Patient Solutions Lead — Health Care Ops

UCFS Healthcare; Norwich (CT); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

3 weeks vacation

4 floating holidays

10 sick days per year

Medical, dental and vision insurance

401(k) with 6% employer contribution

Life & disability insurance

Employee Assistance Program (EAP)

Voluntary benefits

Public Service Loan Forgiveness

Job summary

UCFS Healthcare in Norwich, CT is seeking a Patient Solutions Specialist Supervisor to lead and support the patient navigation call center, ensuring courteous, efficient service. You will supervise a team, manage schedules, and train staff to handle client intakes and health-determinant assessments.

The role supports collaboration across clinical and operational teams, monitors KPIs, and implements real-time workflow improvements to enhance patient access and service delivery.

Qualifications

• Associate’s degree in business administration, healthcare administration, or related field.
• 2 years of supervisory experience in call center operations.
• 2 years of direct supervision in high-volume service environment (call center, patient access, registration, intake).
• 2 years of experience assessing, evaluating, and training staff.
• 2 years using EPIC in a healthcare setting.

Responsibilities

• Supervise multi-line telephone operation and ensure calls are answered per protocol.
• Coach QA reviews and performance feedback for calls, scheduling, and patient interactions.
• Oversee client intake, verify demographics/insurance information and insurance verification.
• Provide telephonic and in-person support, including social determinants of health assessments.
• Coordinate communication plans, timelines, and follow-ups for client support.
• Maintain knowledge of community resources to connect clients to services.
• Collaborate with clinical and operational teams to coordinate patient solutions.
• Handle administrative duties for care coordination and reporting.

Skills

EPIC EHR

Call center operations

Patient access workflows

Staff training

Leadership

Customer service

MS Office (Excel)

Education

Associate’s degree in business administration or healthcare administration

Tools

EPIC

Job description

UCFS Healthcare in Norwich, CT is seeking a Patient Solutions Specialist Supervisor to lead and support the patient navigation call center, ensuring courteous, efficient service. You will supervise a team, manage schedules, and train staff to handle client intakes and health-determinant assessments.

The role supports collaboration across clinical and operational teams, monitors KPIs, and implements real-time workflow improvements to enhance patient access and service delivery.