Supervisor, Patient Access – Regionalized Scheduling
About The Position
The Supervisor, Patient Access – Regionalized Scheduling oversees scheduling operations across a defined geographic area, supporting the Regional Manager and ensuring consistent scheduling workflows, template management, and a high-quality patient experience across clinics in the assigned district. The role drives operational performance, coaching, and standardization while serving as the primary operational link between scheduling staff and regional operations and access managers. The supervisor leads staffing and team development; monitors daily scheduling operations, compliance, service levels, productivity, and key performance indicators; and uses audits and data to identify improvements and reduce delays. The position also supports patient complaint resolution, coordinates with clinic and regional teams, delivers training, maintains team resources, and assists with workforce planning and local change management. This is a remote role requiring consistent attendance and schedule adherence, with availability within 7 a.m.–7 p.m. Monday through Friday.
Requirements
- Bachelor's degree in healthcare administration, business, finance, or a related field, or equivalent experience.
- At least 2 years of experience in patient access, scheduling operations, or outpatient healthcare operations.
- Strong working knowledge of scheduling protocols, template management, and call center workflows.
- Excellent interpersonal communication, analytical, and problem-solving skills.
- Consistent attendance and adherence to the work schedule.
- Ability to use computer systems, telephony platforms, and EMR software continuously, sit for extended periods, and perform repetitive tasks.
Nice To Haves
- Experience with Epic or similar EMR platforms is strongly preferred.
- Medical office or call center supervisory experience is preferred.
Responsibilities
- Manage hiring, staffing, training, scheduling, and performance of scheduling staff within the district.
- Conduct check-ins, performance evaluations, and skill development plans; coach and develop scheduling teams.
- Communicate regional goals and ensure alignment with organizational KPIs while fostering accountability, collaboration, and patient-first service.
- Oversee daily scheduling operations, including appointment booking, template management, and standardized workflows across district clinics.
- Ensure consistent use of scripts, scheduling protocols, and documentation requirements.
- Monitor scheduling accuracy, service-level agreements, productivity standards, and district compliance.
- Partner with regional leaders to resolve operational gaps and conduct regular call and scheduling audits.
- Provide exception-based support during call surges or staffing issues.
- Ensure scheduling interactions provide a warm, accurate, proactive, patient-centered experience.
- Review patient complaints, delays, and feedback to drive improvements and close service gaps.
- Partner with clinic operations to remove obstacles affecting timely scheduling and patient readiness; serve as an escalation point for patient concerns.
- Track and report district KPIs, including call volumes, wait times, scheduling completion rates, and template utilization.
- Use data to identify trends, workflow issues, and opportunities to improve efficiency and minimize delays.
- Support implementation of best practices from enterprise, division, or regional pilots.
- Ensure compliance with privacy regulations, payer requirements, and internal quality standards.
- Coordinate scheduling activities with clinic managers, regional access management, regional clinical operations, and centralized access teams.
- Deliver onboarding, training, and ongoing competency development; reinforce workflow standardization, documentation accuracy, and patient communication excellence.
- Identify staff skill gaps and collaborate with enterprise training teams as needed.
- Maintain current team reference documents and tools that support productivity and performance.
- Support district workforce planning, staffing models, and coverage for scheduling roles.
- Provide the Regional Manager with status updates, performance summaries, and improvement plans.
- Support local change management as tools, processes, and technologies are deployed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
