Patient Care Representative Supervisor - Key Whitman Rockwall

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!