Patient Access Call Center Lead

Urology-of-Virginia-1; Virginia Beach (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Urology of Virginia is seeking a Lead Call Center Supervisor to oversee daily operations of the medical practice's call center and support the patient access team. You will provide day-to-day leadership, coaching, and ensure patients receive timely, compassionate service.

Collaborate with clinical and administrative teams to maintain efficient scheduling, monitor performance, and escalate complex patient concerns while promoting HIPAA compliance and high-quality patient experiences.

Qualifications

• High school diploma or equivalent required.
• 2–4 years in medical practice or healthcare call center.
• Strong knowledge of medical scheduling and patient communication workflows.
• Familiarity with HIPAA and patient confidentiality.
• Excellent verbal and written communication.
• Able to stay calm and empathetic with patients.

Responsibilities

• Provide daily direction, support, and guidance to call center representatives.
• Serve as the first point of escalation for complex patient calls and service concerns.
• Coach and mentor team members to improve performance, communication, and customer service skills.
• Assist with onboarding and training new call center staff.
• Monitor staff adherence to schedules, workflows, call-handling procedures, and practice policies.
• Conduct quality reviews and provide constructive feedback.
• Promote a positive, collaborative, patient-focused work environment.
• Oversee appointment scheduling, cancellations, referrals, and other patient access activities.
• Identify workflow issues and recommend process improvements.
• Assist with staffing coverage and daily workload management.
• Ensure telephone and electronic communication workflows are followed consistently.

Skills

Problem solving

Conflict resolution

Verbal communication

Written communication

Organizational skills

Attention to detail

Prioritization

Empathy

Education

High school diploma or equivalent

Associate or bachelor's degree in healthcare administration, business, or related field

Tools

EHR/EMR

Scheduling software

Job description

Urology of Virginia is seeking a Lead Call Center Supervisor to oversee daily operations of the medical practice's call center and support the patient access team. You will provide day-to-day leadership, coaching, and ensure patients receive timely, compassionate service.

Collaborate with clinical and administrative teams to maintain efficient scheduling, monitor performance, and escalate complex patient concerns while promoting HIPAA compliance and high-quality patient experiences.