Supervisor, Patient Solutions (ACCESS)

Responsibilities:

• Direct daily outbound and inbound workflows to ensure high-quality patient engagement and operational efficiency.
• Monitor productivity, documentation accuracy, and escalation activity to achieve team KPIs.
• Oversee inbound enrollment, onboarding, and care management queues.

Leadership:

• Lead, coach, and mentor a remote team of Outreach Specialists and Coordinators.
• Conduct regular 1:1 coaching sessions, performance reviews, and individual development planning.
• Foster an inclusive, empathetic, and patient-centered culture.

Strategic Collaboration:

• Partner with stakeholders to eliminate care barriers and resolve administrative escalations.
• Serve as an operational thought partner in testing and scaling new workflows for the CMS ACCESS model and AI engagement platform.
• Represent the team in meetings and communicate performance outcomes to leadership.

Qualifications:

• High School Diploma and 3+ years of supervisory experience in patient outreach, customer service, or call center ops.
• Strong communication, collaboration, and data-driven improvement skills.
• Flexibility to work shifts aligned with EST, including occasional evenings and Saturdays.