Healthcare

Patient Care Representative Supervisor - Key Whitman Rockwall

RemoteRemoteFull TimePosted 12 days agoVisa sponsorship available

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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 design
workflow systems
risk/control rigor

Role summary

The Patient Services Manager supervises the daily operations of a medical 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. The role involves interviewing, hiring, training, performance management, and ensuring compliance with healthcare regulations like HIPAA. Key duties include refining processes, addressing patient concerns, managing schedules, and overseeing communication across departments. A Bachelor's degree or 5+ years of leadership experience in a healthcare or medical call center is required, along with prior management experience in a high-volume call center or patient access setting.

Accessibility Note:

Surgery Partners is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is the Company’s policy not to discriminate against any qualified people or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, the Company will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made the Company aware of his/her disability, unless doing so would cause an undue hardship to the Company. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact talentacquisition@surgerypartners.com

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!

Equal Employment Opportunity & Work Force Diversity

Our organization is an equal opportunity employer and will not discriminate against any employee or applicant for employment based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, parental status, sexual orientation, veteran status, genetic testing results or any other consideration made unlawful by federal, state or local laws. This practice relates to all personnel matters such as compensation, benefits, training, promotions, transfers, layoffs, etc. Furthermore, our organization is committed to going beyond the legal requirements of equal employment opportunity to take positive actions which ensure diversity in the workplace and result in a multi-cultural organization.

Surgery Partners conducts pre-employment screenings including but not limited to criminal background checks and drug testing.

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