Healthcare, Ophthalmology, Medical Practice

Patient Care Representative Supervisor - Key Whitman Rockwall

RemoteRemoteFull TimePosted 12 days ago

Is this role right for you?

Upload your resume and get a skill-by-skill breakdown — see exactly where you match, where you're close, and what to highlight. Not a mystery percentage.

Get a tailored resume highlighting what this role needs.

Required skills

HIPAA
patient confidentiality
EMR systems
call center performance metrics
healthcare
medical call center
high-volume call center
patient access

Nice to have

process refinement
workflow optimization
cross-functional projects

Role summary

The Patient Services Manager supervises the daily operations of a healthcare call center, leading a team of patient service representatives to ensure excellent patient experiences. Responsibilities include managing operational performance, staff development, service quality, and adherence to organizational standards. Key duties involve leadership, hiring, training, performance management, process refinement, patient issue resolution, and overseeing communication across departments. The role requires a Bachelor's degree or 5+ years of leadership experience in a healthcare or medical call center, with prior management experience in a high-volume call center or patient access setting. Strong knowledge of HIPAA and patient confidentiality standards, along with excellent communication and project management skills, are essential. Experience with EMR systems and call center metrics is also required.

Accessibility Note:

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information to request the appropriate accommodation by visiting the following page:

Accessibility Accommodation for Applicants

POSITION SUMMARY

The Patient Services Manager oversees the daily operations of the call center and leads a team of patient service representatives to ensure exceptional patient experiences. This role is responsible for operational performance, staff development, service quality, and adherence to organizational standards that support innovative and superior eye care.

The essential functions include, but are not limited to the following:

Displays strong and effective leadership on a daily basis; provides mentorship, development and guidance to the team of Patient Services

Responsible for interviewing, hiring and executing a training plan for new team members

Manages staffing performance evaluations and overall supervision of departments in compliance with company policy and state and federal laws

Works with Patient Services Supervisor to ensure clinical goals are being met such as scheduling and patient satisfaction

Leads the Patient Services agents and looks for ways to refine processes and procedures

Responds to patient questions and concerns regarding procedures, pricing, scheduling, and insurance coverage

Monitors time off requests and approves timecards prior to payroll processing

Oversee the communication between onsite, remote and all departments of all clinic locations

Cultivates a positive, accountable and inspired work environment

Maintains an atmosphere of privacy and respect regarding personal issues among colleagues

Oversees usage of, provides maintenance and facilities implementation of role-specific computer applications

Drafts and maintains training and reference documents utilized by Patient Services agents

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

Bachelors degree or 5+ years of leadership experience in a healthcare or medical call center environment

Prior management experience in a high-volume call center or patient access setting

Strong knowledge of HIPAA and patient confidentiality standards

Excellent verbal and written communication skills

Proven ability to manage multiple priorities and lead cross-functional projects

Experience using EMR systems and call center performance metrics

Highly organized, self-motivated and team-oriented leader

Benefits:

Comprehensive health, dental, and vision insurance

Health Savings Account with an employer contribution

Life Insurance

PTO

401(k) retirement plan with a company match

And more!

Our organization is an Equal Opportunity Employer

Ready to apply?

You'll be redirected to Key-Whitman Eye Center's application page.