Supervisor of Patient Access Representatives (REMOTE)

Upward Health

  • Phoenix, AZ
  • Permanent
  • Full-time
  • 7 mins ago
Company Overview:Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs - everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals - because we know that health requires care for the whole person. It's no wonder 98% of patients report being fully satisfied with Upward Health!Job Title & Role Description:The Supervisor, Patient Access Representatives (SCO - PAR) is a key leadership role within the Centralized Operations Team. This individual supervises a remote team of Patient Access Representatives to ensure exceptional patient access services and operational excellence. The SCO - PAR will manage scheduling workflows, monitor service metrics, conduct training, and collaborate across departments to optimize patient engagement. This role is ideal for someone who thrives in a dynamic, mission-driven healthcare environment.Key Responsibilities
  • Directly supervise a team of Patient Access Representatives (PARs), ensuring day-to-day productivity and adherence to service standards.
  • Monitor individual and team performance using dashboards and metrics (e.g., call volume, service level agreements, abandonment rates).
  • Provide ongoing coaching, performance reviews, and development planning to support team growth and engagement.
  • Oversee the daily call and text message queues, managing task assignments to ensure timely response to patient communication needs.
  • Lead and monitor all scheduling and appointment confirmation tasks, ensuring they are completed accurately, in a timely manner, and in adherence to established processes.
  • Coordinate scheduling coverage for holidays, time off, and peak call periods.
  • Collaborate with internal stakeholders to troubleshoot scheduling barriers and implement process improvements.
  • Oversee onboarding and ongoing training of PARs in collaboration with Senior PARs.
  • Conduct regular quality audits of calls, scheduling documentation, and appointment workflows to ensure compliance with protocols.
  • Identify knowledge gaps and develop targeted coaching or training sessions to improve accuracy and service delivery.
  • Work closely with clinical teams and leadership to ensure seamless communication and coordination of care.
  • Represent the PAR team in operational meetings, providing feedback and insights on patient communication trends and support needs.
  • Support process improvements in patient access workflows, EMR usage, and patient engagement strategies.
  • Recommend and implement enhancements to training materials, call scripts, and scheduling metrics.
  • Perform other duties as assigned to support Centralized Operations and the mission of Upward Health.
Skills Required:
  • Minimum of 3- 5 years in a healthcare-related field supporting patient care or experience working in a call center setting
  • Minimum of 2 years supervisory experience
  • High school diploma or GED required; associate or bachelor's degree in healthcare preferred
  • Strong leadership, coaching, and team-building skills
  • Deep understanding of scheduling, call center operations, and EMR/CRM systems
  • Proficiency with Microsoft Office and EMRs (Athena preferred)
  • Strong organizational, communication, and analytical skills
  • Ability to work across time zones and manage a remote team
  • Cultural humility and ability to work with diverse groups
Key Behaviors:
  • Builds trust with team and cross-functional partners
  • Acts with urgency and accountability
  • Champions process improvements and innovation
  • Leads with empathy and professionalism
  • Embraces flexibility and continuous learning
  • Provides structured coaching and mentorship
Competencies:
  • Leadership: Guides a team and drives performance using coaching and metrics
  • Communication: Communicates clearly and compassionately across teams
  • Collaboration: Works cross-functionally with clinical and non-clinical teams
  • Scheduling Expertise: Manages and improves scheduling workflows and SLAs
  • Quality Assurance: Conducts audits and training to ensure process adherence
  • Technology Proficiency: Uses EMRs, CRMs, dashboards, and other digital tools
  • Problem Solving: Anticipates and resolves operational challenges
Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.PIddf99-2305

Upward Health