:** $74,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Salesforce.Com, Electronic Medical Records, Cisco - **Published:** June 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ce3eeaf5d6a54246 ## About the Role 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. ## Description 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. ## Related Videos - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [Top HR Tech Conferences in 2024](https://www.wearedevelopers.com/magazine/303-top-hr-tech-conferences-in-2024) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)