Patient Services Supervisor

CornerStone Professional Placement; United States; Presencial; USD 60.000 - 85.000; Jornada completa

Descripción de la vacante

CornerStone Professional Placement is seeking a Healthcare Contact Center Supervisor to lead a fast-paced patient/member support team in the DFW area. The role emphasizes coaching, performance management, and ensuring service quality across multiple channels.

The ideal candidate will manage staffing, monitor performance metrics, and drive improvements while maintaining confidentiality and professional standards in a healthcare context. This is a full-time onsite opportunity.

Formación

• Experience supervising customer service teams
• Experience coaching and developing frontline employees
• Strong understanding of service operations and performance management
• Ability to manage staffing and workload in a high-volume environment
• Excellent written and verbal communication skills
• Ability to work onsite in the DFW metro area

Responsabilidades

• Provide daily supervision and direction to an assigned patient or customer support team.
• Coach and develop frontline employees through regular feedback and performance discussions.
• Monitor team productivity, service quality, attendance, and other operational indicators.
• Coordinate daily staffing based on customer demand and priorities.
• Review interactions and documentation to identify quality concerns and improvement opportunities.
• Use performance trends to determine coaching, training, or process support needs.
• Support onboarding and training for new employees on systems and procedures.
• Maintain standards for professionalism, documentation, productivity, and customer care.
• Handle complex customer concerns and drive resolution with leadership.
• Identify recurring problems and communicate solutions to leadership.
• Partner with internal teams to resolve issues and improve coordination.
• Assist with process improvements to increase efficiency and service quality.
• Maintain records related to coaching, attendance, performance, and development.

Conocimientos

Coaching frontline staff

Customer service operations

Performance management

Staffing & scheduling

Communication skills

Educación

Bachelor's degree in Business/Healthcare

Herramientas

Microsoft Outlook

Excel

CRM systems

Descripción del empleo

Leadership role within a high-volume healthcare service environment

Some travel may be required

ROLE OVERVIEW

A healthcare services organization is seeking an experienced Healthcare Contact Center Supervisor to provide day-to-day leadership for a team supporting patients and members in a fast-paced service environment.

This position is responsible for team performance, employee coaching, service quality, staffing coverage, issue resolution, and consistent execution of established processes. The Patient Services Supervisor will work closely with employees and leadership to maintain strong service standards while identifying opportunities to improve team effectiveness and the overall customer experience.

The ideal candidate is a hands-on frontline leader who can build employee engagement, maintain accountability, and respond effectively to changing operational needs. This person should be comfortable coaching employees, reviewing performance results, addressing escalated concerns, and managing multiple priorities throughout the day.

KEY RESPONSIBILITIES

• Provide daily supervision and direction to an assigned patient or customer support team.
• Coach and develop frontline employees through regular feedback, performance discussions, and individualized support.
• Monitor team productivity, service quality, attendance, and other operational performance indicators.
• Coordinate daily staffing and workload coverage based on customer demand and business priorities.
• Review customer interactions and documentation to identify quality concerns and opportunities for improvement.
• Use performance trends and service feedback to determine where additional coaching, training, or process support may be needed.
• Support onboarding and training activities for new employees, including systems, workflows, procedures, and customer service expectations.
• Reinforce consistent standards for professionalism, documentation, productivity, attendance, and customer care.
• Step in on complex or elevated customer concerns and help drive issues toward appropriate resolution.
• Identify recurring problems affecting customers or employees and communicate potential solutions to leadership.
• Partner with internal teams to resolve service issues and improve coordination across departments.
• Support process improvements designed to increase efficiency, consistency, and service quality.
• Maintain accurate records related to employee coaching, attendance, performance, and development activities.
• Assist with schedule adjustments and staffing decisions when coverage needs change.
• Communicate team performance, staffing concerns, operational challenges, and improvement opportunities to management.
• Promote a positive team environment centered on accountability, communication, and dependable customer support.
• Handle sensitive employee, patient, and customer information with appropriate confidentiality.

REQUIRED QUALIFICATIONS

• Previous supervisory, team lead, or people-management experience within a customer service, healthcare, contact center, pharmacy, or similar service environment.
• Experience coaching, training, and developing frontline employees.
• Strong understanding of customer service operations, employee performance management, and quality expectations.
• Experience evaluating employee performance and providing practical, constructive feedback.
• Ability to manage staffing needs, workload changes, and competing priorities in a high-volume environment.
• Strong problem-solving skills and the ability to manage escalated customer situations professionally.
• Excellent written and verbal communication skills.
• Strong organization, follow-through, and time-management abilities.
• Ability to work independently and make sound day-to-day decisions.
• Ability to handle confidential information with professionalism and discretion.
• Proficiency with Microsoft Outlook, Excel, Word, and Teams.
• Experience with CRM platforms, customer service systems, phone technology, scheduling tools, or workforce-management applications.
• Ability to work onsite within the DFW metro area.

PREFERRED EXPERIENCE

• Bachelor’s degree in Business, Healthcare Administration, or a related field; equivalent professional experience may also be considered.
• Previous experience within healthcare services, pharmacy operations, benefits administration, or another regulated service environment.
• Pharmacy Technician certification or licensure, or the ability to obtain certification following hire.
• Experience supervising teams that support customers through multiple communication channels.
• Experience supporting teams across multiple functions or service areas.
• Familiarity with healthcare privacy and confidentiality requirements.
• Exposure to pharmacy, healthcare benefits, claims support, or related customer service operations.

WHAT WILL MAKE SOMEONE SUCCESSFUL

The strongest candidate will be a dependable and engaged leader who enjoys helping employees improve while maintaining consistent operational standards.

This person should be comfortable moving between coaching, staffing, performance management, customer concerns, and day-to-day service priorities.

Success in this role will require clear communication, sound judgment, strong follow-through, and the ability to create accountability while maintaining a supportive team environment.

The ideal candidate will be organized, responsive, self-directed, and capable of keeping employees focused and productive in a fast-moving service operation.