Supervisor - Patient Support

The Supervisor, Patient Support is responsible for leading and developing an assigned Patient Support team while overseeing the day-to-day operations and performance of the function. This role ensures operational effectiveness, supports employee development, and delivers exceptional patient service throughout the customer journey.

The Supervisor provides leadership, coaching, performance management, and operational oversight to drive team engagement, accountability, and achievement of departmental goals. This position partners cross-functionally to resolve operational challenges, improve processes, support organizational initiatives, and ensure compliance with company policies and quality standards. The Supervisor also plays a key role in talent development, workforce planning, and building a high-performing team to support long-term organizational success.

Key Responsibilities:

• Provide day-to-day leadership, guidance, coaching, and development to an assigned Patient Support team to ensure operational effectiveness, employee engagement, and achievement of service expectations.
• Conduct regular coaching, performance discussions, evaluations, and 1:1 meetings to support employee development, accountability, and performance management.
• Accountable for achieving team performance goals related to service, quality, productivity, patient experience, and operational effectiveness through effective coaching, performance management, and leadership.
• Ensure appropriate staffing, scheduling, and workforce readiness to achieve team performance objectives and deliver consistent patient experience.
• Build and maintain a high-performing team through effective hiring, onboarding, development, performance management, talent assessment, and succession planning.
• Foster a culture of accountability, engagement, continuous improvement, and patient centered service while driving employee retention, development, and team effectiveness.
• Address patient concerns and complex escalations promptly while promoting a positive patient experience and high levels of customer satisfaction.
• Collaborate with cross-functional partners to resolve operational challenges, support departmental objectives, and drive organizational initiatives.
• Analyze operational metrics and identify process improvement opportunities; implement solutions that enhance efficiency, performance, and service delivery.
• Ensure accurate documentation and maintain departmental procedures, resources, and operational processes to support consistency, quality, and compliance.
• Maintain compliance with company policies, HIPAA requirements, quality standards, and all applicable regulatory requirements while performing other duties as assigned.

Qualifications

Required:

• Four or more years of experience in customer service, patient support, healthcare, medical device support, contact center operations, or a related field.
• Two or more years of supervisory or formal leadership experience.
• Demonstrated success leading employee performance, coaching, and team development.
• Experience managing customer or patient escalations and resolving complex situations.
• Experience utilizing conflict resolution, de-escalation, and problem-solving techniques.
• Experience using operational metrics and performance data to drive business decisions and improve results.

Preferred:

• Bachelor's degree or equivalent combination of education and relevant experience.
• Experience supporting medical devices, durable medical equipment (DME), or healthcare-related products.
• Experience leading teams in a performance-driven contact center environment with accountability for service level, productivity, quality, and patient satisfaction metrics.
• Experience leading teams through process improvements, organizational change, or operational transformations.