Patient Access Supervisor (Chesapeake Specialty Care)

University of Maryland Faculty Physicians•Baltimore, MD

5d•Onsite

About The Position

The Patient Access Supervisor is responsible for the oversight and day-to-day management of front desk and call center operations across the practice. This role ensures a high standard of patient experience, efficient scheduling workflows, and accurate registration processes while maintaining compliance with organizational policies and regulatory requirements. The Patient Access Supervisor provides direct leadership to Patient Service Representatives (PSRs) and call center staff, ensuring consistency in service delivery, staff performance, and operational efficiency. This position is primarily based at the Owings Mills location, with responsibility for supporting and standardizing workflows across all practice sites. This is a fully onsite leadership role that may require travel to other locations as needed.

Requirements

At least three (3) years of experience in a medical office, patient access, or healthcare operations role
High school diploma or equivalent required

Nice To Haves

At least one (1) year of supervisory or leadership experience preferred
Associate’s or Bachelor’s degree preferred

Responsibilities

Supervise, coach, and support front desk and call center staff across all locations
Monitor staff performance, provide ongoing feedback, and conduct performance evaluations
Assist with hiring, onboarding, training, and staff development
Create and manage staff schedules to ensure appropriate coverage across all sites and call volumes
Ensure accurate and efficient patient registration, check-in/check-out, and demographic verification processes
Maintain high standards for patient-facing interactions and customer service
Monitor wait times, patient flow, and front desk efficiency, implementing improvements as needed
Oversee inbound and outbound call handling, including appointment scheduling, patient inquiries, and message management
Monitor call metrics such as response times, abandonment rates, and scheduling accuracy
Ensure adherence to call handling protocols and scripting standards