Outpatient Services Supervisor

Supports daily front desk and patient access operations within Ambulatory Business Services, ensuring a seamless and compassionate experience for patients and caregivers across outpatient settings. Provides direct oversight of Patient Service Coordinator teams and plays a critical role in maintaining service excellence, operational efficiency, and effective communication across centralized and clinic-based operations. Partners closely with clinical leaders, Access Operations, and business leadership to ensure high-quality front-line operations that support patient care delivery.

About the role

The University of Texas MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention. As part of UT MD Anderson, the Outpatient Services Supervisor contributes to an integrated care model that prioritizes patient-centered service, safety, and continuous improvement.

Responsibilities

• Patient Service Management
  • Model service excellence standards related to safety, courtesy, accountability, efficiency, and innovation
  • Communicate and reinforce service standards in partnership with centralized operations
  • Conduct daily observations of Patient Service Coordinators, provide feedback, and document performance
  • Round in patient areas, greet patients, and discuss service experiences
  • Monitor patient wait times, identify issues, and resolve service concerns daily
  • Ensure front desk, reception, and waiting areas are clean, professional, and welcoming
  • Set productivity and quality standards and monitor performance against established metrics
  • Ensure front desk procedures are documented, maintained, and followed
  • Anticipate patient and stakeholder needs and recommend service enhancements
  • Perform Patient Service Coordinator duties as needed, including scheduling and front desk support
• Human Resources Management
  • Recruit, orient, train, and supervise Patient Service Coordinator staff
  • Complete annual performance evaluations and provide ongoing coaching
  • Prepare justifications for incremental staffing positions
  • Assess staff competencies and develop annual training and competency plans
  • Document training completion and competency assessment results
  • Manage and approve scheduled time off in accordance with staffing guidelines
  • Develop and adjust staff schedules based on patient volume and operational needs
  • Monitor work queues, work lists, dashboards, and in-basket pools to ensure accuracy and timeliness
• Collaboration, Quality & Process Improvement
  • Evaluate patient schedules to ensure accurate, respectful, and efficient itineraries
  • Analyze reception and scheduling workflows to identify improvement opportunities
  • Use One Connect reports to enhance front desk and scheduling operations
  • Collaborate with clinical providers and interdepartmental teams to maintain service levels
  • Ensure compliance with patient data collection requirements, including MSPQ and patient photographs
  • Monitor patient safety practices, including arm band placement and medical record accuracy
  • Monitor co-pay collection rates for accuracy and completeness
  • Keep center leadership informed of emerging issues impacting care delivery
• Financial & Operational Oversight
  • Assist with template management for scheduling optimization
  • Supervise daily cash drawer closing and management of change funds
  • Run operational reports to support scheduling and front desk performance
  • Advise the Manager of Business Services on operational issues and trends
  • Participate in center-specific and organizational meetings as required
• Other duties as assigned

Requirements

• Education
  • Required: Bachelor's Degree
• Work Experience
  • Three years experience in a healthcare environment to include two years in a project coordination/lead/supervisory capacity
  • May substitute required education degree with additional years of equivalent experience on a one to one basis
  • Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience
  • Completion of both programs can be substituted for a maximum of two years of supervisory or management experience
• Other Requirements
  • Must pass pre-employment skills test as required and administered by Human Resources

Pay

Salary: Minimum $60,500 – Midpoint $75,500 – Maximum $90,500

Schedule

The typical work schedule is Monday – Friday, 8:00 am – 5:00 pm, with flexibility required based on business needs which may include weekends. This is a hybrid position; the first 6 months will be fully onsite during training. Hybrid work schedule is dependent on successful completion of competencies during the training period. This position may require traveling to various UT MD Anderson locations throughout the Houston area on a weekly basis.

Benefits

• Employer-paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance
• Accruals for PTO and Extended Illness Bank, plus paid holidays
• Wellness, childcare, and other leave options
• Tuition Assistance Program after six months of service
• Access to extensive wellness, fitness, and employee resource groups
• Defined-benefit pension through the Teachers Retirement System
• Voluntary retirement plans
• Employer-paid life and reduced salary protection programs