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Job Description

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: Access Center Primary Care

**Work Type:** Full Time (Total FTE between 0.9 and 1.0)

**Shift:** Shift 1

**Work Schedule:** 8 Hr (7:00:00 AM - 3:00:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

**Pay Range:** $25.20 - $39.69 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The Supervisor of the Access Center is responsible for the supervision of the call center operations and providing consultation in support of the Rush Access Center and its varied operations. In this role, the Supervisor routinely works with a high-level of self-initiative, authority, and responsibility in performing technical and operational system management requirements; as well as addressing supervisory situations following well-established procedures and demonstrating independent judgement and execution. The Access Center Supervisor must possess broad and comprehensive knowledge, experience, and understanding of all Patient Access Center operations that will assist in effective operational implementation of RUMG Access Center policies or providing recommendations that will support effective and successful decision making by leadership. Exemplifies the Rush Mission, Vision and Values and acts in accordance with Rush policies and procedures, including compliance with all Rush University Medical Group Customer Service and Performance Standards.

Other information:

Required Job Qualifications:

• Bachelor’s Degree or equivalent in experience.

• 3 years demonstrated success/results in healthcare patient access, practice management or call center operations

• Proven ability to operationalize strategies.

• Broad knowledge of healthcare trends, challenges, and opportunities applicable to academic medical centers.

• Ability to analyze, compare and evaluate various courses of action.

• Ability to build successful teams utilizing strong interpersonal skills.

• Certified Healthcare Access Associate (CHAA) within 12 months of hire

Preferred Job Qualifications:

Physical Demands:

Competencies:

• Leadership

• Integrity

• Problem Solving

• Time Management

• Change agent

• Results driven

• Self-motivated and self-directed

**Disclaimer:** The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Responsibilities:

• Supervises and directs the daily/weekly/monthly activities and performance of team members.

• Identifies and resolves operational problems using defined processes, expertise and judgment.

• Establishes and monitors the productivity of the Patient Access Center Representatives and generates and analyzes productivity reports.

• Collaborates with Access Center Leadership to analyze call forecasts, call arrival patterns, in relationship to staff levels and modify staffing levels accordingly to meet productivity and quality measures established.

• Competent and proficient in Salesforce and Genesys platforms; optimizes patient interactions and workflow efficiency. Ensures accurate documentation, routing, and resolution of patient inquiries through integrated systems.

• Collaborates with IT and Access Center leadership to identify opportunities for enhancements in customer relationship management (CRM) processes, while providing feedback on Genesys contact center workflows to improve overall operational performance.

• Maintains up-to-date knowledge of system updates and functionalities, providing training and support to team members as needed.

• Reinforces and confirms that all patient communications services, productivity and performance goals, and unit or departmental objectives are successfully accomplished to the highest service level possible and in accordance with department goals.

• Ensures the successful performance and/or completion of administrative or supervisory duties, tasks, and assignments supporting operations are within established time frames; meeting established rates of performance for the quality and quantity of work for the position; demonstrating a level of quality, efficiency, and accuracy in the employee’s job performance that ensures the highest standards of excellence.

• Working closely with the QA & Training teams, supports and maintains a Continuous Quality Improvement (CQI) approach within the department; continuously gathering and assessing data for use in improving individual and department performance, as well as contributing to the development of more efficient and effective operational processing.

• Delivers guidance and recommends corrective services to address customer complaints.

• Supervises all assigned members prioritizing and assigning work; coordinating, monitoring and supervising staff members by providing guidance and direction on the successful completion of assigned tasks, duties, and responsibilities that support the successful achievement of department goals and objectives

• Monitors calls to observe employee demeanor, interaction with customer, customer navigation through appointment scheduling, and technical accuracy.

• Implements timely operational corrections or changes to a process or staff performance that will support effective resolution of identified errors, oversights, or unmet compliance requirements.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

**Position** Supervisor Access Center

**Location** US:IL:Chicago

**Req ID** 19674