Access to Care supervisor

Job Summary

Primary Job Duties And Responsibilities

• Supervise the day-to-day activities of frontline Contact Center caregivers, ensuring consistent delivery of a high-quality, patient-centered experience across all communication channels.
• Support implementation and adoption of new technologies, digital tools, automation initiatives, and AI-enabled workflows within daily operations.
• Ability and willingness to adapt to emerging technologies and continuously self-learn, including AI tools, automation platforms, and digital transformation initiatives that enhance operational efficiency and patient experience.
• Monitor real-time operations and queue performance, taking immediate action to address service level risks, call volumes, staffing gaps, schedule adherence, and operational disruptions.
• Ensure achievement of established KPIs including service level, quality, productivity, average handling time (AHT), schedule adherence, first contact resolution (FCR), and patient satisfaction.
• Conduct regular coaching, feedback sessions, and performance discussions with frontline caregivers to improve individual and team performance, accountability, and engagement.
• Foster a positive, motivated, and performance-driven team culture that supports caregiver engagement, retention, collaboration, and continuous improvement.
• Serve as the first level of escalation for patient concerns, complex scheduling issues, service recovery situations, and operational challenges, ensuring timely resolution and appropriate follow-up.
• Ensure all patient interactions are handled professionally and effectively in both Arabic and English, maintaining empathy, cultural sensitivity, confidentiality, and communication accuracy.
• Ensure strict adherence to organizational policies, workflows, scripting standards, and patient access guidelines.
• Promote accurate and timely utilization of EPIC and other operational systems, ensuring high standards of documentation quality, scheduling accuracy, and data integrity.
• Monitor caregiver performance through quality audits, call reviews, and operational dashboards, identifying trends and implementing corrective actions as needed.
• Support onboarding, training, and continuous development of frontline caregivers to ensure operational readiness and consistency of service delivery.
• Collaborate closely with Workforce Management, Quality, Training, Clinical Access, and Operations leadership teams to support operational goals and service improvements.
• Support implementation and adoption of new technologies, digital tools, automation initiatives, and AI-enabled workflows within daily operations.
• Ensure compliance with regulatory, organizational, patient confidentiality, and clinical governance requirements at all times.
• Perform other duties as assigned in support of Contact Center operations and organizational objectives.

ESSENTIAL Education

• Bachelor degree is required

Experience

• Minimum 3–5 years of experience in a high-volume Contact Center, Customer Experience, or Healthcare Access environment.
• Experience in patient access, appointment scheduling, healthcare operations
• Experience managing frontline performance, real-time operations, escalations, and service quality.
• Experience using contact center technologies, workforce management systems, CRM platforms, and EPIC or equivalent Electronic Health Record (EHR) systems.
• Experience managing frontline performance, real-time operations, escalations, and service quality.
• 1–2 years of supervisory or team leadership experience/task in a KPI-driven Contact Center operational environment.
• Familiarity with AI-enabled Contact Center technologies, automation tools, or digital service platforms

Job Specific Skills and Abilities

• Fluent in English and Arabic (spoken and written).
• Working knowledge of medical terminology
• Proficient in Microsoft Office applications and operational reporting tools.
• Strong understanding of Contact Center KPIs including service level, quality, productivity, schedule adherence, and patient/customer satisfaction.
• Strong coaching, communication, interpersonal, and team engagement skills.
• Ability to monitor real-time operations and respond effectively in a fast-paced, high-pressure environment.
• Strong organizational, analytical, and problem-solving capabilities.
• Ability to manage multiple priorities while maintaining operational accuracy and service excellence.
• Knowledge of healthcare workflows, patient access operations, scheduling processes, and medical terminology.
• Understanding of data accuracy, patient confidentiality, and documentation standards within healthcare systems.