Patient Services Supervisor

Shady Grove Fertility

1d•Remote

About The Position

Enjoy meaningful work while contributing to an organization that changes lives every day. US Fertility, the nation’s leading partnership of physician-led fertility practices, is redefining what it means to build a career in reproductive medicine. Our team members choose to build their career home at US Fertility because of the hope we inspire in our patients, the lives we help bring into the world, and the culture of excellence we foster across our organization. We share a deep commitment to continuously improving the patient experience and advancing research and development in one of the most dynamic and impactful fields of medicine. Through our national network of premier fertility centers—including Shady Grove Fertility—we combine clinical expertise, scientific innovation, and compassionate care. The work we do building families offers purpose, challenge, and personal reward—and we’re just getting started. Opportunity Overview We have an immediate opening for an Patient Services Supervisor to join our remote team at Shady Grove Fertility. Schedule: Monday through Friday, 7:00 AM to 4:00 PM and occasional weekends and holidays for on-call support This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day. How You’ll Contribute At US Fertility, collaboration is fundamental to how we work. There is undeniable strength in numbers—and support is always within reach. Whether collaborating with more than 200 highly respected physicians nationwide or partnering with colleagues who are passionate about solving meaningful problems, you’ll be surrounded by a team committed to shared success. In this role, the Patient Services Supervisor will: Directly supervises PSR Trainers and centralized PSR call center staff, providing coaching, feedback, and performance management Provides oversight of PSR performance across site-based teams, partnering with site supervisors to reinforce accountability and consistency May directly supervise PSRs in select practices or organizational structures Interprets performance trends across individuals, teams, and regions to identify root causes of variability and opportunities for alignment and improvement Holds team members accountable to established workflows, service standards, and financial expectations Travels to offices regularly to provide on-site leadership, observe performance, and support operational needs (up to 40% travel annually) Supports operational decision-making related to staffing, workflow adjustments, and prioritization of resources Maintains compliance with organizational policies, regulatory requirements, and accreditation standards Performs other duties as assigned by leadership to support department operations and training strategy What You’ll Bring We’re looking for professionals who bring both technical skill and a deep sense of responsibility to the care experience—individuals who thrive in environments where excellence, empathy, and accountability matter. More important than any single credential, however, is the right person. Team members who are most successful at US Fertility embrace our mission, live our values, and remain committed to continuous improvement—for themselves, their colleagues, and the patients we serve. What We Offer US Fertility is proud to provide a competitive, comprehensive benefits package designed to support our team members—professionally and personally—across all employment types. Full-Time Employees (30+ hours/week) Medical, dental, and vision insurance 401(k) with company match Tuition assistance and professional development support Performance-based bonus opportunities Generous paid time off, paid holidays, and paid parental leave Life and disability benefits Fertility Discount Program Employee wellness and recognition programs Part-Time Employees 401(k) with company match Performance-based bonus opportunities Employee wellness and recognition programs Per Diem Employees 401(k) with company match Employee wellness and recognition programs Our Commitment to Inclusion and Opportunity US Fertility and its network partners believe that a diverse workforce is essential to fulfilling our mission of expanding patient access to the highest standards of fertility care. We are committed to equitable and inclusive hiring practices that ensure our clinical and operational teams reflect and support the diverse communities and patients we serve. Across our national footprint, US Fertility is a leader in offering clinical, administrative, and operational career opportunities at locations throughout the United States. We are equally committed to developing individual strengths, promoting from within, and supporting long-term career growth. This is a moment of growth, innovation, and impact. Take the next step in your career with US Fertility—and help shape the future of fertility care.

Requirements

Associate degree in business, healthcare administration, or related field required; Bachelor degree preferred.
Minimum 4-6+ years of experience in healthcare operations, patient services, or related field
Prior experience leading teams, including direct and indirect (matrixed) oversight preferred
Demonstrated experience managing performance, coaching, and driving accountability across team
Experience with NextGen and Phreesia

Responsibilities

Directly supervises PSR Trainers and centralized PSR call center staff, providing coaching, feedback, and performance management
Provides oversight of PSR performance across site-based teams, partnering with site supervisors to reinforce accountability and consistency
May directly supervise PSRs in select practices or organizational structures
Interprets performance trends across individuals, teams, and regions to identify root causes of variability and opportunities for alignment and improvement
Holds team members accountable to established workflows, service standards, and financial expectations
Travels to offices regularly to provide on-site leadership, observe performance, and support operational needs (up to 40% travel annually)
Supports operational decision-making related to staffing, workflow adjustments, and prioritization of resources
Maintains compliance with organizational policies, regulatory requirements, and accreditation standards
Performs other duties as assigned by leadership to support department operations and training strategy