Access Operations Supervisor-Call Center - Hours 2:30p-11p, M-F. (Every other weekend total of 8 hours)

Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health's 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

SUMMARY

Under general direction, is responsible for the overall operational success, performance and experience of a Regional Access Team(s) for Service Line (s). Guides the Regional Access team and is responsible for meeting company objectives and goals expected from this multi-faceted team and within the matrix teams of clinical practices and regional access center working in a hybrid setting. Leads implementation of new initiatives and performance improvement work. Manages both people and processes, tracking quantity and quality of agent performance and customer experience and the impact on the overall performance of the center, forecasting phone and MyHealth volume to ensure adequate staffing needs; and liaising and relationship building with practice leadership teams to build and sustain a high quality, well integrated regional access team. Responsible for ensuring smooth operations of the Regional Access Teams through, coaching and mentoring Call Center supervisors and individual Patient Service Representatives (PSR) to expand their service knowledge about Atrius Health, Service Line (s) of responsibility within the region(s) in which they work resulting in a superior experience for both the patients and the practices.

EDUCATION/LICENSES/CERTIFICATIONS

Bachelor's Degree in an appropriate discipline (or equivalent education, training or experience) required.

EXPERIENCE

At least 5-7 years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting with at least 2+ years of progressive management experience within healthcare. Proven experience leading a team in a fast-paced, high-volume and fluid call center environment. Exceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate. Strong problem-solving and conflict resolution skills. Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success. Able to prepare reports and analyze data to ensure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place. Able to lead a large team to continually improve and grow a call center while preserving the customer and practice experience.

SKILLS

Strong organizational, interpersonal and communication skills required. Excellent technical PC proficiency with all Microsoft applications. Proficiency with necessary technology and reporting, including phone systems. Broad based experience understanding the patient access experience and ways in which access can be improved. Demonstrated leadership and management skills. Strong organizational and problem resolution skills. Ability to implement procedures and processes efficiently. Knowledge of managing an expense budget. Demonstrated ability to function effectively in a highly-matrixed organization. Ability to delegate and effectively supervise and plan for the timely and successful completion of objectives. Ability to consistently meet established deadlines for deliverable or activities. Interpersonal relationship skills to motivate others and work with providers, managers, and staff in a positive and collegial fashion. Able to accomplish objectives in a complex organizational structure. Should possess a collaborative style with a history of developing and maintaining good relationships, and being accessible. Skilled at working within telephone reporting systems, MS Excel, PowerPoint and Word. Familiar with Customer Relationship Management (CRM) strategies.

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation and gender identity and/or expression, or other dimensions of diversity.

Benefits Include:

• Up to 8% company retirement contribution,

• Generous Paid Time Off

• 10 paid holidays,

• Paid professional development,

• Generous health and welfare benefit package.