Access Center Supervisor

Nemours is seeking an Access Center Supervisor (Full-Time), to join our team in Jacksonville, Florida.

The Access Center Supervisor is responsible for the supervision of the day-to-day functions of the Centralized Patient Access Center and direct supervision of the Access Center Specialist staff. This position collaborates with department leadership to evaluate service needs and volumes and adjusts staffing levels accordingly. This position assigns daily work schedules and acts as a resource in the daily operations and activities of the department, performing staff level duties as needed.

The Access Center Supervisor is responsible for maintaining adequate staffing to meet the demands of Nemours patient families and other customers by assisting with Human Resource management functions including interviewing, selection, orientation, education/training, feedback, performance evaluation, and policy and procedure development. With the support of the leadership team, the Access Center Supervisor writes and delivers corrective action and/or coaching and updates and maintains personnel files. 

Essential Functions:

• Oversee the daily operational activities of the Access Center, monitoring workflows and making daily adjustments using productivity and performance measures.
• Oversee production and quality of department performance to maintain efficiency and accuracy. Collaborate with the department leadership team to resolve process issues and/or create new workflows to improve performance.
• Review team metrics daily, report metrics to administration, and provide feedback/immediate countermeasures on any missed KPIs.
• Partner with clinical leadership to create, maintain, and update EMR decision tree scheduling guidelines and reliable methods to ensure scheduling accuracy and promote standard work.
• Perform a minimum of three Calabrio phone audits for each direct report monthly and provide timely feedback regarding call performance in addition to rounding with each direct report monthly to review Performance Management goals.
• Report daily team collections to the Treasury timely and in accordance with established protocol.
• Interview, hire, train, and develop Access Center associates. 
• Provide coaching and corrective action to Access Center associates in accordance with Nemours Human Resources guidelines.
• Resolve customer service complaints when escalated.
• Monitor, edit, and approve employees’ time in Kronos. 

Job Requirements

• High School Diploma required.
• Minimum (3) three years of experience.