Supervisor, Patient Access

Touchstone Medical Imaging•Dallas, TX

8d•Remote

About The Position

The Centralized Patient Access Supervisor supervises and mentors Patient Access Representatives and Team Leads. The role ensures representatives deliver efficient, empathetic, and excellent service while following defined policies and procedures that affect customer retention and organizational profitability. The Supervisor measures performance and provides feedback to assigned representatives and Team Leads. This is a remote role in Dallas, TX, with onsite training required for the first two weeks. The Supervisor supports operations by overseeing representative productivity and quality, providing floor and supervisor queue support, managing phone queues, and helping meet department KPIs and organizational objectives. The role also supports representative development through hiring, coaching, mentoring, performance feedback, team meetings, and individual performance reviews. Additional responsibilities include handling escalated calls, supporting service recovery, monitoring queue escalation processes, administering payroll functions, and compiling and analyzing reports and discussion logs. The position emphasizes excellent customer service, patient confidentiality, adherence to PACE policies and procedures, and effective collaboration within the team and with other departments. The Supervisor also identifies continuous improvement opportunities, addresses representative performance issues, and documents corrective actions and follow-up.

Requirements

High school diploma or equivalent.
At least 3–5 years of call center experience preferred.
At least 3–5 years of call center supervisor experience preferred.
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.
Organized work style and superior time-management skills.
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.
Bilingual ability.
Knowledge of contact center software applications.
Knowledge of workforce management.

Responsibilities

Supervise and mentor Patient Access Representatives and Team Leads.
Ensure representatives provide efficient, empathetic, and excellent service and comply with policies and procedures.
Measure performance and provide feedback to assigned representatives and Team Leads.
Provide floor and supervisor queue support.
Oversee individual representative productivity and quality in partnership with the QA team.
Coach representatives on Lumexa Imaging processes, guidelines, and metrics.
Develop representatives through hiring, coaching, mentoring, and performance feedback.
Answer representative questions, provide support, and guide representatives to available resources.
Recommend continuous improvements based on business needs, with a focus on communication and customer and representative satisfaction.
Monitor phone queues and tier escalation processes, and take calls as needed to ensure timely call answering.
Handle escalated calls from patients or referring physicians and support service recovery.
Provide coaching to representatives following escalated calls.
Administer accurate and timely payroll functions.
Compile and analyze reports and discussion logs in a timely manner.
Manage phone queues and representatives to support customer experience and KPI goals.
Maintain patient confidentiality and productivity while minimizing downtime.
Ensure adherence to PACE policies and procedures and foster respectful working relationships within and across departments.
Participate in interviews to select qualified candidates for PACE positions.
Address representative issues, document and deliver corrective action, and monitor behavior.
Coach representatives on strengths, areas for improvement, performance metrics, and quality.
Conduct team meetings and one-on-one meetings to review representative performance and document discussions and actions taken.
Perform other duties and responsibilities as assigned.