Patient Access Coordinator Supervisor

Evolving Solution Services; Town of Florida (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

The Patient Access Call Center Supervisor role oversees day-to-day supervision, coaching, and performance management of Patient Access Coordinators in a healthcare setting. You’ll lead outreach, scheduling, and care coordination while supporting access, patient engagement, and visit completion goals.

You will monitor KPIs, conduct coaching sessions, and drive improvements, with emphasis on HIPAA compliance and a patient-centered culture.

Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum 2–3 years in healthcare call center, patient access, care coordination, or similar role.
• Prior supervisory or lead experience strongly preferred.
• Working knowledge of patient scheduling, outreach workflows, and healthcare operations.
• Proficiency with EMRs, patient engagement systems, and standard office software.

Responsibilities

• Supervise, coach, and support Patient Access Coordinators to ensure high‑quality outreach and care coordination.
• Provide day‑to‑day direction, monitor workloads, and ensure coverage and productivity within the call center.
• Conduct regular check-ins, performance evaluations, and coaching sessions to support development.
• Assist with onboarding and training of new coordinators, ensuring understanding of workflows and expectations.
• Foster a positive team culture focused on patient experience, quality, and outcomes.
• Oversee daily call‑center operations to ensure timely patient outreach, scheduling, and follow‑up.
• Monitor KPIs such as outreach volume, scheduling rates, appointment completion, and quality metrics.
• Identify performance gaps and implement corrective actions or process improvements.
• Ensure coordination of services with patients, caregivers, providers, and internal teams.
• Serve as escalation point for complex patient, provider, or workflow issues.
• Ensure HIPAA compliance and quality standards in documentation and workflows.

Education

High school diploma or equivalent

Associate degree

Bachelor's degree

Tools

EMR software

Patient engagement systems

Office software

Job description

The Patient Access Call Center Supervisor is responsible for the day-to‑day supervision, coaching, and performance management of Patient Access Coordinators. This role ensures high-quality patient outreach, scheduling, and care coordination while supporting organizational goals related to access, patient engagement, and visit completion. The Supervisor serves as a subject matter expert, supports workflow optimization, and fosters a collaborative, patient-centered team environment. This job description may be edited at any time per the company’s needs, with relevant notice to the employee.

Essential Duties and Responsibilities

• Supervise, coach, and support Patient Access Coordinators to ensure consistent, high-quality patient outreach and coordination of care.
• Provide day‑to‑day direction, monitor workloads, and ensure appropriate coverage and productivity within the call center.
• Conduct regular check‑ins, performance evaluations, and coaching sessions to support employee development and accountability.
• Assist with onboarding and training of new Patient Access Coordinators, ensuring understanding of workflows, systems, and performance expectations.
• Foster a positive, collaborative team culture focused on patient experience, quality, and outcomes.

Operations & Performance Management

• Oversee daily call‑center operations to ensure timely and accurate patient outreach, scheduling, and follow‑up.
• Monitor key performance indicators (KPIs) such as outreach volume, scheduling rates, appointment completion, and quality metrics.
• Identify performance gaps and implement corrective action plans or process improvements as needed.
• Ensure Patient Access Coordinators are effectively supporting practices to increase performance of Annual Wellness Visits (Medicare patients), annual physicals (commercial patients), follow‑up visits, and other medically necessary appointments.
• Serve as an escalation point for complex patient, provider, or workflow issues.

Patient Access & Engagement Oversight

• Ensure consistent use of company software and patient engagement systems to track patients and document outreach accurately.
• Support and reinforce effective communication strategies for engaging patients, caregivers, physician offices, and internal teams.
• Promote best practices for developing rapport with patients and delivering superior customer service.
• Ensure coordination of services through collaboration with patients, caregivers, primary care providers, and other members of the healthcare team.
• Act as a liaison between the Patient Access team, leadership, and other internal departments.
• Provide regular summaries and insights to leadership and relevant stakeholders related to patient access performance, trends, and opportunities for improvement.
• Support cross‑functional initiatives related to access, quality, and patient outcomes.

Compliance & Quality

• Ensure team adherence to all HIPAA, confidentiality, and privacy laws and company policies.
• Monitor documentation and workflows to ensure accuracy, compliance, and consistency.
• Reinforce quality standards and address compliance concerns promptly.

Additional Responsibilities

• Participate in process improvement initiatives and special projects as assigned.
• Stay current on company programs and patient access best practices.
• Perform other duties as assigned by management.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in healthcare administration, business, or a related field preferred.
• Minimum of 2-3 years of experience in a healthcare call center, patient access, care coordination, or similar role.
• Prior supervisory or lead experience strongly preferred.
• Working knowledge of patient scheduling, outreach workflows, and healthcare operations.
• Proficiency with EMRs, patient engagement systems, and standard office software.

Skills and Competencies

• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and drive improvement.
• Strong organizational skills with the ability to manage multiple priorities.
• Customer-service mindset with a patient-centered approach.
• Knowledge of HIPAA and healthcare privacy regulations.

This position operates in a professional office and/or call center environment and requires the ability to sit for extended periods, work at a computer, and communicate frequently by phone and electronic means.