Supervisor, Patient Access Cen

The Call Center Supervisor is the primary point of contact for assigned Team Lead(s) and Access Center Specialist. This position will provide support regarding incoming patient requests, complex inquiries, and request. The Call Center Supervisors will oversee daily operations of the Access Center and must maintain excellent leadership skills and abilities. Overseas daily operation of the Access Center, including monitoring incoming call volumes and activities of call center specialist for assigned clinical departments. Maintains up to date knowledge in the areas of patient registration, appointment scheduling and department protocols in accordance with the clinical departments scheduling guidelines. Collaborates with clinical leadership to maintain up to date department scheduling guidelines. Provides reports to Access Center Manager regarding staff performance, attendance, and quality of service. Coordinates Access Specialist workflow ensuring maximization of time and ensure all phone queues are properly staffed. Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure. Provide leadership and manage workflow for outbound call assignments to schedule patients based on referrals received, monitoring and reporting productivity. Manage on-call reports, schedules, contact numbers and processes for After Hour Access Specialist and 3rd Party After Hours Service Providers. Resolves patient messages or concerns submitted by 3rd Party After hours service center. Conduct regular reviews of specialist performance, providing motivation, coaching/mentoring, and guidance to Team Leads to help them improve staff performance. Participate in the screening, interviewing, and hiring of Access Specialists. In collaboration with Team Leads and Manager, completes Annual Performance Evaluations and Performance Documentations. Complete timecards for assigned staff; documenting on department schedules; tracking adherence to Attendance Policies. Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual. Attends/Completes all ongoing technical, customer service, and other training to continually improve skills. Responsible for complying with all clinical policies and procedures and HIPAA compliance. Demonstrates personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies. Performs other duties as assigned. Proficient typing and keyboarding skills Advanced Knowledge in Microsoft Office Suite Clinical or Healthcare Experience is preferred with some knowledge of medical terminology Verbal and written communication skills Active Listening skills Collaborative Relationships Problem analysis and problem solving Conflict Resolution – Decision making Organizational skills – Attention to Detail Adaptability Teamwork Bilingual preferred but not required