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Supervisor Patient Access

Burlington, Massachusetts

Organization Facility: Lahey Hospital and Medical Center Category: Patient Access Job ID: JR5085 Date posted: 12/14/2022
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When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Day (United States of America)

Position Summary: Under the supervision of the Director of Registration and Scheduling, supervises and coordinates the daily operations of the Registration and Scheduling department’s Call Center. Coordinates staffing to insure timely customer service access to appointments. Resolves employee issues in accordance with clinic and departmental guidelines. Serves as a role model by integrating quality customer service, leadership skills and communication skills.

Key Relationships: Indicate the most frequent and/or critical interfaces for which this position supports, including its immediate supervisor.

Position Title/Work Group Purpose

Patients Provide exceptional customer service to patients in a timely and professional manner

Clinic Personnel Respond to issues pertinent to the coordination of patients being registered and scheduled.

Principal Duties and Responsibilities:

Function Standard

1. Leadership Effectively organizes the staffing in the call center to insure timely customer access to appointments. Effectively participates in the development, implementation and communication of departmental and Clinic-wide goals, policies and procedures. Schedules staff to maintain adequate coverage and assists with evaluations and disciplinary issues .

2. Specific Tasks · Coordinates sufficient staffing levels in the appointment office call center for all hours of operations. · Works department managers to maximize staffing levels throughout the entire department. · Available by pager. Works a minimum of one late night per week for direct supervision of 2nd shift staff. · Monitors call no less than 10 per week and provides timely coaching and feedback to coordinators regarding their productivity. · Strives to the department goal of <=4% monthly lost call rate. · Resolves coordinator issues in accordance with departmental policies. Escalates coordinator issues, if appropriate to the Director. · Reviews and completes weekly employee time cards · Reviews time-off request in accordance with established departmental polices. · Assists with the creation, implementation, and monitoring of employee incentive program · Ensures the highest level of customer service standards for not only themselves, but also for the staff of call center. · Conducts yearly performance evaluations. · Makes recommendations on Merit increases · Organizes and maintain communication book, reference materials and other education materials · Recommends system changes and enhancements as required · With the Director, analyzes operational needs and assists in the development and strategy of the Registration and Scheduling department · Assists in the preparation and operation of regular staff meetings to educate staff and exchanges ideas and information · Actively participates in meetings as necessary

3. Communication of Information

Maintains strict standards of patient confidentiality. Coordinates and communicates information through various processes, which include, but are not limited to the following: computers, telephone/paging, verbal and written.

4. Interaction with Customers Consistently maintains a courteous, helpful, and professional manner with all interactions with customers.

5. Staff Development Serves as a role model for customer service. Encourages all staff members to respond to change in the work place as necessary, continually using time to departmental advantage; ability to motivate colleagues; assists staff members who exhibit insufficient knowledge or inability to complete assigned tasks.

6. Departmental Policies

Informs patients/staff of pertinent policies as necessary i.e., HIPPA, Medicare Rights, etc. Educates staff of policies and procedures. Assists with input into new policies and procedures as necessary.

7. Team Work

Assists co-workers when short-staffed, cross-trains in all the Registration and Scheduling areas, and perform a variety of other duties as assigned by the Director of Registration & Scheduling.

8. Judgment Consistently combines ethical judgement and technical skills within the policy and legal guidelines of the institution; ability to comprehend all facets of a problem and assign proper values to each consideration in arriving at a decision.

9. Adaptability Ability to adapt to changes made in the department and Clinic with enthusiasm to each new situation; displays high energy level when pursuing goals and objectives; adeptness at grasping the big picture.

10. Communication Skills Ability to maintain appropriate interdepartmental, intradepartmental and interpersonal communications to understand needs and expectations of customers and to share this information seeks feedback from colleagues and subordinates; communicates effectively and efficiently both written and verbally.

Guiding Principles: Indicate the departments’ expected standards regarding respect, caring, teamwork excellence, and commitment to personal best.

The Call Center Supervisor will demonstrate respect and caring to all internal and external customers through courteous communication and listening. He or she will strive to perform their job duties to the best of their ability while abiding by institutional and departmental guidelines and standards.

Minimum Qualifications:

1. Education: Associates Degree or equivalent education and experience.

2. Licensure, Certification, Registration: Not applicable.

3. Skills: IDX Scheduling, telephony technology/data solutions (preferably AVAYA), completion of medical Terminology class, and excellent customer service skills.

4. Experience: Minimum of 3 year’s experience in a lead position in a fast paced environment, preferably in an area dealing with customer service in a call center. Interpersonal skills, confidentiality and flexibility are necessary to effectively lead assigned staff and interact with all levels of staff both within the hospital and with outside agencies. Must have excellent written and verbal communication skills and customer service driven/focused. Analytical skills to problem solve. Detail oriented to follow through on any special projects and the ability to work independently in a busy hectic environment.

5. Preferred Qualifications: Knowledge around call center service, customer service.

Job Description:

Supv Call Center - Job_Description_Under_Construction

FLSA Status:


As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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