Description

　　JOB DESCRIPTION:

　　Emory Healthcares Priority Access Supervisor plays a vital role in the success of Patient Access. This role is the link between the section (physicians, administrator, managers, and staff) and the call center (Agents and Patient Access leadership).

　　The overall function of the Supervisor is to support the development of team members into patient-centered, high-performing brand ambassadors focused on the delivery of excellent customer service in all patient interactions.

　　Team Leadership: Interpersonal skills to interact with the Patient Access Associates and Specialists with perceptive listening skills to identify the concerns and take appropriate actions with employees who may need guidance or coaching.

　　Team Administration: Manage team's time and attendance in Kronos, applying the EHC Attendance Policy; and proactively manage and update agent adherence by submitting exceptions to Workforce Management within the established timeframe. Quality Patient Care: Monitor and document a minimum of 2 calls per agent per month; provide feedback and coaching; and handle and resolve escalated calls as needed.

　　Clinic Interactions: Partner with the Clinic to update the wiki content regularly; and prepares, maintains and updates requested reports.

　　Process Improvement: Partners and proactively participates with all levels of leadership team on driving results in various initiatives and measurable categories

　　MINIMUM QUALIFICATIONS:

　　Bachelors Degree and at least 2 years of experience in a customer service, hospitality, call center or sales environment OR equivalent combination of education and experience.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.

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　　Division Emory Healthcare Inc.

　　Campus Location Atlanta, GA, 30345

　　Campus Location US-GA-Atlanta

　　Department Other Scheduling

　　Job Type Regular Full-Time

　　Job Number 123217

　　Job Category Clerical & Administrative

　　Schedule 8a-5p

　　Standard Hours 40 Hours

　　Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.