Patient Access Supervisor

Job description

Accountabilities: Team leadership: Supervise and support Patient Access Representatives, managing daily priorities and ensuring administrative and technical functions are handled efficiently and effectively. Patient support: Serve as a knowledgeable resource for team members and assist with complex patient inquiries, including provider selection, appointment scheduling, cancellations, rescheduling, service information, and financial assistance screening. Escalation management: Address patient escalations promptly and guide issues through to resolution while maintaining a compassionate, patient-focused service experience. Frontline operations: Support incoming and outgoing communications, coordinate messages with health centers and providers, and provide frontline assistance when needed. Performance management: Monitor and report key service metrics such as call volumes, wait times, abandonment rates, productivity, accuracy, and other performance indicators. Coaching and development: Work with managers to coach employees, identify performance gaps, provide constructive feedback, and ensure team members have the tools and training required to meet service standards. Training and quality: Audit frontline performance, provide education, and collaborate with quality and training teams to strengthen onboarding and ongoing training programs. Process improvement: Recommend and update policies, procedures, and departmental manuals, communicate changes to staff, and identify opportunities to improve scheduling and patient access processes. Cross-functional collaboration: Maintain strong relationships with patients, staff, clinical teams, and affiliated organizations while representing the department in meetings and root-cause analysis initiatives. Communication and coordination: Facilitate effective two-way communication between frontline representatives, Patient Access functions, leadership, and other interdependent teams. Equity and inclusion: Promote equitable practices, build trust across cultural differences, and contribute to an inclusive workplace that recognizes the impact of structural and racial inequities on healthcare access. Mission alignment: Maintain a strong commitment to health equity, community accountability, patient-centered service, and organizational service standards. Requirements: Education: Associate degree or higher-level education, completed coursework in business or health services administration, or equivalent professional experience. Healthcare experience: At least 2 years of experience in a healthcare contact center, patient access, pre-access, admissions, hospital business office, or physician practice environment. Leadership experience: Previous supervisory or Team Lead experience, with the ability to coach, mentor, motivate, and hold team members accountable. Patient service: Strong customer-service orientation and the ability to adapt communication and support approaches to different personalities and situations. Operational skills: Ability to multitask, prioritize competing demands, manage time effectively, and remain composed in a high-volume environment. Communication: Strong English-language proficiency and the ability to communicate clearly and directly with patients, employees, clinical teams, and leadership. Performance management: Experience interpreting operational metrics, identifying performance weaknesses, and developing targeted approaches to improve productivity, accuracy, and service quality. Equity mindset: Demonstrated commitment to advancing racial and social equity, with self-awareness, empathy, humility, and openness to feedback regarding identity and equitable practices. Collaboration: Ability to build trust across cultural differences and work effectively with diverse teams and stakeholders. Preferred education: Bachelor’s degree in Healthcare Administration or a related field is strongly preferred. Preferred leadership experience: 2+ years of relevant experience at the leadership level is preferred. Preferred technical experience: Familiarity with Epic EMR/EHR is an advantage. Additional language skills: Working-level proficiency in a second language is preferred. Benefits: Salary: $25–$38 per hour, with placement within the range based on factors such as education, training, experience, professional achievements, and business needs. Medical, dental, and vision coverage for eligible full-time employees beginning on the date of hire. Flexible Spending Accounts (FSA) and Health Savings Account (HSA). Short-term disability and basic life and AD&D insurance provided by the employer. Voluntary long-term disability and additional life and AD&D insurance options. Employee Assistance Program (EAP). Retirement plan with a 3% employer match after one year of service. Accrual-based paid time off, Health Time Off (HTO), and 9 paid holidays. Fully remote work environment within the United States. Opportunity to contribute to patient access, healthcare equity, and inclusive service delivery. Collaborative environment focused on professional development, accountability, and high-quality patient experiences. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Access Supervisor based in the United States. This is a remote leadership opportunity overseeing day-to-day operations within a high-volume patient access and contact center environment.You will lead and support Patient Access Representatives while helping ensure patients receive timely, accurate, and compassionate assistance.The role combines frontline service, team coaching, performance management, scheduling support, and operational improvement.You will serve as a key communication link between frontline staff, clinical teams, leadership, and affiliated organizations.Success will depend on your ability to monitor performance, resolve complex patient concerns, and strengthen service quality and efficiency.You will also help develop training, policies, and procedures while promoting an inclusive, patient-focused culture.This role is ideal for an experienced healthcare contact center leader who is passionate about equitable access and high-quality patient service.