Supervisor, Patient Services (Healthcare Call Center Supervisor)

Join VillageMD as a Team Supervisor, Patient Services (Remote)

Join the frontlines of today's healthcare transformation

Why VillageMD? At VillageMD, we are looking for a Patient Services Supervisor to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we have partnered with many of today's best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we are looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

In this role, the Patient Services Supervisor will have responsibility for monitoring, coaching, and executing toward improvement of the overall team KPI’s as set forth by the Manager. The Patient Services Supervisor is responsible for supporting Patient Service Representatives and their respective Team Leads with the goal being constant improvement of soft skills call quality, operational processing accuracy, and efficiency for the team. This will be accomplished through management of Team Lead coaching, with final decision making with executional authority for all hiring, performance management, and accountability to the team Manager. The Supervisor will assist with call monitoring, data review, and both individual and group coaching sessions. The team Supervisor should have a natural desire to help others, and be able to coach in a patient, empathetic, and passionately communicative manner. This role is focused on ensuring that patients receive world-class customer service and accurate information by coaching, training, and supporting their teams in real time.

How you can make a difference

• Deliver on a commitment to make the team better through patience and understanding, providing knowledgeable and thoughtful feedback on how to exceed service expectations
• Motivate and drive positive culture
• Approve timecards and PTO (Paid Time Off) requests, including working with workforce management on team scheduling, vacation, and any leave situations
• Daily oversight of KPI’s and monthly reporting of KPIs (Key Performance Indicators) to Managers and senior leadership team (provides direction to Team Lead on identifying outliers)
• Identify and apply career advancement opportunities, including feedback on year-end review and merit discussions.
• Manage adherence to VillageMD policies and procedures
• Accountable for broad oversight on nights and weekends as needed
• Resolve escalations as needed
• Ultimate responsibility for hiring, promotion, and performance improvement plans
• Evaluate representative and Team Lead performance at team and individual level
• Communicate organizational and team needs to Manager
• Manage daily workflow, tasks, and projects for team
• Monitor calls to ensure we are providing world class service
• Confidently troubleshooting and investigate issues to answer questions or resolve complaints

Skills for success

• A “people-first” attitude and premier customer service DNA
• A genuine excitement to help people achieve excellence
• Self-motivated: energetic, self-starter; can work autonomously 
• Ability to put yourself in patients’ shoes and advocate for them when necessary
• Results oriented: bias for action; demonstrated track record of achievement; drive for attainment of superior outcomes 
• Adaptability: handles frequent or unexpected changes with a positive attitude
• Collaboration: ability to establish and maintain effective and working relationships with managers, team-members, and other customers
• Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions
• Confidentiality: complies with HIPAA confidentiality standards when accessing or communicating patient information
• Diversity: shows respect and sensitivity for cultural differences
• Humility: low ego; engenders trust; respectful
• Self-motivated: energetic self-starter, keen sense of ownership with personal accountability
• Teamwork: is open and objective to other’s views, gives and welcomes feedback, and contributes to positive team spirit

Experience to drive change

• High school graduate or GED
• Minimum of two (2) years' experience in a call center
• Minimum of one (1) year of leadership experience, direct or indirect
• Bilingual – English and Spanish, preferred

How you will thrive

In addition to competitive salaries, a 401k program with company match, bonus and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.

Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.

Our unique VillageMD culture – how inclusion and diversity make the difference

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Explore your future with VillageMD today.