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At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs...and more

11p - 8a  Monday - Friday

The Priority Access Supervisor plays a vital role in the success of Patient Access by serving as the key link between clinical operations (physicians, administrators, managers, and staff) and the call center (agents and Patient Access leadership).

This role is responsible for leading, developing, and supporting team members to become patient-centered, high-performing brand ambassadors focused on delivering exceptional customer service across all patient interactions. The Supervisor ensures operational efficiency, staff engagement, and alignment with Emory Healthcare standards.

RESPONSIBILITIES

Team Leadership & Development

• Lead, coach, and develop Patient Access Associates and Specialists to ensure high performance and service excellence.

• Utilize strong interpersonal and listening skills to identify employee concerns and provide appropriate coaching and support.

• Foster a positive, collaborative, and high-performing team environment.

Team Administration & Workforce Management

• Manage team time and attendance using Kronos in accordance with Emory Healthcare attendance policies.

• Monitor and manage agent adherence, submitting exceptions to Workforce Management within established timeframes.

• Ensure appropriate staffing levels to meet operational demands.

Quality & Patient Experience

• Monitor and evaluate call quality by reviewing a minimum of two (2) calls per agent per month.

• Provide ongoing feedback, coaching, and performance improvement support.

• Handle and resolve escalated calls to ensure a positive patient experience.

Clinic & Operational Collaboration

• Serve as a liaison between the call center and clinic operations.

• Partner with clinic teams to maintain and update workflow documentation (e.g., wiki content).

• Prepare, maintain, and distribute operational reports as requested.

Process Improvement & Performance Management

• Collaborate with leadership to drive process improvements and operational efficiency.

• Support initiatives aimed at improving performance metrics and patient satisfaction.

• Monitor key performance indicators (KPIs) and contribute to achieving departmental goals.

Additional Responsibilities

• Perform other duties as assigned to support Patient Access operations and organizational priorities.

MINIMUM QUALIFICATIONS

Education

Bachelor’s degree required.

Experience

• Minimum of two (2) years of experience in customer service, hospitality, call center, or sales environment; OR

• Equivalent combination of education and relevant experience may be considered.

Knowledge, Skills, and Abilities

• Strong leadership, coaching, and team development skills.

• Excellent interpersonal and communication skills.

• Ability to manage performance, address challenges, and drive results.

• Strong organizational and time management skills.

• Ability to work in a fast-paced, high-volume environment.

• Proficiency with workforce management tools (e.g., Kronos) and call center systems.

• Strong problem-solving and decision-making abilities.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.