Patient Care Coordination Supervisor

Integrated Pain Management Medical Group, Inc.•Portland, OR

10h•$60,000 - $70,000

About The Position

The Patient Care Coordination (PCC) Supervisor is responsible for overseeing the daily operations of BHC’s centralized call center, including both internal staff and outsourced vendor partners. This role ensures high-quality patient interactions, efficient call handling, and adherence to organizational standards, while driving performance against key metrics such as service levels, quality, and patient satisfaction. The PCC Supervisor plays a critical role in coaching team members, managing vendor performance, and ensuring consistent execution of workflows that support patient access, scheduling, and referral coordination.

Requirements

Bachelor’s degree required and/or 2 years of leadership experience
Minimum of 6 months of supervisory experience managing multiple direct reports
Previous experience working in a medical setting and experience with EMR/EHR systems
Excellent communication skills.
Strong interpersonal, written, and verbal communication skills with strong analytical and problem-solving skills.
Proficient in Microsoft Office Suite applications, including Outlook, Word, Excel, Access, and PowerPoint

Nice To Haves

Bilingual in Spanish preferred

Responsibilities

Maintain a high standard for productivity, quality, and patient experience, ensuring all service levels are consistently met
Supervise PCC team members and oversee daily call center operations across internal and outsourced teams
Monitor internal and vendor call queues to ensure adherence to company policies, procedures, and quality standards
Oversee third-party (3PL) call center vendor performance, including staffing, training, and KPI adherence
Identify and address performance gaps across internal staff and vendors, implementing corrective action plans as needed
Conduct regular coaching, performance reviews, and development planning for PCC staff
Participate in hiring, onboarding, and training of new team members
Monitor call center metrics including service level, call quality, productivity, and patient satisfaction
Prepare call center performance reports by collecting, analyzing, and summarizing data trends
Communicate job expectations and enforce policies and procedures
Address and resolve escalated patient concerns and service issues in a timely and professional manner
Partner with leadership to improve workflows, patient access, and operational efficiency
Conduct needs assessments, capacity planning, and contribute to strategic planning initiatives
Monitor attendance, adherence, and overall team performance
Collaborate with IT and operations teams on system enhancements (phone systems, EHR/EMR, ticketing systems)
Ensure compliance with HIPAA and organizational policies
Assumes other responsibilities as appropriate to the position and organizational needs