Call Center Supervisor (Healthcare)

Philadelphia Urgent Care management

5d•Onsite

About The Position

The Healthcare Call Center Supervisor oversees daily operations of the patient call center, ensuring efficient, compassionate, and accurate service to patients, providers, and internal departments. This role supervises call center agents responsible for scheduling, registration, referrals, billing inquiries, and general patient support. The supervisor ensures staff meet service standards, follow HIPAA regulations, and deliver a positive patient experience.

Requirements

Associate’s or Bachelor’s degree preferred (or equivalent work experience).
Preferred experience in a healthcare call center or patient access environment.
At least 1 year in a supervisory, lead, or quality assurance role.
Familiarity with medical terminology, insurance verification, and appointment scheduling.
Strong leadership and coaching abilities.
Excellent communication, empathy, and problem-solving skills.
Experience with EHR/EMR systems (e.g., Epic, Cerner, Athena) and call center software.
Ability to manage multiple priorities in a fast-paced environment.
Commitment to patient confidentiality and quality care standards.

Nice To Haves

Preferred experience in a healthcare call center or patient access environment.

Responsibilities

Supervise and support call center staff handling inbound and outbound patient calls, ensuring professionalism, accuracy, and empathy in all interactions.
Monitor call quality and performance metrics (e.g., call volume, hold times, first-call resolution, patient satisfaction) and provide coaching as needed.
Train and mentor agents on policies, systems (such as EHR/EMR), scheduling protocols, and patient communication best practices.
Assist with complex or escalated patient concerns to ensure timely and satisfactory resolution.
Maintain compliance with HIPAA, organizational policies, and healthcare regulations.
Coordinate staffing schedules to ensure adequate coverage and meet service-level goals.
Collaborate with clinical, billing, and administrative departments to streamline workflows and resolve process issues impacting patients.
Generate and analyze reports on call center performance, trends, and quality metrics for management review.
Support implementation of new systems, technology, or process improvements to enhance efficiency and patient satisfaction.
Foster a positive, team-oriented environment that supports employee development and retention.