Phone Access Management Supervisor - Penn State Health Medical Group - Call Center

Penn State Health Milton S. Hershey Medical Center


Location:  US:PA:Hershey

Work Type:  Full Time

FTE: 1.00

Shift: Days
Hours: Days 





Provides primary supervision and operational oversight for Schedulers supporting Practice Site Operations. Responsible for daily operations and coordination of scheduling team including but not limited to staffing, hiring, personnel management, scheduling, payroll, and performance management. Works under the Practice Site Manager responsible for Phone Access Group to support the asynchronous functions of scheduling access and inbound referral management that occur between patient care visits. Interprets and makes quality improvement plans against operational telephone service metrics, and is accountable for the quality of telephone service in the Phone Access Group.




High School Diploma or equivalent required.

One year of Call Center Experience required.


Penn State Health requires PAM Supervisors to complete a scheduling training program and demonstrate competence in all functional aspects of scheduling for Phone Access Group prior to 6 months of employment. This training is supplied by the employer.




Bachelors degree in Healthcare Administration or a related field preferred

Call Center, Healthcare IT, or Healthcare Operational leadership experience preferred

Ambulatory practice site experience preferred

Strong customer service background preferred





If chosen for this position, you may be required to pass a Post Offer Employment Physical Exam in accordance with the measurements listed in the Work Task Analysis (WTA) report.  This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.  All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.


Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 8:30 AM and 4:30 PM, Eastern Standard Time, Monday – Friday, email or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.


Union: Non Bargained