Supervisor - Patient Access

The Supervisor, Patient Access – Regionalized Scheduling oversees scheduling operations across a defined geographicarea. This leader ensures consistent execution of scheduling workflows, template management, and a best-in-classpatient experience. Supporting the Regional Manager, this role drives operational performance, coaching, andstandardization across all clinics within the assigned district.

 

Essential Functions

 

Leadership & Team Management:

• Manage the hiring, staffing, training, scheduling, and performance of scheduling staff within the district.
• Conduct regular check-ins, performance evaluations, and skill development plans to lead, coach, and develop districtscheduling teams.
• Cascade regional-level goals and ensure alignment with organizational KPIs.
• Foster a culture of accountability, collaboration, and patient-first service.

Operational Oversight:

• Oversee day-to-day scheduling operations, including appointment booking, template management, and adherenceto standardized workflows across all clinics in the district.
• Ensure consistent execution of scripts, scheduling protocols, and documentation requirements.
• Monitor district compliance with scheduling accuracy, service level agreements, and productivity standards.
• Partner with regional leaders to support the resolution of operational gaps.
• Conduct regular call and scheduling audits to ensure performance standards are met.

Operational Contributions:

• Provide exception-based support during call surges or staffing issues.

Patient Experience & Satisfaction: 

• Ensure all scheduling interactions reflect a patient-centered philosophy and deliver a warm, accurate, and proactive
• experience.
• Review patient complaints, delays, and feedback to drive improvements and close service gaps.
• Partner with clinic operations to remove obstacles impacting timely scheduling and patient readiness.
• Serve as an escalation point between patient and leaders to address complaints or concerns brought to the team'sattention.

Process Improvement & Compliance:

• Track and report district KPIs including call volumes, wait times, scheduling completion rates, and templateutilization.
• Utilize data to identify trends, workflow issues, and opportunities to increase efficiency and minimize delays.
• Support implementation of best practices originating from enterprise, division, or regional pilots.
• Ensure compliance with privacy regulations, payer requirements, and internal quality standards

Collaboration & Reporting:

• Partner with clinic managers, regional access manager, regional clinical operations, and centralized access teamsto ensure seamless coordination of scheduling activities.
• Serve as the primary operational link between scheduling staff and regional operations and access managers.

Training and Development:

• Deliver training, onboarding, and ongoing competency development for scheduling staff.
• Reinforce workflow standardization, documentation accuracy, and patient communication excellence.
• Identify skill gaps and collaborate with enterprise training teams when needed.
• Maintain updated documents for team reference and tools to support productivity and performance.

Strategic and Administrative Duties:

• Support district workforce planning, staffing models, and coverage for scheduling roles.
• Provide regular status updates, performance summaries, and improvement plans to the Regional Manager.
• Support local change management as new tools, processes, and technologies are deployed.

Required Skills & Abilities

• Strong working knowledge of scheduling protocols, template management, and call center workflows.
• Excellent interpersonal communication, analytical, and problem-solving skills.
• Experience with Epic or similar EMR platforms is strongly preferred.
• Medical office or call center supervisory experience preferred.

Required Credentials

• Bachelor's degree in healthcare administration, Business, Finance, or related field (or equivalent experience)
• 2+ years of experience in patient access, scheduling operations, or outpatient healthcare operations.

Remote Requirements

• Remote role requiring consistent attendance and schedule adherence.
• Constant use of computer systems, telephony platforms, and EMR software.
• Ability to sit f