Patient Experience Supervisor

About Us
Pinnacle Fertility is a leading fertility care platform dedicated to fulfilling dreams by building families. With a nationwide network of clinics, we provide cutting-edge technology, compassionate patient care, and comprehensive fertility treatment services, ensuring a seamless and high-touch experience for families on their journey to parenthood. Learn more at www.pinnaclefertility.com.

About the Role

The Patient Experience Supervisor is a key role for those passionate about guiding fertility patients on their journey to parenthood. If you are a compassionate, customer service-oriented leader who thrives in a fast-paced environment, this position is perfect for you. In this role, you will engage with patients throughout their experience while leading a multidisciplinary team to ensure exceptional care and service.

We are seeking a Patient Experience Supervisor to join our dedicated team at Pinnacle Fertility – Reproductive Gynecology & Infertility in Westerville, OH. This is a full-time, on-site position based in Westerville, working Monday–Friday from 7:00 AM to 4:00 PM. This role requires flexibility to travel to our Akron location on a monthly basis, as well as other satellite clinics as needed.

Key Responsibilities

• Supervise and lead the Patient Experience team to ensure exceptional service and daily operational efficiency.

• Manage front desk functions including check-ins, insurance verification, and appointment scheduling.

• Support the Executive Director with facility operations: schedule maintenance, manage vendor access, and oversee cleaning schedules.

• Oversee office supply ordering, including managing the approved list, weekly submissions, and deliveries.

• Monitor patient flow and address bottlenecks to enhance clinic efficiency and experience.

• Act as the escalation point for complex patient concerns, ensuring timely and effective resolution.

• Train and mentor team members to promote a high-performing, supportive work environment.

• Collaborate with leadership to optimize workflows and service delivery.

• Ensure compliance with clinic policies and HIPAA regulations.

• Support financial processes including insurance coordination, copay collection, and billing.

• Conduct performance reviews and provide ongoing feedback for staff development.

• Assist with special projects and administrative tasks as needed.

Position Requirements

• Education & Experience:
  • High school diploma or equivalent required; associate’s or bachelor’s degree in healthcare administration or a related field preferred.
  • 3+ years of experience in a medical office, patient services, or front desk role.
  • 1-2 years in a leadership role is required.

• Skills:
  • Strong leadership, communication, and problem-solving skills.
  • Proficiency with electronic medical records (EMR) systems and administrative software.
  • Ability to handle escalated patient concerns with professionalism and empathy.
  • Excellent organizational and multitasking abilities.
  • Bilingual in Spanish is a plus.

Compensation & Benefits:

• Annual Salary: $55,000-$60,000 annually (final offers based on experience, skills, and qualifications).
• Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

Diversity & Inclusivity

At our company, we serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we acknowledge and value the diversity of our patients, we also actively celebrate diversity within our organization. We are an equal opportunity employer, and we are committed to a safe and inclusive work environment for all. We recognize that diversity among our team allows us to not only more effectively serve our patients, but also to advance innovation and opportunity within our field. We encourage qualified applicants of every background, ability, and life experience to apply to our employment opportunities.