Patient Ambassador Supervisor

Integrated Pain Management Medical Group, Inc.•Brentwood, CA

About The Position

The Patient Ambassador Supervisor is responsible for the direct supervision, performance management, and operational effectiveness of Patient Ambassadors across assigned regions. This role provides hands-on leadership through a combination of remote management and frequent in-person field visits to clinic locations throughout the state. In addition to people management, the Supervisor plays a critical role in developing, implementing, and continuously improving intake workflows, referral processes, and operational standards. This role partners closely with Patient Access leadership, Operations, Business Development, and Clinical teams to ensure a consistent, high-quality referral and patient experience. The Patient Ambassador Supervisor is also a key ambassador to external referral sources, helping to foster strong relationships, gather feedback from the field, and translate insights into operational improvements that support referral growth and patient satisfaction. The Supervisor will attend business development functions to create a strong relationship between our referral sources and our intake function. This person can sit at any of the following locations: San Francisco, Los Gatos, Campbell, Brentwood, and Walnut Creek.

Requirements

Bachelor’s degree preferred; equivalent experience may be considered.
Minimum 3–5 years of experience in healthcare operations, intake, patient access, or related field.
2+ years supervisor/management experience required.
Prior experience managing or supervising teams, preferably in a distributed or multi-site environment.
Experience developing workflows, SOPs, and operational improvements.
Comfortable managing employees remotely while maintaining strong engagement and accountability.
Proficiency with EMR/EHR systems and operational software platforms.
Willingness and ability to travel frequently within California.

Nice To Haves

Strong understanding of California Workers’ Compensation processes preferred.

Responsibilities

Provide direct supervision to Patient Ambassadors across multiple clinic locations.
Set clear performance expectations, goals, and accountability standards aligned with departmental KPIs.
Conduct regular check-ins, 1:1 meetings, performance evaluations, and coaching sessions.
Manage all aspects of employee relations, including scheduling, timekeeping, PTO approval, attendance monitoring, corrective action, and disciplinary processes in partnership with HR.
Support onboarding, training, and ongoing development of Patient Ambassadors.
Ensure consistent application of policies, procedures, and standards across all assigned locations.
Travel regularly to clinic sites statewide to provide in-person support, coaching, audits, and engagement with Patient Ambassadors.
Observe workflows in the field to ensure compliance with standards and identify improvement opportunities.
Serve as an accessible, visible leader to frontline staff and clinic partners.
Act as a liaison between field teams and centralized leadership.
Partner with the Sr. Manager of Patient Access to design, implement, and refine intake and referral workflows.
Identify inefficiencies, gaps, or risks in current processes and lead continuous improvement initiatives.
Develop and document standard operating procedures (SOPs), job aids, and training materials.
Collaborate with cross-functional teams to align workflows with clinical capacity, business goals, and regulatory requirements.
Leverage data, frontline feedback, and field observations to drive operational enhancements.
Support and strengthen relationships with referral sources, including attorneys, adjusters, providers, and clinics.
Attend referral source meetings, events, and site visits as needed, often alongside Business Development.
Collect feedback from referral partners and translate insights into actionable operational improvements.
Ensure Patient Ambassadors consistently represent the organization professionally and align with referral source expectations.
Serve as an escalation point for referral-related concerns, service issues, or process breakdowns.
Assumes other responsibilities as appropriate to the position and organizational needs