Priority Access Supervisor - Operator Services

As a Priority Access Supervisor at Emory Healthcare, your core responsibilities include overseeing the Patient Access team, managing time and attendance, providing mentorship to staff, maintaining quality patient care through call monitoring, and fostering process improvement initiatives. You'll play a crucial role in enhancing customer service interactions and ensuring that all team members excel as patient-centered ambassadors.

To qualify for the Priority Access Supervisor position at Emory Healthcare, candidates should possess a Bachelor’s degree along with at least two years of experience in a customer service, hospitality, call center, or sales environment. Alternatively, an equivalent combination of education and experience may also be considered. Strong leadership and interpersonal skills are essential for this role.

Emory Healthcare provides robust career development opportunities for its Priority Access Supervisors through ongoing mentorship, access to leadership programs, and regular performance feedback. The supportive environment encourages professional and personal growth, enabling you to pursue your career aspirations while contributing to an exceptional patient access team.

The Priority Access Supervisor position at Emory Healthcare typically offers full-time hours with a shift from 10:30 PM to 7 AM. This shift allows for a dynamic work environment where you can lead your team during night hours and contribute to patient access services at a critical time.

The physical requirements for the Priority Access Supervisor at Emory Healthcare include the ability to lift and carry objects up to 20 lbs and 10 lbs respectively, occasional to frequent standing or walking, and the need for close eye work involving computers and documentation. Adaptability to varying environmental conditions is also essential, as each task may present unique challenges.

When faced with difficult calls, it's vital to remain calm and listen actively to the caller’s concerns. Use empathy to connect with them and ensure they feel heard. After understanding the issue, provide clear solutions and follow up to confirm satisfaction. Highlighting your problem-solving approach during the interview can showcase your readiness for this role.

In describing your leadership style, emphasize your focus on mentorship, open communication, and team empowerment. Discuss how you foster a collaborative atmosphere that encourages feedback and promotes continuous improvement, essential for a Priority Access Supervisor at Emory Healthcare.

To enhance team performance, I would implement regular coaching sessions, establish clear performance metrics, and encourage a culture of recognition and accountability. Sharing how you would use data to shape your strategies can demonstrate your analytical mindset and commitment to excellence.

Prioritizing tasks in a call center involves assessing urgency and impact. I use tools and metrics to gauge team workflows and determine which issues need immediate attention versus those that can be scheduled for later. Detailing your organizational skills during the interview can further illustrate your capabilities.

In your response, highlight specific experiences where you monitored calls, provided feedback, and implemented quality assurance protocols. Discuss how these experiences have prepared you for ensuring high service standards as a Priority Access Supervisor at Emory Healthcare.

To keep the team motivated in a fast-paced environment, I focus on setting achievable goals, celebrating small wins, and providing opportunities for professional development. Sharing examples from past roles where you successfully motivated teams can strengthen your candidacy.

Resolving escalated customer issues requires patience, active listening, and decisive action. I would reassure the customer, gather all pertinent information, and provide a clear path toward a resolution. Emphasizing your conflict resolution skills will resonate well during the interview.

Communication is key in ensuring clarity and alignment within the team and with other departments. I believe that by establishing open lines of communication, we can enhance teamwork and ultimately improve patient care outcomes. Discussing specific examples can illustrate your views effectively.

In your response, outline a specific instance where you identified a process gap, implemented changes, and quantified the improvements. Highlighting your analytical and innovative approach to enhancing customer service will showcase your fit for the role.

To stay informed on industry best practices in patient access, I regularly participate in workshops, webinars, and networking with professionals. I also engage with professional organizations and read relevant literature. This answer demonstrates your commitment to continuous learning and improvement in the field.