Access Center Supervisor (Bilingual)

Employment Type: Full time Shift: Day Shift Description: Position Purpose: The Access Center Supervisor will oversee the daily operations of Mercy Care's Access Center, focusing on quality metrics, team performance, and continuous process improvements. This role is key to ensuring that service levels are met or exceeded, and it involves managing a team of representatives, providing training, and analyzing performance data to enhance efficiency and customer satisfaction. What You Will Do: Monitor and analyze key performance indicators (KPIs) like call handling times and customer satisfaction. Provide feedback and coaching to improve staff performance. Implement strategies to optimize processes, enhance training, and leverage technology. Conduct training on new services, systems, and protocols. Develop and manage staff schedules for optimal coverage. Foster a customer-centric culture and resolve escalated customer issues. Collaborate with clinical teams to refine Access Center protocols and maintain communication standards. Assist with inbound/outbound calls and support team members as needed. Minimum Qualifications: High school diploma or GED required; Bachelor’s degree or equivalent experience preferred. Proven supervisory or management experience in a customer service or call center setting. Strong analytical, problem-solving, and communication skills. Proficiency with CRM systems, reporting tools, and familiarity with quality management methodologies. Bilingual skills are a plus Position Highlights and Benefits: Day-1 Benefits (PTO accrual, retirement plan and match, health insurance and more!) Opportunity to get paid daily – through DailyPay Paid holidays and generous Paid Time Off (PTO) Discounts with major vendors; AT&T, Verizon, Ford Motor Company, General Motors, Quicken Loans, AND MORE! Low-cost medical, dental, and vision insurance plans. Enjoy lower-cost medical services when you visit facilities within the Trinity Health network. Fast response interview times and job offers. Ministry/Facility Information: Mercy Care Atlanta, a Federally Qualified Health Center (FQHC) and comprised of 300 plus colleagues, is a healthcare organization that provides a range of health services to underserved and vulnerable populations in the Atlanta, Georgia area. We are dedicated to providing compassionate, high-quality care to individuals across all demographics. Rooted in the Mercy Philosophy, we prioritize respect, integrity, compassion, and excellence in all aspects of care delivery. Our Commitment to Diversity and Inclusion Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services. Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs. For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.