Supervisor, Patient Access Regionalized Scheduling

Supervisor, Patient Access Regionalized Scheduling

The Supervisor, Patient Access Regionalized Scheduling oversees scheduling operations across a defined geographic area. This leader ensures consistent execution of scheduling workflows, template management, and a best-in-class patient experience. Supporting the Regional Manager, this role drives operational performance, coaching, and standardization across all clinics within the assigned district.

Essential Functions

Leadership & Team Management:

• Manage the hiring, staffing, training, scheduling, and performance of scheduling staff within the district.
• Conduct regular check-ins, performance evaluations, and skill development plans to lead, coach, and develop district scheduling teams.
• Cascade regional-level goals and ensure alignment with organizational KPIs.
• Foster a culture of accountability, collaboration, and patient-first service.

Operational Oversight:

• Oversee day-to-day scheduling operations, including appointment booking, template management, and adherence to standardized workflows across all clinics in the district.
• Ensure consistent execution of scripts, scheduling protocols, and documentation requirements.
• Monitor district compliance with scheduling accuracy, service level agreements, and productivity standards.
• Partner with regional leaders to support the resolution of operational gaps.
• Conduct regular call and scheduling audits to ensure performance standards are met.

Operational Contributions:

• Provide exception-based support during call surges or staffing issues.

Patient Experience & Satisfaction:

• Ensure all scheduling interactions reflect a patient-centered philosophy and deliver a warm, accurate, and proactive experience.
• Review patient complaints, delays, and feedback to drive improvements and close service gaps.
• Partner with clinic operations to remove obstacles impacting timely scheduling and patient readiness.
• Serve as an escalation point between patient and leaders to address complaints or concerns brought to the team's attention.

Process Improvement & Compliance:

• Track and report district KPIs including call volumes, wait times, scheduling completion rates, and template utilization.
• Utilize data to identify trends, workflow issues, and opportunities to increase efficiency and minimize delays.
• Support implementation of best practices originating from enterprise, division, or regional pilots.
• Ensure compliance with privacy regulations, payer requirements, and internal quality standards.

Collaboration & Reporting:

• Partner with clinic managers, regional access manager, regional clinical operations, and centralized access teams to ensure seamless coordination of scheduling activities.
• Serve as the primary operational link between scheduling staff and regional operations and access managers.

Training and Development:

• Deliver training, onboarding, and ongoing competency development for scheduling staff.
• Reinforce workflow standardization, documentation accuracy, and patient communication excellence.
• Identify skill gaps and collaborate with enterprise training teams when needed.
• Maintain updated documents for team reference and tools to support productivity and performance.

Strategic and Administrative Duties:

• Support district workforce planning, staffing models, and coverage for scheduling roles.
• Provide regular status updates, performance summaries, and improvement plans to the Regional Manager.
• Support local change management as new tools, processes, and technologies are deployed.

Qualifications & Pay Range

Schedule:

• Full Time: availability within 7am-7pm EST M-F

Compensation:

Pay Range: $23-25/hr (Any posted pay range considers multiple compensation factors including background, experience, and work location while also allowing for salary growth within the position)

Required Skills & Abilities:

• Strong working knowledge of scheduling protocols, template management, and call center workflows.
• Excellent interpersonal communication, analytical, and problem-solving skills.
• Experience with Epic or similar EMR platforms is strongly preferred.
• Medical office or call center supervisory experience preferred.

Required Credentials:

• Bachelor's degree in healthcare administration, Business, Finance, or related field (or equivalent experience)
• 2+ years of experience in patient access, scheduling operations, or outpatient healthcare operations.

Remote Requirements:

• Remote role requiring consistent attendance and schedule adherence.
• Constant use of computer systems, telephony platforms, and EMR software.
• Ability to sit for extended periods and perform repetitive tasks.

Competencies:

• Patient Focus: Creates a welcoming and supportive experience for every patient.
• Operational Accuracy: Ensures correct scheduling and documentation.
• Communication: Interacts clearly and professionally with patients and internal teams.
• Adaptability: Adjusts quickly to changes in schedules and workflow demands.
• Reliability: Maintains consistent attendance and task follow-through.

Company Overview

A Top Workplace

At PT Solutions, we're more than colleagues; we're a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. From ongoing evidence-based clinical education to dedicated mentorship opportunities and an APTA-accredited Orthopedic Residency Program, we propel our clinicians toward excellence in physical therapy, occupational therapy, speech-language pathology, and athletic training.

PT Solutions has been named a 2026 USA Today Top Workplace for the fifth consecutive year, based entirely on employee feedback. We've also earned five Culture Excellence Awards for Innovation, Professional Development, Work-Life Flexibility, Appreciation, and Purpose & Values. This recognition reflects a culture built around supporting our people. It's not just what we do, but how we make people feel. Through human connection, intentional care, and being all in for one another, we create experiences that make a difference. Because together, we do great better.

Let's go further together and transform care. Join the #PTSLife today! To see what #PTSLife is like, visit Instagram, Facebook, and LinkedIn.

We are an equal opportunity employer and welcome all qualified candidates to apply!