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Supervisor, Access Center
ChristianaCareAccess Center Supervisor overseeing healthcare call-center operations for ChristianaCare. Supervising customer service teams, monitoring performance metrics, and supporting patient scheduling and service recovery.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and supervisory skills in managing customer service teams within a healthcare call center environment. Proficient in monitoring workflows, ensuring compliance with HIPAA and JCAHO regulations, and maintaining high standards of customer service and quality metrics.
Highest-signal resume keywords
Supervisory SkillsHealthcare Call Center ExperienceCall Quality AuditsCustomer Service SkillsHIPAA Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Center ManagementWorkflow MonitoringStatistical Metrics ManagementQuality ManagementScheduling CoordinationPerformance AuditingMultitaskingDocumentationProblem SolvingAction Plan Development
Soft Skills
Effective CommunicationSound JudgmentCustomer Service OrientationTeam LeadershipConfidentiality Maintenance
Tools & Technologies
HEATAIDETTelecommunications EquipmentComputer ProficiencySoftware Applications
Certifications & Qualifications
High School GraduateCertificate Program or Bachelor’s Degree (Preferred)
Industry Keywords
Patient AccessMedical Office ProceduresCCHS PoliciesJCAHO RegulationsNon-Clinical Business Processes
About the role
Key responsibilities & impact- Assist the Director with efficient daily operation of the Access Center and adequate staffing
- Supervise Customer Service Specialists, Customer Service Representatives, Patient Access Partners, and Senior Patient Service Representatives
- Monitor practice workflows, customer and patient satisfaction, personnel management, quality management, and call queues
- Collaborate with the Director and Practice Leadership to troubleshoot issues and address scheduling or call-volume changes
- Monitor workflow and call queues to ensure performance metrics are achieved
- Manage staff schedules, time and attendance, lunches, and breaks
- Provide daily supervision, staff guidance, and performance huddles
- Ensure staff have appropriate equipment, protocols, guidelines, job aids, and training materials
- Facilitate service recovery using HEAT/AIDET
- Conduct call quality audits and monthly coaching sessions
- Participate in interviews as requested
- Respond to high-volume calls and handle scheduling, registration, phone notes, and detailed documentation
- Escalate urgent calls using sound judgment
- Interact with patients, physicians, and staff to provide accurate communication
- Enforce safety rules, CCHS policies and procedures, HIPAA, and JCAHO regulations
- Report unsafe activities, conditions, hazards, and safety violations to the Director
- Perform other related duties as required
Requirements
What you’ll need- High school graduate required
- Certificate Program or Bachelor’s Degree preferred but not required
- 5–7 years of prior call center, customer service, medical office-related experience and supervisory skills required
- Healthcare call center experience preferred
- Computer and keyboarding skills required
- Equivalent combination of education and experience may be substituted
- Knowledge of core non-clinical business processes and departmental work
- Ability to monitor workflow and call queues, prioritize, and multitask
- Ability to manage statistical and quality metrics
- Knowledge of Medical Group Practice procedures and changing requirements
- Ability to communicate effectively with departments and management
- Ability to maintain confidentiality
- Ability to identify performance or attendance issues and create action plans
- Ability to coordinate staffing schedules and track time and attendance
- Ability to perform call quality audits and coaching sessions
- Exceptional customer service skills
- Sound judgment in escalating urgent calls
- Proficiency with computers, software, telecommunications equipment, and keyboarding
- Ability to comply with HIPAA and JCAHO regulations and enforce CCHS policies and procedures
- Ability to perform assigned work safely
Benefits
Comp & perks- Health insurance
- Paid time off
- Retirement
- Employee assistance program
- Competitive suite of employee benefits supporting employee and family wellness