Patient Support Supervisor

The Patient Support Supervisor is responsible for leading and supporting a team of Patient Support Specialists who serve as a primary point of contact for patients, families, and caregivers. This role oversees daily operations, team performance, quality, and service delivery to ensure patients receive timely, accurate, and compassionate support.

The Supervisor provides coaching and development, monitors key performance indicators, resolves escalated patient concerns, and partners with clinical and administrative teams to ensure a positive patient experience and seamless access to care. This role is accountable for maintaining operational standards, regulatory compliance, and consistent team performance.

Key Responsibilities

• Provide day-to-day leadership and supervision to a team of Patient Support Specialists.
• Monitor team performance against established productivity, quality, attendance, and patient experience expectations.
• Provide ongoing coaching, feedback, and development to improve individual and team performance.
• Conduct regular one-on-one meetings, performance discussions, and team meetings.
• Monitor patient interactions and documentation to ensure accuracy, quality, professionalism, and adherence to established processes.
• Support the team in assisting patients with insurance-related questions, referrals, authorizations, required documentation, services, providers, and care locations.
• Handle and resolve escalated patient concerns, ensuring timely and appropriate resolution.
• Identify performance trends, workflow challenges, and barriers impacting the patient experience and work with leadership to implement solutions.
• Ensure appropriate staffing and workload management to support service levels and operational needs.
• Reinforce standard operating procedures, workflows, and organizational policies to promote consistency across the team.
• Maintain confidentiality and ensure team compliance with HIPAA, privacy requirements, and organizational policies.
• Partner with clinical, administrative, and operational teams to address patient needs and improve processes.
• Support onboarding, training, and development of new Patient Support Specialists.
• Track, analyze, and communicate team performance metrics and identify opportunities for continuous improvement.
• Promote a collaborative, accountable, and patient-focused team environment.

Required Qualifications

• High school diploma or GED required.
• 3+ years of customer service, healthcare, patient access, call center, or related experience.
• Previous leadership, supervisory, team lead, or coaching experience.
• Strong verbal and written communication skills.
• Demonstrated ability to coach employees and manage performance.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and electronic health record systems.
• Strong problem-solving, organizational, and decision-making skills.
• Ability to analyze performance data and identify trends and opportunities for improvement.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.