Patient Care Representative Supervisor - Key Whitman Rockwall

Surgery Partners•Dallas, TX

14d

About The Position

The Patient Services Manager oversees daily call center operations and leads a team of patient service representatives to provide exceptional patient experiences. The role is responsible for operational performance, staff development, service quality, and adherence to organizational standards that support innovative and superior eye care. The position provides daily leadership, mentorship, and guidance; hires and trains team members; supervises staff performance; and works with the Patient Services Supervisor to support clinical goals such as scheduling and patient satisfaction. It also leads process improvements, responds to patient questions, coordinates communication across clinic locations and departments, and oversees relevant computer applications and training materials.

Requirements

Bachelor’s degree or at least 5 years of leadership experience in a healthcare or medical call center environment.
Prior management experience in a high-volume call center or patient access setting.
Strong knowledge of HIPAA and patient confidentiality standards.
Excellent verbal and written communication skills.
Proven ability to manage multiple priorities and lead cross-functional projects.
Experience using EMR systems and call center performance metrics.
Highly organized, self-motivated, and team-oriented leadership.

Responsibilities

Provide daily leadership, mentorship, development, and guidance to the Patient Services team.
Interview and hire new team members and execute their training plans.
Manage staff performance evaluations and supervise departments in compliance with company policy and applicable laws.
Work with the Patient Services Supervisor to ensure clinical goals, including scheduling and patient satisfaction, are met.
Lead Patient Services agents and refine processes and procedures.
Respond to patient questions and concerns about procedures, pricing, scheduling, and insurance coverage.
Monitor time-off requests and approve timecards before payroll processing.
Oversee communication among onsite, remote, and departmental teams across clinic locations.
Cultivate a positive, accountable, and inspired work environment while maintaining privacy and respect regarding colleagues’ personal issues.
Oversee use of role-specific computer applications and coordinate their maintenance and implementation.
Draft and maintain training and reference documents for Patient Services agents.