Supervisor, Patient Solutions (ACCESS), Remote

As Supervisor of Patient Solutions (ACCESS), you'll lead a non-clinical outreach team at the heart of patient engagement, shaping how patients connect with the care and resources they need. You'll oversee day-to-day outreach operations and EHR/platform administration while also stepping into higher-stakes work: guiding clinical triage, resolving data escalations, and partnering across teams to keep the program moving toward its strategic goals. It's a role that blends steady operational leadership with real influence over how patients experience care.

Candidates should be comfortable working remotely from anywhere within the US, across all US time zones.

Primary Duties

Performance Excellence

• Direct daily outbound and inbound workflows to ensure high-quality patient engagement, operational efficiency, and timely care management support.
• Monitor productivity, documentation accuracy, and escalation activity to consistently achieve team KPIs (e.g., enrollment, contact, conversion, and abandonment rates).
• Oversee inbound enrollment, onboarding, and care management queues. Manage complex operational escalations via cross-functional collaboration.
• Identify workflow bottlenecks, leverage data insights, and implement best practices to refine front-line execution and overall program quality.

People Leadership & Development

• Lead, coach, and mentor a remote team of Outreach Specialists and Coordinators to cultivate high performance and accountability.
• Conduct regular 1:1 coaching sessions, formal performance reviews, and individual development planning aligned with organizational goals.
• Foster an inclusive, empathetic, and patient-centered culture focused on achieving team outcomes and sustaining employee engagement.
• Identify skill gaps and coordinate ongoing training programs to support continuous learning and process adherence.

Strategic Collaboration & Innovation

• Partner closely with key stakeholders and medical practices to eliminate care barriers, optimize the patient journey, and resolve administrative escalations.
• Serve as an operational thought partner in testing, iterating, and scaling new workflows for the CMS ACCESS model and AI engagement platform.
• Represent the team in departmental meetings and communicate performance outcomes, operational risks, and workflow updates to leadership.
• Lead or support special operational initiatives as the program evolves.

Other duties as assigned

Minimum Qualifications:

• High School Diploma
• 3+ years of supervisory experience in patient outreach, customer service, or call center ops
• Strong verbal and written communication skills
• Experience with Call Center Platforms and telephony systems.
• Proven ability to thrive and adapt in a fast-paced environment as program scope evolves.
• Strong cross-functional collaboration skills, with a track record of translating team KPI data into actionable operational improvements.
• Flexibility to work shift schedules aligned with Eastern Standard Time (EST), including occasional evening and Saturday coverage as needed.

Preferred Qualifications:

• Bachelor’s degree in Healthcare, Business Administration or a related field.
• Experience with agentic AI platforms, AI-driven engagement tools, or integrating AI technology into patient care workflows.
• Experience using EHR platforms (athenaOne), intake/RPM tools, omnichannel communications, and core medical billing/CPT coding workflows.
• Familiarity with value-based care models, CMS Innovation Center programs, or chronic care management workflows.
• Experience supervising hybrid teams combining operational & clinical employees.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.