Patient Care Representative Supervisor - Key Whitman Rockwall

Key-Whitman Eye Center•Dallas, TX

14d

About The Position

The Patient Services Manager oversees the daily operations of the call center and leads a team of patient service representatives to ensure 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 manager provides daily leadership, mentorship, development, and guidance to Patient Services team members; interviews and hires new team members and implements their training plans; and manages performance evaluations and departmental supervision in compliance with company policy and applicable state and federal laws. The role works with the Patient Services Supervisor to support clinical goals, including scheduling and patient satisfaction, and leads agents in refining processes and procedures. The position also addresses patient questions and concerns about procedures, pricing, scheduling, and insurance coverage; monitors time-off requests and approves timecards before payroll processing; and oversees communication among onsite, remote, and clinic-location departments. The manager fosters a positive, accountable, and inspired work environment while maintaining privacy and respect around colleagues’ personal issues. Additional duties include overseeing role-specific computer applications and their maintenance and implementation, and drafting and maintaining training and reference documents for Patient Services agents.

Requirements

Bachelor’s degree or 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 Patient Services team members.
Interview and hire new team members and execute their training plans.
Manage staff performance evaluations and supervise departments in compliance with company policy and state and federal laws.
Work with the Patient Services Supervisor to ensure clinical goals, including scheduling and patient satisfaction, are met.
Lead Patient Services agents and identify ways to refine processes and procedures.
Respond to patient questions and concerns regarding procedures, pricing, scheduling, and insurance coverage.
Monitor time-off requests and approve timecards before payroll processing.
Oversee communication among onsite, remote, and departments across all clinic locations.
Cultivate a positive, accountable, and inspired work environment.
Maintain privacy and respect regarding colleagues’ personal issues.
Oversee the use of role-specific computer applications and provide for their maintenance and facilities implementation.
Draft and maintain training and reference documents used by Patient Services agents.