Job Details

Description

Supervisor, Patient Access✍️

📍 Full-Time | Jacksonville, FL – Location

Join the #1 Orthopedic Team in Northeast Florida!
Since 2001, Southeast Orthopedic Specialists has been the region’s trusted leader in orthopedic medicine—delivering five-star care those changes lives every day. As the largest private orthopedic practice in Northeast Florida, we proudly set the standard for excellence, trusted by thousands of patients each year. Our mission is simple: provide industry-leading care today while continuing to grow and shape the future of medicine for tomorrow.

Southeast Orthopedic Specialists is growing, and we’re looking for a Supervisor, Patient Access to lead and inspire our scheduling team. In this role, you’ll oversee call center operations, monitor performance metrics, coach and develop staff, handle escalated patient concerns, and ensure exceptional service while maintaining compliance with all policies and HIPAA regulations.

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🌟 What We Offer

Here’s a sneak peek of the awesome perks our Full-Time Team Members enjoy:
✅ Competitive health & welfare benefits+ HSA
✅ Monthly stipend for extra coverage
✅ 401(k) with company match 💸
✅ 24/7 Employee Assistance Program
✅ PTO, paid holidays, AND appreciation events 🎉
…plus, so much more!

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GENERAL SUMMARY

💼What You’ll Do

Lead and support the patient access/scheduling team to deliver outstanding service while ensuring efficient operations. Monitor phone queues, call metrics, and team performance. Provide coaching, feedback, and development plans to team members. Handle escalated patient calls, coordinate with Senior Leadership, and maintain department compliance with policies, procedures, and HIPAA regulations. Oversee special projects and ensure deadlines are met.

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🌟Essential Functions

• Monitor call queues to evaluate data on inbound calls, wait times, and abandonment rates; escalate issues as needed.
• Distribute workloads evenly among team members and monitor productivity.
• Conduct quality audits through silent call monitoring, y-jacking, and call recordings.
• Supervise, direct, and develop the scheduling team, providing frequent feedback and performance coaching.
• Assist with interviewing, hiring, and onboarding new team members.
• Manage performance metrics and communicate department results to Senior Leadership.
• Handle escalated calls regarding scheduling or paging issues.
• Ensure confidentiality of health records and adherence to HIPAA guidelines.
• Support company policies, participate in department meetings, and manage special project initiatives.

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✅What We’re Looking For

• Education: High school diploma/GED or equivalent working knowledge preferred.
• Experience: 1+ years in a supervisory or leadership role; call center experience preferred.
• Proven ability to motivate and lead a team with a positive attitude.
• Strong organizational skills, analytical and problem-solving capabilities.
• Knowledge of medical terminology, ICD/CPT codes, and scheduling processes in a clinical/medical practice.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to manage multiple projects simultaneously while maintaining professionalism and confidentiality.

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📨 Ready to join us?
Submit you application today!

Be part of a team that values excellence, teamwork, and your career growth. Let’s make a difference—together!

** This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as needs evolve. **

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