Patient Services Supervisor (Hybrid - Midlothian, VA)
About The Position
The Patient Services Supervisor is responsible for overseeing the daily operations of the Patient Services team, ensuring high-quality service delivery, operational efficiency, and adherence to organizational standards. This role provides direct supervision, coaching, and performance management for Patient Services Representatives while supporting a positive, patient-centered experience. The Supervisor monitors key performance indicators, manages workflow and staffing needs, and addresses escalated concerns from patients, providers, and stakeholders.
Requirements
- Minimum of 2 years of supervisory or team leadership experience
- Experience in a call center, healthcare, or customer service environment
- Strong communication, organizational, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency in Microsoft Office or similar business tools
Nice To Haves
- Bachelor's degree in Business, Healthcare Administration, or a related field
- Experience with call center technologies, CRM systems, or healthcare platforms
Responsibilities
- Oversee daily call center operations, including queue management, workflows, and service levels
- Monitor call volume, productivity, and performance metrics (e.g., response times, call handling time)
- Adjust staffing levels and schedules to meet operational demands
- Identify and address workflow inefficiencies and process improvement opportunities
- Supervise, coach, and support Patient Services Representatives
- Conduct regular performance reviews, call monitoring, and feedback sessions
- Address performance concerns in accordance with company policies and applicable employment laws
- Reinforce expectations related to attendance, productivity, and service quality
- Manage and resolve escalated patient, provider, and stakeholder concerns
- Ensure timely, professional, and solution-oriented responses
- Promote a culture focused on empathy, service excellence, and patient satisfaction
- Support onboarding and training of new team members
- Reinforce policies, procedures, and system updates
- Partner with leadership to identify and support employee development opportunities
- Track, analyze, and report on key operational metrics and trends
- Provide regular updates to leadership on team performance and risks
- Escalate operational challenges and recommend solutions
Benefits
- Opportunities for professional development and leadership growth
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
11-50 employees
