Remote Patient Support Team Lead

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

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.