Access Center / PCHA Supv

Overview

Oversees a team of representatives answering calls for the Access Center or Physician & Community Health Access, prioritizing superior customer service to enhance patient experience.

• Bachelor’s degree preferred.
• Healthcare experience preferred.
• Prior supervisory experience preferred.
• Proven ability to set clear objectives and lead the team in achieving them.

Access Center Manager / PCHA Manager

1. Supervises, monitors, and supports front-line staff daily; adjusts schedule as needed.
2. Ensures team is trained on scheduling guidelines, policies, and protocols.
3. Assists with calls and scheduling during peak or low staffing times.
4. Maintains knowledge of scheduling and healthcare systems (SPOK, Wake-on-Call, Encompass).
5. Resolves internal and external inquiries efficiently.
6. Analyzes and resolves issues promptly.
7. Sets realistic goals and holds team accountable for meeting performance standards.
8. Conducts Quality Assurance audits and Performance Evaluations.
9. Prepares and shares monthly reports.
10. Represents department in meetings as needed.
11. Maintains professionalism and confidentiality at all times.

• Excellent verbal and written communication skills.
• Strong problem-solving, time management, and organizational skills.
• Ability to handle demanding and stressful situations calmly.
• Self-motivated, capable of working independently.
• Effective with all levels of internal and external interactions.

• Fast-paced, 24/7 call center with interruptions and competing demands.

• Frequent sitting, with occasional standing, walking, and lifting up to 20 lbs.