Patient Access Supervisor, Cost Center

StrideCare•Addison, TX

19h

About The Position

The Patient Access Supervisor leads 8–10 contact center agents who handle new patient inquiries, scheduling, and procedure clearance. The team’s primary measure of success is completed visits rather than visits booked. The supervisor coaches agents daily and owns team targets for new patients and procedure completion, along with the team’s overall results. The role is accountable for completed visits, conversion and completion targets, patient experience, and team performance. It includes training and developing agents, managing scheduling and procedure-clearance workflows, overseeing quality assurance and data accuracy, maintaining staffing and queue coverage, and ensuring compliance with HIPAA and organizational policies. The supervisor also contributes to broader operational initiatives and shares frontline insight with Patient Access leadership and clinical partners.

Requirements

5–7 years supervising or managing agents in a healthcare contact center; contact center leadership outside healthcare does not meet this requirement.
Direct experience with new patient intake, scheduling, and procedure clearance, including insurance verification, prior authorizations, and referrals.
Track record of meeting conversion, scheduling, or visit-completion targets through coaching.
Daily experience using a CRM and an EHR or practice management system at the same time.
Experience running structured training, roleplay, and a call QA program.
Experience managing performance end to end, including coaching, documentation, improvement plans, and corrective action.
Fluency with contact center metrics, including service level, abandonment, handle time, adherence, and conversion.
Working knowledge of HIPAA and healthcare privacy standards.
High school diploma or equivalent.
Ability to sit for extended periods while working at a computer.
Manual dexterity to operate office equipment such as computers, phones, and fax machines.
Ability to lift and carry up to 20 pounds occasionally.
Visual acuity to perform tasks involving computer screens and paper documents.
Ability to move around the office to access files, office machinery, and other equipment.

Nice To Haves

Experience with RingCentral or a comparable cloud contact center platform.
Experience supporting multi-site or multi-provider practices with practice-specific scheduling rules.
Background in procedure-based specialty care.
Experience building training curricula or launching a new team or practice.
Associate’s or Bachelor’s degree.

Responsibilities

Train new agents before they take live calls on systems, practice scheduling rules, procedure clearance, call flow, and conversation skills.
Coach agents daily through live call monitoring, call reviews, side-by-side sessions, and roleplays.
Model warm, empathetic, patient-focused calls and coach agents to guide patients from initial inquiry to completed consults or procedures without pressure.
Build development plans, prepare strong agents for lead, trainer, or QA roles, recognize high performers, and advocate for their growth.
Set expectations and review each agent’s scorecard weekly; complete performance evaluations for direct reports.
Address low performance through documented coaching, improvement plans, and corrective action with HR when needed.
Own and report team conversion, new patient, and procedure completion targets daily and weekly.
Track patient drop-off between booking and visit, including no-shows, late cancellations, and incomplete clearance, and address causes.
Handle escalated calls and patient concerns, using them as coaching opportunities.
Manage practice-, provider-, and procedure-specific scheduling rules and keep agents current as rules change.
Oversee procedure clearance, including insurance and benefits verification, prior authorizations, referrals, and pre-procedure requirements.
Ensure accurate work across the CRM and EHR so records, schedules, and follow-ups remain in sync.
Manage daily staffing, schedule adherence, attendance, and queue coverage to meet service levels.
Monitor call volume, abandonment, and service levels in real time using phone system reporting.
Run the team’s QA program by scoring calls against a defined rubric, calibrating with peers, and closing gaps through coaching.
Audit scheduling, registration, and insurance data for accuracy.
Ensure compliance with HIPAA and organizational policies.
Contribute to workflow redesign, onboarding new practices, call scripting, technology rollouts, and reporting.
Bring frontline insight to Patient Access leadership and clinical partners.
Perform other duties as assigned.