Patient Services Supervisor

The Patient Services Supervisor oversees the handling of all incoming and outgoing calls related to scheduling medical scans, patient pre-registration and reminder calls. Organizes and coordinates workflows within the Patient Services team to ensure that the service goals and objectives are achieved. Monitors workflows, including scheduling adherence, utilization, AUX usage and overflow support to optimize team performance.  Ensures that team members adhere to established policies and procedures.  Supervises the Patient Services team including daily operations, hiring, performance reviews, and team member coaching and development. Ensures that all team members follow standardized processes to get and give information during calls.  Ensures that all information is accurately entered into computer system(s). Ensures that every customer receives the highest quality of customer service.

Specific duties include, but are not limited to:

• Organize and coordinate workflows within the Patient Services team to ensure that the service goals and objectives are achieved.  Monitor workflow, including scheduling adherence, utilization, aux usage and overflow support to optimize the team performance.  Ensure that team members adhere to established policies and procedures

• Supervises the Patient Services team including daily operations, hiring, performance reviews, coaching, and development and performance management. Conducts regular team member meetings, including monthly team meetings and individual 1:1 meetings to discuss performance expectations.

• Promote teamwork within the office to ensure a professional, service-oriented work environment.  Maintain effective communications with staff through exceptional verbal and written communications.

• Review all new and updated reference materials, policies and procedures.  Attend meetings, coaching and training sessions.  Respond to audit feedback. 

• Acts as a source of reference for team members, assists with training of new hires and resolves complex and escalated issues. 

• Handles other job duties as assigned.

Position Requirements:

• Bachelor's degree in business, accounting, finance or statistics or equivalent work experience required.

• 3+ years of experience in medical office or related field preferred.

• Knowledge of medical terminology and procedures preferred. 

• 4+ years of customer service experience or 3+ years of supervisory experience in a contact center required.

• Ability to communicate with a variety of personalities in a sensitive and patient manner essential required.

• Computer literacy; experience with general office equipment; strong multi-tasking abilities; strong communication skills; ability to work well with physicians, patients, field operations team members and co-workers required.

• Solid decision making skills; demonstrated leadership and good judgement, ability to train new skills and direct work activities required.

• 5% of local travel is required.

• The COVID-19 vaccination is/may be a condition of employment.

• All candidates who accept an offer for employment will be required to successfully complete a pre-employment background check and drug screen as a condition of employment.

Physical Requirements:

Standard office environment. 

More than 50% of the time:

• Sit, stand, and walk.

• Repetitive movement of hands, arms and legs.

• See, speak and hear to be able to communicate with patients.

Less than 50% of the time:

• Stoop, kneel or crawl.

• Climb and balance.

• Carry and lift 10-20 pounds

Residents living in CA, NY, Jersey City, NJ, WA and CO click here to view pay range  information.

Akumin Operating Corp. and its divisions are an equal opportunity employer and we believe in strength through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, age, race, religion, color, national origin, sex, sexual orientation, gender identity & expression, status as a protected veteran, or disability.