Patient Solutions Specialist Supervisor

Military Spouse Corporate Career Network • Norwich, CT

5d

About The Position

UCFS is seeking a Patient Solutions Specialist Supervisor to lead and support the call center and patient navigation operations, ensuring courteous, efficient, and professional customer service. The supervisor manages a team of Patient Solution Specialists, schedules, training, and readiness to handle incoming calls, conduct client intakes, assess social determinants of health, and provide information about UCFS services. The role helps improve health outcomes and reduce health disparities by overseeing and improving the delivery of high-quality patient navigation services.

The position works full-time, 40 hours per week, Monday through Friday. UCFS operating hours are 8:00 a.m. to 7:00 p.m., with hours varying by day and location; the organization is also open on the second and fourth Saturday of each month.

UCFS is a Federally Qualified Health Center that provides integrated services, including behavioral health, primary care, dental care, and case management. The supervisor collaborates across clinical and operational departments to coordinate patient solutions and improve access to services.

Requirements

• Associate’s degree in business administration, healthcare administration, or a related field.
• At least 2 years of supervisory experience in call center operations, including assessing and improving workflows.
• At least 2 years of direct supervision in a call center, patient access, registration, intake, or comparable high-volume service environment.
• At least 2 years of successful staff assessment, evaluation, and training or retraining experience.
• At least 2 years of successful EPIC EHR use in a healthcare setting.
• Proficiency with EPIC EHR.
• Knowledge of call center operations, workforce management principles, and performance metrics.
• Strong understanding of patient access, scheduling workflows, and healthcare operations.
• Ability to lead teams in a fast-paced, high-volume customer service environment.
• Ability to train both experienced and new staff on patient solution workflows.
• Demonstrated success in leadership and collaboration with diverse teams.
• Excellent customer/client service and communication skills.
• Proficiency with Microsoft Office Suite, including intermediate Excel skills.

Nice To Haves

• Experience with healthcare triage scripts and escalation workflows.

Responsibilities

• Supervise operation of the multi-line telephone system and ensure calls are answered, handled, and transferred efficiently according to protocol.
• Monitor customer service quality through coaching, quality assurance reviews, and performance feedback on calls, scheduling, documentation, and patient interactions.
• Supervise the initial client intake process, including accurate entry of demographic and insurance information and insurance verification.
• Guide telephonic and in-person client and patient support, including social determinants of health assessments.
• Facilitate communication plans, timelines, and follow-ups for ongoing client support.
• Maintain knowledge of community resources so the team can connect clients and patients with appropriate services.
• Partner with clinical teams, including Behavioral Health, Dental, and Primary Care, and operational teams to coordinate patient solutions.
• Perform administrative duties related to care coordination and record-keeping for reporting.
• Monitor and analyze operational and call center performance metrics, including speed of answer, abandonment rate, call quality, productivity, and other key performance indicators; identify trends and drive improvement.
• Implement real-time changes to address reported concerns.
• Monitor telephone queues and operational workflows, identify bottlenecks, and implement corrective actions.
• Develop, maintain, and improve workflows, scripts, training materials, and standard operating procedures that support patient access, standardization, and operational excellence.
• Partner with leadership to establish operational goals and monitor departmental performance against benchmarks.
• Manage team schedules and ensure team members are trained and equipped to perform their work.

Benefits

• Flexible schedules
• Competitive salaries
• Generous paid time off, including 3 weeks' vacation, 4 floating holidays, and 10 sick days each year
• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with 6% employer contribution
• Paid life insurance
• Paid disability insurance
• Employee Assistance Program (EAP)
• Additional voluntary benefits
• Public Service Loan Forgiveness eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree