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Job Description
Patient Services Supervisor
44162BR
44162BR
Position Description
Supervises day-to-day activities for the PSS team, ensuring coverage and efficiency across the assigned functional unit. Monitors performance and productivity, provides coaching, and conducts employee evaluations. Manages employee timesheets and leave reporting. Coordinates with other teams to ensure consistent service standards. Trains other PSS team members.
Major/Essential Functions- Oversee daily operations for assigned Access Center team(s), including scheduling, call handling, referral coordination, and related workflows.
- Monitor and actively manage team-level KPIs such as call abandonment, speed-to-answer, schedule adherence, scheduling accuracy, and work queue performance.
- Conduct real-time performance monitoring and make intraday staffing adjustments in coordination with Workforce Management or leadership.
- Escalate operational barriers, workflow breakdowns, or capacity constraints to Access Center leadership in a timely manner.
- Directly supervise frontline staff (e.g., Patient Service Representatives, Referral Coordinators, or Scheduling Specialists).
- Provide ongoing coaching, call monitoring feedback, and structured performance evaluations.
- Reinforce service standards, scripting, decision trees, and scheduling protocols to ensure consistency.
- Support onboarding and training of new hires; identify skill gaps and partner with leadership on development plans.
- Foster a culture of accountability, responsiveness, and service excellence within the team.
- Conduct quality audits and monitor documentation accuracy to ensure compliance with policies and standards.
- Promote first-call resolution and reduced repeat contacts through workflow adherence and coaching.
- Address patient complaints or escalated service concerns within scope of authority.
- Ensure standardized procedures are consistently followed across assigned team(s).
- Identify workflow inefficiencies and propose practical improvements to Access Center leadership.
- Support implementation of new tools, protocols, and system updates as directed.
- Serve as a point of contact for clinic partners and internal stakeholders regarding operational questions or performance concerns related to assigned team(s).
- Provide regular performance updates and trend summaries to Access Center leadership.
Required Qualifications- Bachelor's degree or equivalent combination of education and experience.
- 3+ years of experience in patient access, ambulatory operations, call center operations, or related healthcare setting.
To apply, please visit: https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=25898&siteid=5283&PageType=JobDetails&jobid=910025
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. You can locate this report through our website at: https://www.ttuhsc.edu/emergency/clery-report.aspx.
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ABOUT THE COMPANY
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Texas Tech University Health Sciences Center
Show moreAbout Us
Nationally recognized for innovative programs, academic achievement, cutting-edge research and exceptional patient care, Texas Tech University Health Sciences Center aims to promote a greater health environment for West Texas and beyond. While our flagship campus resides proudly in Lubbock, Texas, TTUHSC operates five schools with campuses in Abilene, Amarillo, Dallas/Fort Worth, Lubbock and the Permian Basin (Midland & Odessa).
Like Texas itself, we are an independent and proud institution that is part of a larger union, the Texas Tech University System. As a university separate from Texas Tech University, we have been entrusted with a singular charge: to teach the next generation of doctors, nurses, pharmacists, researchers and health care professionals while simultaneously providing the people of West Texas with world-class patient care. We are both an institution of higher learning and a place where real people come for life-saving medical care.
Our Mission
As a comprehensive health sciences center, our mission is to enrich the lives of others by educating students to become collaborative health care professionals, providing excellent patient care, and advancing knowledge through innovative research.
Our Values & Culture
Through our values-based culture, TTUHSC is committed to cultivating an exceptional workplace community with a positive culture that puts people first. Our five values guide our actions and principles: Beyond Service, Kindhearted, Integrity, One Team, and Visionary.
Compensation & Benefits
We are proud to offer many exceptional employee benefits, including a generous compensation package with comprehensive benefits, medical and dental insurance, paid time off and substantial automatic retirement contributions. Additionally, we invest in employee success by providing many resources designed to support your personal and professional growth, including:
- Comprehensive Health Plans and Other Core Insurance
- State Retirement Programs and Pension Options
- Retiree Insurance for Lifetime Medical Benefits
- Continuing Education & Lifelong Learning Programs
- Tuition scholarships for employees and their dependents
- Leadership and Professional Development Programs
- Mental and Physical Wellness Programs
- Employee Recognition Programs and Longevity Pay
We are excited for you to consider joining our team at the Texas Tech University Health Sciences Center. Consistently ranked as a "Great College to Work For" by the Chronicle of Higher Education, TTUHSC provides so much more than just a job!
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