Patient Services Supervisor - Access Center
Position Description
Supervises day-to-day activities for the PSS team, ensuring coverage and efficiency across the assigned functional unit. Monitors performance and productivity, provides coaching, and conducts employee evaluations. Manages employee timesheets and leave reporting. Coordinates with other teams to ensure consistent service standards. Trains other PSS team members.
Major/Essential Functions
- Oversee daily operations for assigned Access Center team(s), including scheduling, call handling, referral coordination, and related workflows.
- Monitor and actively manage team-level KPIs such as call abandonment, speed-to-answer, schedule adherence, scheduling accuracy, and work queue performance.
- Conduct real-time performance monitoring and make intraday staffing adjustments in coordination with Workforce Management or leadership.
- Escalate operational barriers, workflow breakdowns, or capacity constraints to Access Center leadership in a timely manner.
- Directly supervise frontline staff (e.g., Patient Service Representatives, Referral Coordinators, or Scheduling Specialists).
- Provide ongoing coaching, call monitoring feedback, and structured performance evaluations.
- Reinforce service standards, scripting, decision trees, and scheduling protocols to ensure consistency.
- Support onboarding and training of new hires; identify skill gaps and partner with leadership on development plans.
- Foster a culture of accountability, responsiveness, and service excellence within the team.
- Conduct quality audits and monitor documentation accuracy to ensure compliance with policies and standards.
- Promote first-call resolution and reduced repeat contacts through workflow adherence and coaching.
- Address patient complaints or escalated service concerns within scope of authority.
- Ensure standardized procedures are consistently followed across assigned team(s).
- Identify workflow inefficiencies and propose practical improvements to Access Center leadership.
- Support implementation of new tools, protocols, and system updates as directed.
- Serve as a point of contact for clinic partners and internal stakeholders regarding operational questions or performance concerns related to assigned team(s).
- Provide regular performance updates and trend summaries to Access Center leadership.
Preferred Qualifications
- Prior experience in a lead or supervisory capacity preferred.
- Strong understanding of scheduling workflows, call center metrics, and EHR systems.
- Experience in performance management, coach staff, and drive operational results
Required Qualifications
High School diploma or equivalent, and five (5) years of experience.
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