Patient Services Supervisor

Job Description

Job Description

Job Title: Patient Services Supervisor Job Description

The Patient Services Supervisor oversees a team of patient services representatives within a high-volume orthopedic network call center. This role serves as the primary point of contact for call center operations, scheduling questions, and patient access inquiries, ensuring that patients are scheduled accurately and efficiently with the appropriate providers and services. The supervisor partners closely with leadership to evaluate workflows, identify operational challenges, and implement process improvements that enhance the overall patient experience and operational efficiency.

• Oversee patient services representatives in a high-volume orthopedic network call center, providing daily guidance and support to a team of nine.
• Serve as the primary point of contact for call center operations, addressing scheduling questions and patient access inquiries.
• Monitor provider schedules and make adjustments as needed, including opening, closing, and blocking appointment slots to ensure accurate provider availability.
• Manage physician scheduling templates within the EMR and administrative scheduling systems to maintain up-to-date and accurate schedules.
• Ensure patients are appropriately scheduled with the correct providers and services, reducing scheduling errors and improving patient satisfaction.
• Review call recordings to assess service quality, identify coaching opportunities, and drive improvements in the patient experience.
• Conduct regular one-on-one meetings with team members to provide feedback, support professional development, and address performance concerns.
• Track and analyze call center performance metrics, including call volume, hold times, missed calls, call handling times, and pause times.
• Develop and maintain performance standards and key performance indicators (KPIs) for the call center team.
• Coach employees on meeting performance expectations and achieving established service goals and KPIs.
• Utilize reporting tools and dashboards to identify trends, monitor performance, and drive operational improvements.
• Support daily operations by assisting with inbound calls and scheduling activities during periods of high volume or staff absences.
• Collaborate closely with leadership to evaluate workflows, identify operational challenges, and implement process improvements across the call center.
• Partner with leadership to optimize patient scheduling processes and improve efficiency and access to care.
• Contribute to a positive, team-oriented environment that encourages learning, collaboration, and high-quality patient service.

• Supervisor or leadership experience in a healthcare setting, overseeing staff in a patient-facing or clinical support environment.
• Call center experience, preferably in a healthcare or medical setting with high call volumes.
• Proficiency with electronic medical record (EMR) systems and patient scheduling workflows.
• Strong patient scheduling skills, including managing complex provider schedules and appointment templates.
• Knowledge of medical terminology sufficient to accurately schedule and route patients to appropriate services.
• Customer service skills with the ability to handle patient inquiries professionally and empathetically.
• Supervisory skills, including coaching, performance management, and conducting one-on-one meetings.
• Experience in administrative support within a healthcare environment.
• Familiarity with front desk operations and processes in a medical office or clinic.
• Ability to use reporting tools and dashboards to track metrics and identify trends in call center performance.

• Experience working within an orthopedic or specialty care network is beneficial.
• Demonstrated ability to collaborate with leadership to improve workflows and operational efficiency.
• Strong analytical skills to interpret call center metrics and translate insights into actionable improvements.
• Excellent communication skills, both verbal and written, for interacting with patients, staff, and leadership.
• Ability to work in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
• Comfort with change and flexibility in adjusting schedules and processes based on operational needs.
• Interest in continuous learning; openness to guidance and teaching from providers and clinical staff.

This role is based within a large yet close-knit orthopedic network that operates seven local offices in New Jersey, offering a small-group feel within a broader organization of more than 80 employees across a variety of skill sets. The environment is collaborative and supportive, with providers who are eager to teach and share knowledge. The Patient Services Supervisor works standard daytime shifts, typically 8:00 a.m. to 4:00 p.m. or 9:00 a.m. to 5:00 p.m., with some flexibility to adjust based on call-outs or operational needs. The position is initially on-site, with flexibility to work from home up to two days per week once permanent and established. The call center and scheduling operations rely heavily on EMR systems, administrative scheduling tools, and performance dashboards, and the supervisor is expected to be comfortable working with these technologies throughout the day. The culture emphasizes strong team bonding, including yearly events and activities, and offers attractive permanent perks such as a 401(k) match and generous paid time off. Attire is consistent with a professional medical office environment.

This is a Contract to Hire position based out of Hackettstown, NJ.

The pay range for this position is $25.00 - $30.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Hackettstown,NJ.

This position is anticipated to close on Sep 28, 2026.

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The company is an equal opportunity employer and will consider all applications withoutregard to race, sex, age, color, religion, national origin, veteran status, disability,sexual orientation, gender identity, genetic information or any characteristic protectedby law.

If you would like to request a reasonable accommodation, such as the modification oradjustment of the job application process or interviewing process due to a disability,please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in thecity and county of San Francisco, we will consider for employment qualified applicantswith arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as acondition of employment or continued employment. An employer who violates this lawshall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process,including sourcing, screening, and evaluating candidates. AI helps assess applicationsand qualifications, but final decisions are made by our hiring team. By applying, youacknowledge and agree that your application may be reviewed using AI tools.