Patient Appointing Services (PAS) Supervisor

About the role

As a Patient Appointing Services (PAS) Supervisor, you'll oversee a healthcare contact center team supporting appointment scheduling, referral coordination, and administrative services for military healthcare beneficiaries.

You'll combine hands-on team leadership with performance management, quality monitoring, and operational improvement. Working closely with program leadership, you'll coach employees, evaluate service metrics, and help maintain consistent standards across patient access operations.

Work Arrangement: Remote. Candidates must reside within 50 miles of Houston, TX.

Schedule: Monday-Friday, within operational service hours of 8:00 a.m.-8:00 p.m. Central Time, excluding federal holidays. Assigned supervisory hours may vary. Overtime may be required.

Key Responsibilities

• Lead daily operations: Oversee agent activities, distribute workloads, and manage assigned functions supporting patient scheduling, referrals, and healthcare administration.
• Manage team performance: Monitor call handling times, customer satisfaction, script adherence, and other performance indicators. Conduct evaluations, document employee performance, and provide coaching and feedback.
• Maintain quality and compliance: Monitor adherence to established procedures, service standards, organizational policies, and applicable healthcare regulations, including HIPAA.
• Improve operational workflows: Identify opportunities to strengthen processes, service quality, and team effectiveness while supporting departmental initiatives.
• Oversee reporting and administration: Compile monthly performance reports, review employee timekeeping records, and maintain documentation aligned with program requirements.
• Coordinate across teams: Collaborate with project management, organizational leadership, and external partners to address operational needs and support consistent service delivery.
• Support employee development: Provide training and mentoring, address personnel concerns, and foster an engaging, supportive work environment.

Requirements

• High school diploma or GED equivalent.
• At least 3 years of management experience, including 2 years managing professional and administrative personnel.
• Experience working closely with senior personnel, government employees, and other contractors.
• Demonstrated ability to build effective teams, resolve personnel issues, and manage employee performance.
• Familiarity with performance management, quality control, accounting, and finance standards and practices.
• Proficiency in Microsoft 365, including Teams, Excel, and Outlook, with the ability to learn and navigate additional systems and technologies.
• Strong customer service, communication, critical thinking, problem-solving, and organizational skills, with attention to detail and accuracy.

Preferred

• Working knowledge of military healthcare processes and healthcare administration.
• Experience managing a fast-paced, high-volume call center.
• Experience with CXone, MHS GENESIS, or other call center software.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Benefits Language (FTE roles)

• Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance.
• Additional benefits include a 401k plan, paid time off, and an annual bonus.
• International SOS Government Medical Services complies with all federal, state, and local minimum wage laws.