Patient Access Lead — Call Center Supervisor

Urology of Virginia PC; Virginia Beach (VA); On-site; USD 34,000 - 41,000; Full time

Job summary

Urology of Virginia PC is seeking a Lead Call Center Supervisor to oversee the daily operations of the practice’s call center and support the patient access team. You will provide leadership, coaching, and guidance to call center representatives to ensure timely, professional, and compassionate service.

You will help maintain scheduling efficiency, monitor performance, resolve escalations, and collaborate with clinical and administrative teams to deliver an exceptional patient experience.

Qualifications

• High school diploma or equivalent is required.
• 1–4 years in medical practice, healthcare call center, patient access, scheduling, or customer service.
• Strong knowledge of medical scheduling and patient communication workflows.
• Familiarity with HIPAA and patient confidentiality requirements.
• Excellent verbal and written communication skills.
• Ability to stay calm, professional, and empathetic with challenging patients.

Responsibilities

• Provide daily direction, support, and guidance to call center representatives.
• Handle escalated patient calls and service concerns.
• Coach and mentor staff to improve performance and customer service.
• Assist with onboarding and training new call center staff.
• Monitor schedules, workflows, and call-handling procedures.
• Ensure HIPAA compliance and patient privacy.
• Collaborate with providers, nurses, and administrative teams to optimize patient access.

Skills

Verbal communication

Written communication

Problem-solving

Conflict resolution

Organizational skills

Empathy

Education

High school diploma or equivalent

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

Tools

EHR/EMR systems

Call-center software

Job description

Urology of Virginia PC is seeking a Lead Call Center Supervisor to oversee the daily operations of the practice’s call center and support the patient access team. You will provide leadership, coaching, and guidance to call center representatives to ensure timely, professional, and compassionate service.

You will help maintain scheduling efficiency, monitor performance, resolve escalations, and collaborate with clinical and administrative teams to deliver an exceptional patient experience.