Patient Access Supervisor - Contact Center

Description

Job Summary: The Patient Access Supervisor leads a team of 8–10 contact center agents who are often a new patient’s first conversation with StrideCare. The team handles new patient inquiries, scheduling, and clearing patients for procedures. Success is measured by visits completed, not visits booked. 

You coach every agent every day, own the team’s new patient and procedure completion targets, and are accountable for the team’s results.

What You Own:

• You are accountable for four outcomes, and completed visits sit above the rest. 
• Completed visits. Patients seeking a consult or procedure move from first call to a completed visit at a high rate. A booking that no-shows or cancels is not a win. 
• New patient and procedure targets. You own the team’s conversion and completion numbers and report on them daily and weekly. 
• Patient experience. Every call is warm, empathetic, and solves the patient’s problem, verified through quality assurance. 
• Team performance. You grow strong agents, act quickly on low performance, and take personal accountability for results.

Supervisory Responsibilities: This role will have supervisory responsibilities. 

Essential Duties / Responsibilities:

• Deliver in-depth training to every new agent before they take live calls: systems, practice scheduling rules, procedure clearance, call flow, and conversation skills. 
• Coach each agent daily through live call monitoring, call reviews, and side-by-side sessions. 
• Run regular roleplays on the hard moments: hesitant patients, cost and insurance questions, cancellations, and reschedules. 
• Model the standard you expect on every call: warm, empathetic, and focused on solving the patient’s problem. 
• Build development plans and prepare strong agents for lead, trainer, or QA roles. 
• Coach agents to guide patients from first inquiry to a completed consult or procedure, led by the patient’s needs rather than pressure. 
• Track where patients drop off between booking and visit (no-shows, late cancellations, incomplete clearance) and fix the cause. 
• Handle escalated calls and patient concerns, and turn each one into a coaching moment. 
• Coach agents to guide patients from first inquiry to a completed consult or procedure, led by the patient’s needs rather than pressure. 
• Track where patients drop off between booking and visit (no-shows, late cancellations, incomplete clearance) and fix the cause. 
• Handle escalated calls and patient concerns, and turn each one into a coaching moment. 
• Set clear expectations and review each agent’s scorecard weekly. 
• Recognize high performers and advocate for their growth. 
• Address low performance quickly through documented coaching, improvement plans, and corrective action with HR when needed. 
• Complete performance evaluations for each direct report. 
• Manage scheduling rules that differ by practice, provider, and procedure, many of them manual, and keep agents current as they change. 
• Oversee procedure clearance: insurance and benefits verification, prior authorizations, referrals, and pre-procedure requirements. 
• Ensure agents work accurately across the CRM and EHR at the same time, so records, schedules, and follow-ups stay in sync. 
• Manage daily staffing, schedule adherence, attendance, and queue coverage to meet service levels. 
• Monitor call volume, abandonment, and service levels in real time using phone system reporting. 
• Run the team’s QA program: score calls against a defined rubric, calibrate with peers, and close gaps through coaching. 
• Audit scheduling, registration, and insurance data for accuracy. 
• Ensure compliance with HIPAA and organizational policies. 
• Contribute to initiatives beyond daily operations, such as workflow redesign, onboarding new practices, call scripting, technology rollouts, and reporting. 
• Bring frontline insight to Patient Access leadership and clinical partners. 
• Other duties as assigned. 

Requirements

Education and Experience:

• 5–7 years supervising or managing agents in a healthcare contact center. Contact center leadership outside healthcare does not meet this requirement. 
• Direct experience with new patient intake, scheduling, and procedure clearance, including insurance verification, prior authorizations, and referrals. 
• A track record of hitting conversion, scheduling, or visit completion targets through coaching. 
• Daily experience working in a CRM and an EHR or practice management system at the same time. 
• Experience running structured training, roleplay, and a call QA program. 
• Experience managing performance end to end: coaching, documentation, improvement plans, and corrective action. 
• Fluency with contact center metrics: service level, abandonment, handle time, adherence, and conversion. 
• Working knowledge of HIPAA and healthcare privacy standards. 
• High school diploma or equivalent. 

Preferred Qualification

• Experience with RingCentral or a comparable cloud contact center platform. 
• Experience supporting multi-site or multi-provider practices with practice-specific scheduling rules. 
• Background in procedure-based specialty care. 
• Experience building training curricula or launching a new team or practice. 
• Associate’s or Bachelor’s degree.

Who thrives here:

• You coach daily because you enjoy watching people get better, not because a calendar tells you to. 
• You measure your week by patients who showed up for care. 
• You hold people accountable directly and kindly, and you hold yourself to the same standard. 
• You stay calm in manual, messy workflows and look for ways to make them simpler.

Physical Requirements:

• Ability to sit for extended periods while working at a computer.
• Manual dexterity required for operating office equipment (e.g., computers, phones, fax machines).
• Ability to lift and carry up to 20 pounds occasionally.
• Visual acuity is required to perform tasks involving computer screens and paper documents.
• Ability to move around the office to access files, office machinery, and other equipment.

*StrideCare is an Equal Opportunity Employer and is committed to diversity and inclusion in our workforce. We encourage applications from candidates of all backgrounds and experiences.

Interested in Joining Our Team?

If you are interested in this position, please complete our Culture Index Survey as part of the application process.

Step 1: Complete the Culture Index Survey: Culture Index 

Step 2: Submit your application for this position.