Supervisor, Patient Access Center

Jobtailor; San Antonio (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking an Access Center Supervisor in San Antonio, TX, to oversee daily operations, monitor call volumes, and ensure adherence to patient-registration and scheduling protocols.

The role requires five years in customer service within healthcare or call center settings, strong typing and MS Office skills, and solid verbal and written communication with active listening. You will coach Team Leads and participate in hiring and training activities.

Qualifications

• Five years of customer service experience in a call center or healthcare setting.
• Proficient typing and keyboarding skills.
• Advanced knowledge of Microsoft Office Suite.
• Clinical or healthcare experience preferred with some medical terminology knowledge.
• Verbal and written communication skills; active listening and collaboration.

Responsibilities

• Oversee daily operations of the Access Center, including monitoring call volumes and specialist activities.
• Maintain knowledge of patient registration, scheduling, and department protocols.
• Collaborate with clinical leadership to maintain scheduling guidelines.
• Provide reports on staff performance, attendance, and service quality.
• Coordinate workflow and staffing to ensure phone queues are properly staffed.
• Manage escalations through accountability, urgency, and follow-through.
• Lead outbound calls to schedule patients from referrals and monitor productivity.
• Manage after-hours on-call reports, schedules, and contact processes.
• Resolve patient messages or concerns from third-party after-hours centers.
• Review specialist performance and provide motivation, coaching, and guidance to Team Leads.
• Participate in screening, interviewing, and hiring Access Specialists.
• Complete annual performance evaluations and documentation with Team Leads and Manager.
• Complete timecards and track attendance-policy adherence.
• Comply with clinical policies, procedures, and HIPAA requirements.
• Attend ongoing training in technical, customer service, and related areas.
• Perform other duties as assigned.

Skills

Customer service

Typing

MS Office

Verbal communication

Active listening

Problem-solving

Teamwork

Organizational skills

Bilingual (preferred)

Collaboration

Tools

Microsoft Office Suite

Job description

• Oversee daily operations of the Access Center, including monitoring incoming call volumes and specialist activities
• Maintain current knowledge of patient registration, appointment scheduling, and department protocols
• Collaborate with clinical leadership to maintain department scheduling guidelines
• Provide the Access Center Manager with reports on staff performance, attendance, and service quality
• Coordinate Access Specialist workflow and ensure phone queues are properly staffed
• Manage departmental escalations through accountability, urgency, communication, and follow-through
• Lead outbound call assignments to schedule patients from referrals and monitor productivity
• Manage on-call reports, schedules, contact numbers, and processes for after-hours specialists and third-party providers
• Resolve patient messages or concerns submitted by third-party after-hours service centers
• Review specialist performance and provide motivation, coaching, mentoring, and guidance to Team Leads
• Participate in screening, interviewing, and hiring Access Specialists
• Complete annual performance evaluations and performance documentation with Team Leads and the Manager
• Complete timecards, document department schedules, and track attendance-policy adherence
• Comply with clinical policies, procedures, and HIPAA requirements
• Attend ongoing technical, customer service, and other training
• Perform other duties as assigned

Requirements

• Five (5) years of customer service experience in a call center and/or healthcare environment
• Proficient typing and keyboarding skills
• Advanced knowledge of Microsoft Office Suite
• Clinical or healthcare experience preferred, with some knowledge of medical terminology
• Verbal and written communication skills
• Active listening skillsCollaborative relationship skills
• Problem analysis and problem-solving skills
• Conflict resolution and decision-making skills
• Organizational skills and attention to detail
• Adaptability
• Teamwork
• Bilingual capability preferred but not required
• Compliance with clinical policies, procedures, and HIPAA requirements
• Ability to meet attendance expectations under UT Health Attendance Policies

Core Competencies

Demonstrates expertise in managing Access Center operations, including patient registration, appointment scheduling, and staff performance evaluation. Proficient in compliance with clinical policies and HIPAA requirements while fostering effective communication and collaboration within the team.

Highest-signal resume keywords

• Customer Service Experience
• Microsoft Office Suite Proficiency
• Healthcare Experience
• Performance Evaluation Management
• Bilingual Capability

ATS Optimization Keywords

Hard Skills

• Typing Skills
• Keyboarding Skills
• Medical Terminology Knowledge
• Appointment Scheduling
• Performance Documentation

Soft Skills

• Verbal Communication Skills
• Active Listening Skills
• Problem-Solving Skills
• Conflict Resolution Skills
• Organizational Skills

Industry Keywords

• HIPAA Compliance
• Clinical Policies
• Call Center Operations
• Patient Registration
• Team Leadership