Patient Access Center Team Lead - Coaching & Ops

University of Florida Jacksonville Physicians, Inc.; Jacksonville (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

University of Florida Jacksonville Physicians, Inc. is seeking a Patient Access Center Supervisor to lead and coordinate the daily operations of the front desk and call center teams.

You will oversee scheduling, performance, and staffing, ensuring high standards of patient service and operational efficiency. You will partner with clinic managers to address inquiries, resolve issues, and implement process improvements that support timely patient access and accurate demographic data handling.

Qualifications

• 1- Supervises up to 30 Customer Service Representatives/Referral Coordinators.
• 2- Manages day-to-day Patient Access Center activities and personnel issues.
• 3- Ensures quality and productivity targets are met.
• 4- Maintains scheduling, training materials, and process changes.

Responsibilities

• Oversee real-time productivity and queue monitoring to meet service goals.
• Coordinate staffing and workflow for optimal coverage and efficiency.
• Handle inquiries and resolve patient or department concerns in Access Center.
• Analyze performance data and report on productivity, occupancy, and quality.
• Collaborate with leadership to meet service levels and turnaround times.
• Provide cross-functional support as needed including CSR/Referral tasks.
• Maintain compliance with policies and adapt procedures as required.
• Support training and onboarding of new staff.

Skills

Supervisory experience

Call center operations

Staff scheduling

Customer service excellence

Education

High School Diploma or GED

Medical Terminology certificate (preferred)

Tools

Payroll software

CRM systems

Job description

University of Florida Jacksonville Physicians, Inc. is seeking a Patient Access Center Supervisor to lead and coordinate the daily operations of the front desk and call center teams.

You will oversee scheduling, performance, and staffing, ensuring high standards of patient service and operational efficiency. You will partner with clinic managers to address inquiries, resolve issues, and implement process improvements that support timely patient access and accurate demographic data handling.