Patient Access Supervisor

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Access Supervisor based in the United States. This is a remote leadership opportunity overseeing day-to-day operations within a high-volume patient access and contact center environment. You will lead and support Patient Access Representatives while helping ensure patients receive timely, accurate, and compassionate assistance. The role combines frontline service, team coaching, performance management, scheduling support, and operational improvement. You will serve as a key communication link between frontline staff, clinical teams, leadership, and affiliated organizations. Success will depend on your ability to monitor performance, resolve complex patient concerns, and strengthen service quality and efficiency. You will also help develop training, policies, and procedures while promoting an inclusive, patient-focused culture. This role is ideal for an experienced healthcare contact center leader who is passionate about equitable access and high-quality patient service. Team leadership: Supervise and support Patient Access Representatives, managing daily priorities and ensuring administrative and technical functions are handled efficiently and effectively. Patient support: Serve as a knowledgeable resource for team members and assist with complex patient inquiries, including provider selection, appointment scheduling, cancellations, rescheduling, service information, and financial assistance screening. Escalation management: Address patient escalations promptly and guide issues through to resolution while maintaining a compassionate, patient-focused service experience. Frontline operations: Support incoming and outgoing communications, coordinate messages with health centers and providers, and provide frontline assistance when needed. Performance management: Monitor and report key service metrics such as call volumes, wait times, abandonment rates, productivity, accuracy, and other performance indicators. Coaching and development: Work with managers to coach employees, identify performance gaps, provide constructive feedback, and ensure team members have the tools and training required to meet service standards. Training and quality: Audit frontline performance, provide education, and collaborate with quality and training teams to strengthen onboarding and ongoing training programs. Process improvement: Recommend and update policies, procedures, and departmental manuals, communicate changes to staff, and identify opportunities to improve scheduling and patient access processes. Cross-functional collaboration: Maintain strong relationships with patients, staff, clinical teams, and affiliated organizations while representing the department in meetings and root-cause analysis initiatives. Communication and coordination: Facilitate effective two-way communication between frontline representatives, Patient Access functions, leadership, and other interdependent teams. Equity and inclusion: Promote equitable practices, build trust across cultural differences, and contribute to an inclusive workplace that recognizes the impact of structural and racial inequities on healthcare access. Mission alignment: Maintain a strong commitment to health equity, community accountability, patient-centered service, and organizational service standards. Requirements: Education: Associate degree or higher-level education, completed coursework in business or health services administration, or equivalent professional experience. Healthcare experience: At least 2 years of experience in a healthcare contact center, patient access, pre-access, admissions, hospital business office, or physician practice environment. Leadership experience: Previous supervisory or Team Lead experience, with the ability to coach, mentor, motivate, and hold team members accountable. Patient service: Strong customer-service orientation and the