Supervisor, Patient Access at Healthcare Outcomes Performance Company
Overview
Own and supervise the patient access call center operations in Phoenix to ensure efficient intake, scheduling, and confidentiality across HIPAA guidelines. Lead a scheduling team, monitor metrics, and drive escalation processes with Senior Management. Collaborate with senior leadership on performance management, coaching, and improvement plans. This role emphasizes leadership, process discipline, and patient confidentiality in a healthcare setting.
What You'll Do10
- 1Lead and supervise the scheduling team to ensure balanced workloads and high-quality service
- 2Monitor phone queues and escalate issues to Senior Management with data-driven insights
- 3Assist in quality audits through silent call monitoring, y-jacking, and call recordings
- 4Coach and develop team members, provide performance feedback, and implement action plans
- 5Participate in interviewing and hiring of team members
- 6Handle escalated calls regarding scheduling or paging issues and communicate changes across the staff
- 7Report department metrics (daily/weekly/monthly) to Senior Leadership and drive improvements
- 8Provide training and guidance to agents on HIPAA compliance and patient confidentiality
- 9Engage in special project initiatives with deadlines set by Senior Management
- 10Maintain professionalism and represent the organization in line with policies and confidentiality
Requirements10
- 1High school diploma or GED or equivalent preferred
- 21+ years experience in a supervisory or leadership role
- 3Call center experience preferred
- 4Proven leadership skills with positive motivation impact
- 5Excellent organizational skills and strong customer service orientation
- 6Strong background with computers and data entry
- 7Knowledge of medical terminology
- 8Knowledge of ICD and CPT
- 9Familiarity with HIPAA privacy regulations
- 10Scheduling patients in a clinic setting
Salary Insight
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Location
Required Skills
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