Patient Support Supervisor

View Moreicons; Northern (KY); Hybrid; USD 55,000 - 72,000; Full time

Job summary

Sagility is seeking an experienced Patient Support Supervisor to lead a team of Patient Support Specialists who act as the primary contact for patients and families. You will oversee daily operations, ensure quality, and drive compassionate care with timely responses.

Responsibilities include coaching, monitoring KPIs, handling escalations, and collaborating with clinical and admin teams to ensure access to care while maintaining HIPAA compliance.

Qualifications

• High school diploma or GED required.
• 3+ years in customer service, healthcare, or related roles.
• Experience in leadership, supervision, or coaching.
• Strong verbal and written communication.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and electronic health record systems.
• Ability to analyze performance data and identify trends.

Responsibilities

• Provide day-to-day leadership and supervision to a team of Patient Support Specialists.
• Monitor performance against productivity, quality, attendance, and patient experience.
• Coach and develop team members to improve performance.
• Conduct regular one-on-one meetings, performance discussions, and team meetings.
• Monitor patient interactions and documentation for accuracy and quality.
• Support staff with insurance-related questions, referrals, authorizations, and care locations.
• Handle escalated patient concerns and ensure timely resolution.
• Identify performance trends and work with leadership on improvements.
• Ensure staffing and workload align with service levels.
• Reinforce SOPs and HIPAA/privacy compliance.
• Collaborate with clinical/administrative teams to address patient needs.
• Support onboarding and training of new Patient Support Specialists.
• Track and communicate team performance metrics.

Skills

Leadership

Communication

Customer service

Healthcare knowledge

Data analysis

Microsoft Office

EHR systems

Education

High school diploma or GED

Tools

Microsoft Office

EHR systems

Job description

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The Patient Support Supervisor is responsible for leading and supporting a team of Patient Support Specialists who serve as a primary point of contact for patients, families, and caregivers. This role oversees daily operations, team performance, quality, and service delivery to ensure patients receive timely, accurate, and compassionate support.

Job title:

Patient Support Supervisor

Job Description:

The Patient Support Supervisor is responsible for leading and supporting a team of Patient Support Specialists who serve as a primary point of contact for patients, families, and caregivers. This role oversees daily operations, team performance, quality, and service delivery to ensure patients receive timely, accurate, and compassionate support.

The Supervisor provides coaching and development, monitors key performance indicators, resolves escalated patient concerns, and partners with clinical and administrative teams to ensure a positive patient experience and seamless access to care. This role is accountable for maintaining operational standards, regulatory compliance, and consistent team performance.

Key Responsibilities

• Provide day-to-day leadership and supervision to a team of Patient Support Specialists.
• Monitor team performance against established productivity, quality, attendance, and patient experience expectations.
• Provide ongoing coaching, feedback, and development to improve individual and team performance.
• Conduct regular one-on-one meetings, performance discussions, and team meetings.
• Monitor patient interactions and documentation to ensure accuracy, quality, professionalism, and adherence to established processes.
• Support the team in assisting patients with insurance-related questions, referrals, authorizations, required documentation, services, providers, and care locations.
• Handle and resolve escalated patient concerns, ensuring timely and appropriate resolution.
• Identify performance trends, workflow challenges, and barriers impacting the patient experience and work with leadership to implement solutions.
• Ensure appropriate staffing and workload management to support service levels and operational needs.
• Reinforce standard operating procedures, workflows, and organizational policies to promote consistency across the team.
• Maintain confidentiality and ensure team compliance with HIPAA, privacy requirements, and organizational policies.
• Partner with clinical, administrative, and operational teams to address patient needs and improve processes.
• Support onboarding, training, and development of new Patient Support Specialists.
• Track, analyze, and communicate team performance metrics and identify opportunities for continuous improvement.
• Promote a collaborative, accountable, and patient-focused team environment.

Required Qualifications

• High school diploma or GED required.
• 3+ years of customer service, healthcare, patient access, call center, or related experience.
• Previous leadership, supervisory, team lead, or coaching experience.
• Strong verbal and written communication skills.
• Demonstrated ability to coach employees and manage performance.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and electronic health record systems.
• Strong problem-solving, organizational, and decision-making skills.
• Ability to analyze performance data and identify trends and opportunities for improvement.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.Employees in this job may perform other duties as assigned.

Location: Work@Home USAUnited States of America