Regional Patient Services Leader — Remote/Hybrid Coach & Optimizer

Heartland Dental; Effingham (IL); Hybride; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Generous benefits package

Résumé du poste

Heartland Dental is seeking a Regional Patient Services Specialist Supervisor to lead a team of Regional Patient Service Specialists and ensure high-quality service delivery and cross-functional alignment across supported doctors and dental practices.

The ideal candidate will have strong leadership, data-driven decision making, and excellent communication skills to coach teams in a fast-paced, service-oriented environment.

Qualifications

• Minimum 1 year of experience in the PSR department (required).
• Familiarity with PSR workflows and operations.
• Strong leadership and team-coaching skills.

Responsabilités

• Directly supervise and lead the Regional Patient Service Specialists, through routine 1:1s, performance reviews, and coaching sessions.
• Partner with supported Doctors and teams to deliver the highest level of customer service to ensure timely, professional resolution of incoming calls and tickets.
• Responsible for office facing customer service performance (call quality, ticket handling, accuracy, customer satisfaction).
• Investigate escalations and communicate findings and next steps.
• Foster a positive, collaborative team culture centered around patient and practice support.
• Oversee workflow distribution and daily workload balance.
• Partner with Regional Patient Service Consultants on trend analysis, documentation, and improvement opportunities.
• Partner with Patient Services Supervisors on feedback trends and escalations.
• Collaborate with the PSR Quality and Training teams to review feedback trends and implement coaching or process changes.
• Identify trends in calls, tickets, and PSR feedback to recommend solutions.

Connaissances

Leadership & coaching

Data-driven decision making

Communication skills

Multitasking

Attention to detail

Description du poste

Heartland Dental is seeking a Regional Patient Services Specialist Supervisor to lead a team of Regional Patient Service Specialists and ensure high-quality service delivery and cross-functional alignment across supported doctors and dental practices.

The ideal candidate will have strong leadership, data-driven decision making, and excellent communication skills to coach teams in a fast-paced, service-oriented environment.