PAC Team Lead/Supervisor

Job Description

Job Description

About Advanced Management, USA

Advanced Management, USA is a physician-aligned healthcare consulting organization that partners with Accountable Care Organizations and independent practices nationwide. Our mission is to improve patient outcomes, increase operational efficiency, and drive measurable value in Medicare populations through strong care coordination and patient engagement systems.

The PAC Team Lead/Supervisor provides frontline leadership and daily oversight of Patient Access Coordinators. This role ensures operational execution of departmental KPIs, supports training and onboarding of new team members, reinforces HIPAA compliance, and drives productivity within the call center environment.

• Supervise daily PAC team performance and productivity.
• Monitor call volume, scheduling targets, actions, and dashboard metrics.
• Provide real-time coaching based on call audits and KPI tracking.
• Escalate operational concerns to the PAC Manager.
• Ensure adherence to workflows, scripts, and compliance standards.

• Lead structured onboarding and training for new PAC Reps.
• Conduct system training including Caretracker, EMRs, scheduling workflows, and compliance protocols.
• Perform call monitoring and shadowing sessions.
• Assess competency before independent workload assignment.
• Provide reinforcement training for underperforming team members.

• Conduct call audits to ensure HIPAA compliance and quality standards.
• Ensure proper documentation within EMRs and internal systems.
• Maintain high confidentiality standards.

• Mentor and support PAC team members.
• Promote engagement, teamwork, and accountability.
• Assist in performance documentation and feedback processes.

• Minimum 2 years experience in a healthcare or medical call center environment.
• Prior lead, trainer, or supervisory experience preferred.
• Strong knowledge of EMR systems and call monitoring tools.
• Excellent communication and coaching skills.
• Strong analytical and problem-solving ability.
• High level of professionalism and confidentiality awareness.

• Competitive salary.
• Paid Time Off (PTO).
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) with company match.
• Stock option eligibility.
• Tuition reimbursement.
• Professional development opportunities.
• Growth pathways within a rapidly expanding organization.

Salary Range: $52,000 to $60,000 annually. Final compensation based on experience, leadership background, and call center performance expertise.

Advanced Management, USA is an Equal Opportunity Employer.