Supervisor, Patient Support Services

The Supervisor, Patient Support Services manages the daily operations for a group providing services for patients, including scheduling, front desk, and release of information.

• Supervises Patient Resource Center Staff
• Monitors calls to assure Patient Access College goals are achieved
• Handles monthly observation on staff
• Manages time and attendance of staff
• Partners with Work Force Management and Quality Assurance to meet College wide goals
• Answers complaints and escalated calls
• Adheres to the agents time and attendance
• Attends Group Zoom Huddles with Clinical staff to update clinical staff of goals for the PRC agents, clinical concerns for PRC, (i.e. scheduling concerns, phone encounters, etc)
• Attends Group zoom meetings with Director and Manager to get updated information from the College, attendance, call outs, from the staff and agents; get feedback from Clinical changes/moves, Compliance concerns, etc.
• Handles observations, coaching, and training agents with errors, patients complaints and/or patients offering positive feedback for great patient care
• Coordinates team huddles with agents to update team on goals, review agents report cards, update team on clinical staff concerns etc.
• Reviews and Approve agents Time sheets/requests for sick time, vacation, etc.
• Monitors and coaching agents when monitoring calls
• Ensures agents are meeting the department and college goals
• Ensures agents are providing Patient care to our patients
• Observes that the agents are adhering to their schedules (i.e. lunches, breaks)
• Manages the daily operations for a group providing services for patients, including scheduling, front desk, and release of information.
• Creates and manages work schedules; monitors staffing levels to ensure appropriate coverage to meet patient needs.
• Assigns and reviews work to ensure quality standards are met; monitors productivity.

• High School diploma or GED.
• Four years of relevant experience.

• Bachelor’s degree
• Centralized Call Center experience
• Experience supervising 15 or more employees
• Epic or similar tool experience
• Medical Support Experience

Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.

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