Patient Experience Call Center Supervisor

Pinnacle Fertility; Seattle (WA); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Healthcare benefits

Dental insurance

Vision insurance

Paid time off (PTO)

Paid holidays

Retirement savings plan

Job summary

Pinnacle Fertility's Patient Experience Call Center Supervisor at Seattle Reproductive Medicine in Seattle leads the patient journey and guides staff to deliver compassionate, efficient service.

You will supervise the call center, monitor intake flow, escalate issues, and collaborate with clinic leadership while ensuring HIPAA compliance and high patient satisfaction. The role requires strong leadership and healthcare front desk experience.

Qualifications

• High school diploma or higher; Bachelor’s/Associate’s preferred.
• Minimum three years in medical office, patient services or front desk roles.
• Previous supervisory or leadership experience required.

Responsibilities

• Supervise and lead the Patient Experience Call Center team to ensure exceptional patient interactions.
• Monitor patient flow and clinic efficiency; address bottlenecks and improve service.
• Serve as escalation point for complex patient concerns with timely resolutions.
• Train and mentor staff, fostering a high-performing work environment.
• Collaborate with clinic leadership to streamline workflows and service delivery.
• Ensure HIPAA compliance and accurate handling of patient information.
• Assist with insurance coordination, copay collection and billing support.
• Conduct performance reviews and provide ongoing feedback for staff development.
• Support additional projects and administrative duties as needed.

Skills

Leadership

Scheduling

Communication

Problem-solving

Decision-making

Adaptability

Education

High school diploma

Bachelor's or Associate's degree in a relevant field

3+ years medical office front desk experience

Supervisory/leadership experience

Job description

About Us

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at www.pinnaclefertility.com.

About Us

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at www.pinnaclefertility.com.

About The Role

The Patient Experience Call Center Supervisor is a key role for those passionate about guiding fertility patients on their journey to parenthood. If you are a compassionate, customer service-oriented leader who thrives in a fast-paced environment, this position is perfect for you. In this role, you will engage with patients throughout their experience while leading a multidisciplinary team to ensure exceptional care and service.

We are seeking a Patient Experience Call Center Supervisor to join our dedicated team at Seattle Reproductive Medicine in Seattle, WA working Monday - Friday.

Key Responsibilities

• Supervise and lead the Patient Experience Call Center team, ensuring exceptional patient interactions and smooth day-to-day operations.
• Monitor patient flow and clinic efficiency, proactively addressing bottlenecks and improving the patient experience.
• Serve as the escalation point for complex patient concerns, providing solutions and ensuring timely resolution.
• Train and mentor Patient Experience Call Center team members, fostering a supportive and high-performing work environment.
• Collaborate with clinic leadership and administrative teams to streamline workflows and improve service delivery.
• Ensure compliance with clinic policies and procedures, including HIPAA regulations.
• Assist with financial processes, such as insurance coordination, copay collection, and billing support.
• Conduct performance reviews and provide regular feedback to support staff development and continuous improvement.
• Assist with additional projects and administrative duties as needed.

Position Requirements

• Education & Experience
  • High school diploma required.
  • Bachelor's or Associate's degree in a relevant field (e.g., healthcare administration, business) or equivalent experience preferred.
  • Minimum of three years of experience in a medical office, patient services, or front desk role.
  • Previous supervisory or leadership experience required.
• Skills
  • Leadership in office management, hiring, and team development.
  • Expertise in scheduling, workflow, and staff coordination.
  • Strong communication, problem-solving, and decision-making.
  • Adaptable in a fast-paced environment.

Compensation & Benefits

• Hourly Rate: $26.00 - $40.00 (final offers based on experience, skills, and qualifications).
• Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

Diversity & Inclusivity

At Pinnacle Fertility, we are committed to fostering a diverse, inclusive, and welcoming workplace. We are proud to be an equal opportunity employer and encourage applicants of all backgrounds, abilities, and life experiences to apply.