Patient Access Supervisor (Chesapeake Specialty Care)

About the role

This position oversees and manages front desk and call center operations across the practice, ensuring a high standard of patient experience, efficient scheduling workflows, and accurate registration processes while maintaining compliance with organizational policies and regulatory requirements. The Patient Access Supervisor provides direct leadership to Patient Service Representatives (PSRs) and call center staff, standardizing workflows across all practice sites. This is a fully onsite leadership role based at the Owings Mills location, with occasional travel to other locations as needed.

Responsibilities

• Leadership & Staff Supervision
  • Supervise, coach, and support front desk and call center staff across all locations.
  • Monitor staff performance, provide ongoing feedback, and conduct performance evaluations.
  • Assist with hiring, onboarding, training, and staff development.
  • Create and manage staff schedules to ensure appropriate coverage across all sites and call volumes.
• Front Desk Operations Oversight
  • Ensure accurate and efficient patient registration, check-in/check-out, and demographic verification processes.
  • Maintain high standards for patient-facing interactions and customer service.
  • Monitor wait times, patient flow, and front desk efficiency, implementing improvements as needed.
• Call Center Operations Oversight
  • Oversee inbound and outbound call handling, including appointment scheduling, patient inquiries, and message management.
  • Monitor call metrics such as response times, abandonment rates, and scheduling accuracy.
  • Ensure adherence to call handling protocols and scripting standards.

Requirements

• At least three (3) years of experience in a medical office, patient access, or healthcare operations role.
• At least one (1) year of supervisory or leadership experience preferred.
• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.

Pay

The base salary range for this position is between the low and high end of SCN's salary range. Exact salary will depend on factors such as geographic location, skills, work experience, market conditions, internal equity, responsibility factor, and education/training.

Benefits

University of Maryland Faculty Physician’s Inc. offers a total rewards package that supports employees' health, life, career, and retirement.