Patient Advocate Specialist Supervisor

Job Description

Position Summary

The Patient Advocate Specialist Supervisor leads and develops a team of Patient Advocate Specialists (PAS) who work on-site within hospital settings to identify, educate, and enroll eligible patients in the Health Insurance Premium Payment (HIPP) Program and related patient financial assistance initiatives. This role is responsible for overseeing team inventory, driving operational execution, monitoring performance outcomes, and ensuring departmental goals are consistently met or exceeded. The Supervisor provides day-to-day leadership, coaching, performance management, and escalation support while aligning field operations with Patient Funding Alternatives' (PFA) regional and national objectives.

Key Responsibilities

Team Leadership & Inventory Oversight

• Serve as a results-driven, business-oriented leader accountable for supporting PFA's strategic goals, regional performance targets, and departmental priorities.
• Oversee team inventory to ensure cases are appropriately prioritized, assigned, monitored, and advanced in alignment with departmental goals and service expectations.
• Monitor team workload, productivity, documentation quality, and operational barriers to ensure timely follow-through and consistent execution across assigned hospital sites.
• Support new hospital installations, new-site readiness, and operational implementation needs by coordinating team resources and reinforcing standard processes.
• Promote cross-departmental team synergy and participate in workflow execution to drive the mission and results.

Performance Management & Reporting

• Partner with the VPSS to establish performance benchmarks, review departmental metrics, and analyze trends related to enrollment volume, case progression, resolution time, documentation accuracy, and overall team effectiveness.
• Lead regular inventory and performance reviews to identify risks, remove barriers, address gaps, and ensure the team remains on track to meet or exceed departmental objectives.
• Provide regular, documented recognition, coaching, and constructive feedback so teammates clearly understand expectations, performance standards, and opportunities for improvement.
• Manage performance concerns through timely documentation, coaching plans, corrective action processes, and escalations in partnership with Human Resources and leadership.

Coaching, Training & Development

Mentor, coach, and train new hires and existing teammates on PFA processes, tools, and best practices.  Assist with new hire training and onboarding for incoming Patient Advocate Specialists as requested.  Model and reinforce the interpersonal, cultural-competence, and case-management standards outlined in the Patient Advocate Specialist job description (see supporting document).

Problem-Solving & Relationship Management

Demonstrate strong problem-solving skills as challenges arise; collaborate and communicate with PFA teammates and hospital staff to identify effective solutions. Establish and maintain productive, professional relationships with hospital administration, state agency personnel, and community partners.  Handle confidential employee and business matters with sound judgment and discretion.

Culture, Collaboration & Company Representation

Foster collaboration, accountability, and teamwork across teammates and departments.  Participate in or lead national committees within PFA, where possible, to enhance leadership development and organizational visibility. Suggest strategies that support PFA's growth and transformation while preserving its culture and mission. 

Supervisory Responsibilities

Directly supervises a team of remote, hybrid, and/or onsite Patient Advocate Specialists / Senior Patient Advocate Specialists. Supervisory duties include, but are not limited to: participating in hiring and onboarding; assigning, directing, and prioritizing work; overseeing inventory and team performance; training, coaching, and developing team members; conducting and documenting performance evaluations; addressing performance concerns and administering corrective action in partnership with HR; resolving day-to-day employee-relations issues; and ensuring team execution supports departmental, regional, and company goals.

Perform other duties as assigned by leadership.

Qualifications

Preferred Qualifications

• Bachelor's degree in Healthcare Administration, Business, Social Work, Public Health, or a related field.
• 5+ years of experience in patient advocacy, healthcare revenue cycle, or related healthcare operations, including 2+ years in a formal supervisory or people-management role overseeing remote or field-based staff.
• Prior experience specifically with HIPP, Medicaid/Medicare eligibility, or employer-sponsored benefits coordination programs.
• Prior experience supervising staff across multiple hospital sites or a defined multi-site region.
• Formal supervisory, leadership, or HR-adjacent training or certification (e.g., front-line leadership certificate, SHRM-CP, PHR) is a plus.
• Full bilingual proficiency in Spanish strongly preferred.

Core Skills & Competencies

Leadership & Business Acumen

• Develops and maintains a positive mindset that enhances daily leadership interactions.
• Exhibits adaptability, initiative, and strategic thinking to maintain a broad, business-focused view of PFA.
• Functions as a Big Picture Thinker — balancing regional needs and talent with PFA's national interests.
• Suggests strategies to help PFA grow and evolve while protecting its unique culture.

Communication & Interpersonal Skills

• Communicates and connects effectively across phone, video, and email to build relationships, trust, and a unified, committed team.
• Handles confidential employee and business matters with professionalism and discretion.
• Embraces and broadens perspective around diversity, equity, and inclusion across PFA.

Adaptability & Execution

• Shifts priorities quickly and adapts effectively within a fast-paced, growing organization.
• Applies sound, proactive problem-solving to operational and staffing challenges as they arise.

Work Environment & Physical Demands

• Primarily field- and hospital-based; requires regular presence at assigned hospital site(s) alongside remote/administrative work.
• Ability to sit, stand, and walk for extended periods within a hospital environment, and to travel by car or air as required by the role.
• Exposure to a clinical/hospital setting; must comply with all site-specific health, safety, and credentialing requirements.

Additional Information

Our Benefits – Supporting You Inside and Out
At Patient Funding Alternatives, we know that caring for others starts with caring for our own people. That’s why we offer a comprehensive, industry-leading benefits package designed to support your health, your future, and your wellbeing. Our team members enjoy medical, dental, and vision coverage through UnitedHealthcare and Guardian, employer-paid life and disability insurance, and a 401(k) plan with company match. We also invest in your wellness — with up to $100 annual reimbursement for fitness, mindfulness, and wellness activities, plus access to mental health tools like the Calm Health app and a 24/7 Employee Assistance Program. From flexible spending accounts to nationwide fitness programs and virtual care, PFA is committed to helping you stay healthy, balanced, and thriving — at work and beyond.

Compensation: 80000 to N/A (USD) (YEARLY)