Patient Support Supervisor
About The Position
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. The Patient Support Supervisor is responsible for leading and supporting a team of Patient Support Specialists who serve as a primary point of contact for patients, families, and caregivers. This role oversees daily operations, team performance, quality, and service delivery to ensure patients receive timely, accurate, and compassionate support. The Supervisor provides coaching and development, monitors key performance indicators, resolves escalated patient concerns, and partners with clinical and administrative teams to ensure a positive patient experience and seamless access to care. This role is accountable for maintaining operational standards, regulatory compliance, and consistent team performance.
Requirements
- High school diploma or GED required.
- 3+ years of customer service, healthcare, patient access, call center, or related experience.
- Previous leadership, supervisory, team lead, or coaching experience.
- Strong verbal and written communication skills.
- Demonstrated ability to coach employees and manage performance.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office and electronic health record systems.
- Strong problem-solving, organizational, and decision-making skills.
- Ability to analyze performance data and identify trends and opportunities for improvement.
Responsibilities
- Provide day-to-day leadership and supervision to a team of Patient Support Specialists.
- Monitor team performance against established productivity, quality, attendance, and patient experience expectations.
- Provide ongoing coaching, feedback, and development to improve individual and team performance.
- Conduct regular one-on-one meetings, performance discussions, and team meetings.
- Monitor patient interactions and documentation to ensure accuracy, quality, professionalism, and adherence to established processes.
- Support the team in assisting patients with insurance-related questions, referrals, authorizations, required documentation, services, providers, and care locations.
- Handle and resolve escalated patient concerns, ensuring timely and appropriate resolution.
- Identify performance trends, workflow challenges, and barriers impacting the patient experience and work with leadership to implement solutions.
- Ensure appropriate staffing and workload management to support service levels and operational needs.
- Reinforce standard operating procedures, workflows, and organizational policies to promote consistency across the team.
- Maintain confidentiality and ensure team compliance with HIPAA, privacy requirements, and organizational policies.
- Partner with clinical, administrative, and operational teams to address patient needs and improve processes.
- Support onboarding, training, and development of new Patient Support Specialists.
- Track, analyze, and communicate team performance metrics and identify opportunities for continuous improvement.
- Promote a collaborative, accountable, and patient-focused team environment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
