Supervisor, Patient Service Representatives Call Center at Trillium Health Inc. – Rochester, New York

Job Title: Supervisor, Call Center PSRs
Department: Clinic
Position Type: Full-Time
FLSA: Non-Exempt
Reports To: Manager, Call Center
Direct Reports: Yes

Join us in leading a mission‑driven team committed to innovation, collaboration, and continuous development. The Supervisor, Call Center PSRs oversees the daily operations of a centralized call center supporting Family Medicine, Sexual Health, Gynecology, HIV, and Hep C services.

This position ensures patients receive timely, accurate, compassionate, and culturally responsive access to care by directly supervising PSRs, optimizing workflows, and upholding clinical, regulatory, and organizational standards.

The supervisor plays a vital role in shaping a positive patient experience across high‑volume, high‑sensitivity service lines, balancing productivity expectations with quality, confidentiality, and trauma‑informed communication. This position works closely with clinical leadership, nursing, scheduling, and operations teams to ensure seamless coordination and an exceptional patient experience.

• Oversee day‑to‑day operations of the centralized call center supporting multiple primary care and specialty service lines.
• Monitor and analyze call center performance metrics including call volume, abandonment rates, response times, scheduling accuracy, Epic documentation quality, and patient satisfaction indicators.
• Identify trends, barriers, and opportunities for improvement; implement process improvements to enhance access, efficiency, and patient experience.
• Serve as an escalation point for complex or challenging calls.
• Ensure accurate and timely documentation of patient interactions in Epic EMR and call‑tracking systems.
• Collaborate with leadership and other departments to improve processes and implement quality initiatives.
• Develop and maintain staffing schedules to ensure adequate coverage.
• Conduct regular team meetings and provide ongoing training and development opportunities.
• Participate in recruitment, onboarding, and performance evaluations for call center staff.
• Promote a positive, inclusive, and team‑oriented work environment.
• Provide direct supervision, coaching, and performance management for Call Center PSRs, fostering accountability, engagement, and professional growth.
• Other duties as assigned.

• Strong leadership, communication, and problem‑solving skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong interpersonal skills and commitment to delivering compassionate, culturally responsive customer service.
• Ability to support a diverse patient population with sensitivity and professionalism.
• Experience using Epic EMR (minimum 2 years required).

• High school diploma or equivalent required; Associate’s or Bachelor’s preferred.
• Minimum 2 years of experience in a call center or customer service environment.
• Minimum 1 year of supervisory or lead experience required.
• Minimum 2 years of Epic EMR experience required.

• Commitment to the mission, vision, One Trillium values, and behaviors.
• Ability to maintain confidentiality of all patient, client, employee, protected, and proprietary information.
• Participation in compliance audits, quality improvement plans, and continuous improvement initiatives.

While performing the duties of this job, the employee is required to stand, sit, walk, use hands, reach, talk, and hear. Occasional stooping, bending, and lifting/moving up to 25 lbs may be required.
Vision requirements include close, distance, peripheral, and depth perception, with ability to adjust focus.

In alignment with the Americans with Disabilities Act (ADA), this job description lists only those responsibilities and qualifications deemed essential to the position.