Supervisor - Patient Access

PT Solutions Physical Therapy

1d•Remote

About The Position

The Supervisor, Patient Access – Regionalized Scheduling oversees scheduling operations across a defined geographic area. This leader ensures consistent execution of scheduling workflows, template management, and a best-in-class patient experience. Supporting the Regional Manager, this role drives operational performance, coaching, and standardization across all clinics within the assigned district.

Requirements

Strong working knowledge of scheduling protocols, template management, and call center workflows.
Excellent interpersonal communication, analytical, and problem-solving skills.
Bachelor's degree in healthcare administration, Business, Finance, or related field (or equivalent experience)
2+ years of experience in patient access, scheduling operations, or outpatient healthcare operations.
Constant use of computer systems, telephony platforms, and EMR software.
Ability to 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 preferred.

Responsibilities

Manage the hiring, staffing, training, scheduling, and performance of scheduling staff within the district.
Conduct regular check-ins, performance evaluations, and skill development plans to lead, coach, and develop district scheduling teams.
Cascade regional-level goals and ensure alignment with organizational KPIs.
Foster a culture of accountability, collaboration, and patient-first service.
Oversee day-to-day scheduling operations, including appointment booking, template management, and adherence to standardized workflows across all clinics in the district.
Ensure consistent execution of scripts, scheduling protocols, and documentation requirements.
Monitor district compliance with scheduling accuracy, service level agreements, and productivity standards.
Partner with regional leaders to support the resolution of operational gaps.
Conduct regular call and scheduling audits to ensure performance standards are met.
Provide exception-based support during call surges or staffing issues.
Ensure all scheduling interactions reflect a patient-centered philosophy and deliver a warm, accurate, and proactive experience.
Review patient complaints, delays, and feedback to drive improvements and close service gaps.
Partner with clinic operations to remove obstacles impacting timely scheduling and patient readiness.
Serve as an escalation point between patient and leaders to address complaints or concerns brought to the team's attention.
Track and report district KPIs including call volumes, wait times, scheduling completion rates, and template utilization.
Utilize data to identify trends, workflow issues, and opportunities to increase efficiency and minimize delays.
Support implementation of best practices originating from enterprise, division, or regional pilots.
Ensure compliance with privacy regulations, payer requirements, and internal quality standards.
Partner with clinic managers, regional access manager, regional clinical operations, and centralized access team to ensure seamless coordination of scheduling activities.
Serve as the primary operational link between scheduling staff and regional operations and access managers.
Deliver training, onboarding, and ongoing competency development for scheduling staff.
Reinforce workflow standardization, documentation accuracy, and patient communication excellence.
Identify skill gaps and collaborate with enterprise training teams when needed.
Maintain updated documents for team reference and tools to support productivity and performance.
Support district workforce planning, staffing models, and coverage for scheduling roles.
Provide regular status updates, performance summaries, and improvement plans to the Regional Manager.
Support local change management as new tools, processes, and technologies are deployed.