Patient Care Support Lead

The Patient Care Support Lead is responsible for leading and managing a team of Patient Care Advocates who deliver high-quality inbound and outbound support services on behalf of healthcare provider clients. This role ensures operational excellence across scheduling, medical records coordination, patient messaging, insurance verification, and urgent triage workflows. The Supervisor acts as the primary point of accountability for team performance, quality assurance, and client satisfaction within a healthcare support environment.

Key Responsibilities

• Team Leadership & Performance Management Directly supervise a team of Patient Care Advocates, providing day-to-day guidance, workload distribution, and performance oversight. Conduct regular one-on-ones, monitor KPIs such as call resolution rates, schedule fill rates, and message response times, and deliver coaching to address performance gaps and reinforce best practices.
• Quality Assurance Monitor and audit inbound and outbound interactions to ensure compliance with client protocols, and established triage guidelines. Identify recurring quality issues and lead targeted training sessions to remediate them. Maintain call and message documentation standards across client systems.
• Triage & Escalation Oversight Serve as the escalation point for stat and urgent patient situations that exceed the scope of front-line agents. Ensure proper routing of clinical messages to Medical Assistants and clinical staff, and verify that time-sensitive situations are handled within defined SLA windows.
• Scheduling & Outreach Program Management Oversee outbound appointment confirmation campaigns and last-minute schedule gap filling initiatives, ensuring team productivity targets are met and client scheduling efficiency goals are achieved.
• Insurance Verification Coordination Monitor the team's insurance verification workload, ensuring that pre-visit information is obtained from insurers and patients within required timeframes. Identify bottlenecks and coordinate with clients to resolve recurring eligibility or information gaps.
• Client & Stakeholder Communication Serve as a daily operational contact for client representatives, providing updates on team performance, flagging service delivery concerns, and participating in periodic client review calls alongside account management leads.
• Onboarding & Training Support the onboarding of new team members by delivering role-specific training on client systems, workflows, medical terminology usage, and patient communication standards. Maintain updated training materials as protocols evolve.
  
  Required Skills & Experience

• Minimum 2 years of experience in a healthcare patient support, medical call center, or healthcare operations role, with at least 1 year in a lead or supervisory capacity.
• Demonstrated ability to manage and motivate remote or in-office teams in a fast-paced environment.
• Strong working knowledge of patient scheduling, medical records workflows, and insurance verification processes.
• Proficiency navigating EHR and practice management systems (e.g., Athena, Epic, or similar platforms).