Patient Access Coordinator Supervisor at PBACO Holding LLC – Palm Springs, Florida

Summary

The Patient Access Call Center Supervisor is responsible for the day-to-day supervision, coaching, and performance management of Patient Access Coordinators. This role ensures high-quality patient outreach, scheduling, and care coordination while supporting organizational goals related to access, patient engagement, and visit completion. The Supervisor serves as a subject matter expert, supports workflow optimization, and fosters a collaborative, patient-centered team environment. This job description may be edited at any time per the company’s needs, with relevant notice to the employee.

Essential Duties and Responsibilities

Team Leadership & Supervision

• Supervise, coach, and support Patient Access Coordinators to ensure consistent, high-quality patient outreach and coordination of care.
• Provide day-to-day direction, monitor workloads, and ensure appropriate coverage and productivity within the call center.
• Conduct regular check-ins, performance evaluations, and coaching sessions to support employee development and accountability.
• Assist with onboarding and training of new Patient Access Coordinators, ensuring understanding of workflows, systems, and performance expectations.
• Foster a positive, collaborative team culture focused on patient experience, quality, and outcomes.

Operations & Performance Management

• Oversee daily call center operations to ensure timely and accurate patient outreach, scheduling, and follow-up.
• Monitor key performance indicators (KPIs) such as outreach volume, scheduling rates, appointment completion, and quality metrics.
• Identify performance gaps and implement corrective action plans or process improvements as needed.
• Ensure Patient Access Coordinators are effectively supporting practices to increase performance of Annual Wellness Visits (Medicare patients), annual physicals (commercial patients), follow-up visits, and other medically necessary appointments.
• Serve as an escalation point for complex patient, provider, or workflow issues.

Patient Access & Engagement Oversight

• Ensure consistent use of company software and patient engagement systems to track patients and document outreach accurately.
• Support and reinforce effective communication strategies for engaging patients, caregivers, physician offices, and internal teams.
• Promote best practices for developing rapport with patients and delivering superior customer service.
• Ensure coordination of services through collaboration with patients, caregivers, primary care providers, and other members of the healthcare team.

Communication & Collaboration

• Act as a liaison between the Patient Access team, leadership, and other internal departments.
• Provide regular summaries and insights to leadership and relevant stakeholders related to patient access performance, trends, and opportunities for improvement.
• Support cross-functional initiatives related to access, quality, and patient outcomes.

Compliance & Quality

• Ensure team adherence to all HIPAA, confidentiality, and privacy laws and company policies.
• Monitor documentation and workflows to ensure accuracy, compliance, and consistency.
• Reinforce quality standards and address compliance concerns promptly.

Additional Responsibilities

• Participate in process improvement initiatives and special projects as assigned.
• Stay current on company programs and patient access best practices.
• Perform other duties as assigned by management.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in healthcare administration, business, or a related field preferred.
• Minimum of 2–3 years of experience in a healthcare call center, patient access, care coordination, or similar role.
• Prior supervisory or lead experience strongly preferred.
• Working knowledge of patient scheduling, outreach workflows, and healthcare operations.
• Proficiency with EMRs, patient engagement systems, and standard office software.

Skills and Competencies

• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and drive improvement.
• Strong organizational skills with the ability to manage multiple priorities.
• Customer-service mindset with a patient-centered approach.
• Knowledge of HIPAA and healthcare privacy regulations.

Work Environment

This position operates in a professional office and/or call center environment and requires the ability to sit for extended periods, work at a computer, and communicate frequently by phone and electronic means.