Supervisor, Patient Access

Lumexa Imaging•Dallas, TX

15h•Remote

About The Position

The Centralized Patient Access Supervisor supervises and mentors Patient Access Representatives and Team Leads. The position ensures representatives provide efficient, empathetic, and excellent service while following defined policies and procedures that affect customer retention and organizational profitability. The supervisor measures performance and provides appropriate feedback to assigned representatives and Team Leads. This is a remote role in Dallas, Texas, with onsite training required for the first two weeks. The supervisor oversees operational performance, productivity, quality, queues, escalations, payroll, and reporting. The role also supports hiring, representative development, coaching, performance management, team communication, and coordination with other departments. The supervisor is expected to maintain patient confidentiality, uphold service standards, and contribute to continuous improvement.

Requirements

High school diploma or equivalent medical scheduling or customer service experience.
Demonstrated organizational skills.
Excellent verbal and telecommunication skills for communicating with patients, referral sources, and staff.
Ability to work in a fast-paced, high-productivity environment.
Ability to document accurately and concisely.
Ability to maintain patient confidentiality.
Ability to interact with staff at all levels in a fast-paced environment, often under pressure, while remaining flexible and focused.
Professional verbal and written communication skills, including personal branding.
High level of confidentiality and professionalism.
Outstanding service skills with internal and external customers.
Ability to effectively coach, mentor, and motivate representatives.
Ability to work in an organized manner and demonstrate superior time management.
Ability to manage multiple projects and multitask.
Sound judgment.

Nice To Haves

Associate or bachelor’s degree, or an equivalent combination of experience and education.
Three to five years of call center experience preferred.
Three to five years of call center supervisor experience preferred.
Bilingual ability preferred.
Contact center software application knowledge preferred.
Workforce management knowledge preferred.

Responsibilities

Use all policies and processes with 100% compliance.
Provide floor and supervisor queue support.
Be accountable for representative performance in relation to Centralized Patient Services performance, department KPIs, and organizational objectives.
Oversee individual representative productivity and quality performance in partnership with the QA team.
Supervise and coach representatives on Lumexa Imaging processes, guidelines, and metrics.
Develop representatives through hiring, coaching, mentoring, and performance feedback.
Serve as a point of contact for representative questions and support, guiding representatives to available resources.
Recommend continuous improvements based on business needs, focusing on communication and customer and representative satisfaction.
Monitor queues and the tier escalation process, and take calls as needed to ensure calls are answered promptly.
Handle escalated calls from patients or referring physicians, focusing on service recovery, and coach representatives as appropriate.
Administer accurate and timely payroll functions.
Compile and analyze relevant reports and discussion logs in a timely manner.
Manage phone queues and representatives to achieve customer experience and KPI measures.
Perform other assigned duties and responsibilities.
Exceed customer service standards.
Maintain patient confidentiality at all times.
Maintain productivity and ensure minimal downtime.
Ensure adherence to PACE policies and procedures.
Build respectful working relationships within the team and with other PACE groups and external functional departments.
Interact with other departments to support efficient, service-oriented operations.
Participate in interviews to select qualified candidates for PACE positions.
Address representative issues, document them, deliver corrective action, and monitor behavior.
Coach representatives on strengths, opportunities, performance metrics, and quality.
Conduct team meetings with assigned representatives.
Conduct one-on-one meetings with assigned representatives to review performance and document discussions and actions taken.