Ambulatory Care Administration Supervisor 1 – Patient Contact Center

About the Role

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position serves as office supervisor and functions under the direction of the Department Manager, to supervise a large group of employees and provide accountability for the day-to-day operations of the designated clinic location within the Specialty and/or Ancillary Services team of the Patient Contact Center.

Responsibilities

• Supervise a large group of employees, overseeing day-to-day operations of the clinic.
• Provide operational and administrative leadership for all levels of PSR staffing, supporting patient access and care coordination.
• Ensure daily operations comply with federal, state, local, and internal policies and regulations.
• Oversee daily call center operations, workforce management, quality and performance outcomes, and program planning.
• Partner closely with clinical care teams, case management, and hospital leadership to support efficient discharge processes, service excellence, and patient experience.
• Staff Supervision (50%): Oversee multi-functional teams, including hiring, training, performance evaluation, conflict resolution, and disciplinary action.
• Coordination of Daily Operations (25%): Prioritize, coordinate, and direct a variety of concurrent assignments effectively and efficiently.
• Computer System Operations (15%): Use EHRs, call center systems, and other computer applications for scheduling, template maintenance, demographic and insurance information, and financial transactions.
• Additional job functions (10%): Maintain logs and files, ensure compliance with medical records laws (e.g., HIPAA), handle insurance systems, and oversee office operations and policy development.

Requirements

• High school diploma/GED or equivalent experience.
• 3 years of experience in a healthcare call center, patient access, care coordination, or hospital operations.
• 1 year of supervisory or lead experience in an operational or administrative healthcare setting.
• Experience using electronic health records (EHRs) and call center systems.
• Demonstrated ability to work independently with little direction and make decisions reflecting supervisory responsibilities.
• Problem-solving skills to define issues, create solutions, and exercise delegated authority for resolution.
• Interpersonal skills to maintain effective working relationships, interact professionally with patients and the public, and respond to upset individuals.
• Ability to communicate effectively (orally and in writing) with all levels of staff, patients, and providers.
• Skills to interview applicants using effective screening techniques and knowledge of standard hiring protocols.
• Ability to evaluate employee performance objectively and constructively, provide training, and administer disciplinary action.
• Organizational skills to prioritize, coordinate, and direct concurrent assignments under pressure and frequent interruptions.
• Proficiency in computer applications, including email, spreadsheets, word processing, and medical office management systems.
• Typing, writing, and bookkeeping skills sufficient for accurate and timely input, correspondence, and financial record-keeping.
• Knowledge of medical office procedures, medical terminology, appointments, insurance verification, billing, and coding (ICD-9, CPT, HCPCS).
• Filing skills to maintain logs and files in alphabetical, chronological, and/or numerical order.
• Knowledge of healthcare regulations and compliance standards (e.g., HIPAA).
• Understanding of patient access workflows, hospital discharge processes, and industry process improvement methods.
• Administrative skills to oversee daily office operations, develop policies, and handle facility, equipment, and supply needs.

Preferred Qualifications

• Associate’s or Bachelor’s degree; relevant experience may be considered in lieu of a degree.
• 5 or more years of experience in healthcare operations or patient access services.
• 2+ years of people management experience, including coaching, performance management, and workforce scheduling.
• 2+ years in a service-focused contact center environment.
• Familiarity with quality improvement initiatives, operational metrics, and performance dashboards.

Pay

$2,743.20 - $4,896.80 biweekly.

Schedule

Full-time (100%), Monday through Friday, 8:00 AM – 5:00 PM. This position is 100% on-site.

Benefits

• High-quality, low-cost medical plans for you and your family.
• UC-paid dental and vision coverage for you and your family.
• Retirement plans, including pension and other retirement savings plans.
• Supplemental insurance: additional life, short/long-term disability, pet insurance, legal coverage, accident, critical illness, and hospital indemnity.
• Pregnancy and Parental Leave, Family & Medical Leave, Adoption Assistance, and Pay for Family Care and Bonding for eligible employees.
• Lactation Support Program and family care discounts.
• Employee Well-being resources and programming.
• On-site Employee Assistance Program with free mental health services.
• Paid holidays, vacation, and sick time as outlined in UC policies or collective bargaining agreements.
• Continuing Education allowance and Staff Education Reimbursement Program for eligible employees.
• Access to free professional development courses and learning opportunities.
• Public Service Loan Forgiveness (PSLF) Qualified Employer and Student Loan Debt Counseling Program.

Physical Demands

• Standing: Occasional, up to 3 hours.
• Walking: Occasional, up to 3 hours.
• Sitting: Frequent, 3 to 6 hours.
• Lifting/Carrying 0-25 lbs: Occasional, up to 3 hours.
• Pushing/Pulling 0-25 lbs: Occasional, up to 3 hours.
• Bending/Stooping: Occasional, up to 3 hours.
• Squatting/Kneeling: Occasional, up to 3 hours.
• Twisting: Occasional, up to 3 hours.
• Reaching overhead: Occasional, up to 3 hours.
• Keyboard use/repetitive motion: Frequent, 3 to 6 hours.

Mental Demands

• Sustained attention and concentration: Frequent, 3 to 6 hours.
• Complex problem solving/reasoning: Occasional, up to 3 hours.
• Ability to organize and prioritize: Frequent, 3 to 6 hours.
• Communication skills: Frequent, 3 to 6 hours.
• Numerical skills: Occasional, up to 3 hours.
• Constant interaction: Frequent, 3 to 6 hours.
• Customer/Patient Contact: Frequent, 3 to 6 hours.
• Multiple concurrent tasks: Frequent, 3 to 6 hours.