Patient Access Supervisor

*Hybrid remote schedule available after completion of training period*

Who we are:  

Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most – patient care. Headquartered in Stamford, Connecticut, the Spire network spans the Northeast with more than 165 physicians, 1,800 employees, 285 other clinical providers and 40 locations in New York, Connecticut, Rhode Island and Massachusetts.

What you’ll do:  

We are seeking a Supervisor of staff and processes for our Patient Access department. Supervisor leads by example in taking calls, coordinating processes for triaging incoming appointment requests, and reporting on call center metrics. Supervisor serves as first level for employee and patient concerns, coordinating employee schedules, and enforcing metric goals.   

Responsibilities: 

• Monitors staff within the Call Center and provides guidance with department policies and procedures. 
• Assists with conducting performance reviews in collaboration with operational leadership to assess and enhance team performance. 
• Manage daily schedules, including the approval of timecards and PTO requests, to ensure adequate staffing and seamless operations. 
• Works under the direction of the Operations Manager to address employee relations or performance issues.  
• Play a key role in the hiring process by actively participating in interviews and contributing to the onboarding of new call center agents. 
• Oversee the Pre-Registration and Referral team. 
• Act as a liaison between operations management and call center staff to facilitate effective communication and collaboration. 
• Handle incoming calls and assist in scheduling appointments to meet patient needs. 
• Ensure that the team consistently meets service level goals, including quality assurance targets. 
• Assists with conducting regular reviews of monthly scorecards with team members to provide feedback and track performance metrics.  
• Communicate any relevant process changes to the team, ensuring everyone is informed and aligned with updated procedures. 
• Attend required meetings/in-services and participate in committees as requested. 
• Maintains strict confidentiality on all patient and employee issues. 
• Other duties as assigned. 

Who you are: 

• 3-4+ years’ call center experience; or equivalent combination of education and experience in the medical field.  Previous health care receptionist experience preferred. 
• High School Diploma or Equivalent Required  
• Knowledge of HIPAA, insurance regulations, policies, procedures, and other regulatory policies 
• Previous experience leading teams preferred, must possess excellent customer service and communications skills.  
• Must have the ability to be a team player with a positive attitude, demonstrating patience and professionalism. 
• Knowledge of computer systems and associated applications (hardware/software) in support of organizational, business and department functions 
• Must be organized and detail-oriented. 

What we offer:  

• Excellent growth and advancement opportunities  
• Dynamic environment  
• Access to a diverse network of practitioners