Supervisor Patient Access Services-Call Center Supervisor
Johns Hopkins University

Baltimore, Maryland

Posted in Education and Training

This job has expired.

Job Info

Requisition #:617645
Location:Johns Hopkins Health System, Baltimore, MD 21201
Category:Clerical and Administrative Support
Schedule:Day Shift

Join an amazing global healthcare organization!

Excellent compensation package!

Awesome benefits, including dependent tuition reimbursement!

Location: 3910 Keswick Road, Baltimore MD 21211


Full-time, (40 hours)

Day Shift (8:00 a.m. - 5:00 p.m.)

Weekend Work Not Required

Exempt, MD

Position Summary:

Trains and coaches Patient Access Specialists. Monitors activity for quality and productivity. Analyzes call metrics and monitoring data and produces agent feedback and management reports. Coordinates the development of, reviews and implements departmental scheduling protocols. Demonstrates competency and appropriate usage of Avaya Call Management System (CMS). Responsible for selection and hiring, scheduling staff, performance management, employee time management and other record keeping.


Requires a minimum of a HS diploma or GED. A Bachelors' degree is preferred.


Minimum of five years related experience. Positions such as Patient Access Lead, Sr. Patient Access Specialist, or
Quality Partner are good entry points to this position.

Required Licensure, Certification:

Annual Supervisor Certification from The Call Center School (TCCS) passing score of 80% or better within one year of employment start date or internal reassignment/transfer. Must score 80% or better on biannual open book assessments.

Knowledge, Skills and Abilities:

Proficient in word processing and database management software applications.
Requires knowledge of medical terminology.
Requires knowledge of appointment scheduling applications (preferably the EPIC, Meditech or IDX systems) and medical insurance plans.
Requires knowledge of training methodologies.
Avaya Call Management System (CMS) requires knowledge on functionality. Real-time report comprehension. Ability to use the CMS to monitor agent and call traffic activity for maximum call coverage.
Knowledge of applicable HR policies.

Strong verbal and telephone communication skills
Excellent interpersonal skills.
Strong analytical skills.
Excellent time management skills. Maintains a good schedule / calendar. One on ones are priority.
Excellent customer service orientation.
Ability to efficiently manage multiple work priorities.

***Effective January 1st 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your new employee pre-boarding. Exceptions to the COVID-19 vaccination requirement may be granted for medical reasons and religious beliefs. Requests for medical exceptions must be submitted at your occupational health screening. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts — including while at lunch or on breaks, and whether they are on or off campus.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
To apply, visit

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