Patient Services Supervisor

Patient Services Supervisor

Sparks Group has partnered with a company in the Richmond Va area seeking a Patient Services Supervisor. In this role you will provide operational leadership and management expertise to guide the daily activities of the department. This role is responsible for driving quality customer service, ensuring compliance with healthcare regulations, supervising call center operations, managing grantor relationships, and supporting team development to deliver exceptional patient assistance.

Key Responsibilities Operational Leadership & Call Center Management

• Supervise Daily Operations: Oversee inbound and outbound call center operations engaging patients, physicians, and stakeholders to ensure productivity, quality, and service standards are consistently achieved.
• Workforce Planning & Scheduling: Establish daily staff schedules based on call volume forecasts, historical data, and anticipated operational needs.
• Escalation Management: Resolve complex or escalated customer concerns promptly and professionally in alignment with organizational policies.
• Performance Monitoring & Reporting: Conduct routine call reviews and quality assurance audits to evaluate staff performance, track key operational metrics, and maintain data integrity.
• Case Management Coordination: Collaborate with Case Management Specialists to coordinate follow-up activities and deliver top-tier patient assistance.

Team Management & Development

• Staff Supervision & Training: Onboard, train, and continuously develop team members on procedural updates, customer service standards, and operational workflows.
• Performance Management: Monitor representative productivity, deliver actionable feedback, and implement corrective action plans as needed in accordance with organizational HR policies.
• Departmental Support: Work in close partnership with the Director of Patient Services on departmental human resources functions, team development, and workplace initiatives.

Stakeholder Relations & Compliance

• External Partnership Management: Serve as the primary point of contact and subject matter expert for grantors and external partners regarding programmatic needs.
• Compliance & Quality Assurance: Ensure all team activities comply with applicable federal, state, and internal guidelines and regulations.
• Executive Communication: Maintain consistent communication with senior management regarding departmental successes, operational challenges, and strategic recommendations.
• Professional Development: Maintain up-to-date knowledge of healthcare systems, industry regulations, and advances in patient assistance programs.

Qualifications & Requirements Education & Experience

• Education: Bachelor's degree in Business, Healthcare Administration, or a related field required; Master's degree preferred.
• Leadership Experience: Minimum of 35 years of progressive management experience required, with at least 1 year in a clinical or healthcare management environment preferred.
• Industry Knowledge: Demonstrated understanding of healthcare operations, workflows, and health insurance processes (including coverage verification and reimbursement procedures).
• Call Center Background: Experience leading teams, managing performance, and driving efficiency in a call center or customer service setting required.
• Process Improvement: Proven track record of developing policies, procedures, programs, and operational workflows.

Skills & Core Competencies

• Communication & Interpersonal Skills: Exceptional written and oral communication skills, with a proven ability to build cooperative relationships with staff, leadership, and external partners.
• Presentation Skills: Demonstrated capability to prepare and deliver analytical reports and presentations to external stakeholders and donors.
• Problem-Solving & Analysis: Strong analytical mindset and objective judgment to evaluate metrics, resolve complex issues, and optimize processes.
• Leadership & Motivation: Self-driven leader with a strong ability to motivate, mentor, and foster a team-oriented, patient-focused work environment.
• Technical Proficiency: Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Outlook.