[Hiring] Patient Access Operations Supervisor @Hummingbird Healthcare

Role Description

As the Patient Access Operations Supervisor at Hummingbird, you’ll oversee the daily operations of a frontline patient access team with a strong emphasis on real-time support, coaching, workflow adherence, and performance outcomes. You’ll directly support and develop frontline patient access specialists by reinforcing best practices, removing blockers, and helping the team consistently deliver a high-quality experience for patients and clinic partners.

This role leads a specialty team supporting pulmonary care alongside primary care. The day-to-day responsibilities mirror our other supervisor roles, with the added opportunity to learn pulmonary workflows and the nuances of partnering closely with clinic teams.

Most of your day will feel like a mix of monitoring dashboards, coaching in the moment, troubleshooting workflow and system issues, and partnering with cross-functional teams to implement updates. You’ll stay hands-on in Epic and CRM tools to support execution, and you’ll escalate patterns and trends to your manager to help improve performance and consistency at scale.

This role is for someone who leads from the floor, sets clear expectations, and builds trust with a mixed team of tenured and newer specialists through real-time support, steady follow-through, and a patient-first mindset.

What You’ll Do

• Monitor daily performance using dashboards and real-time metrics to protect service levels and workflow adherence.
• Stay hands-on in Epic, CRM, and internal support tools to remove blockers and drive system issues to resolution.
• Coach frontline specialists in real time on workflows, tone, and resolution strategies.
• Hold a team of tenured and newer specialists accountable to quality, compliance, and documentation standards.
• Serve as an escalation point for patient-facing issues, stepping in during peak times to maintain service continuity.
• Partner with Training, Quality, Knowledge Management, and WFM to roll out workflow updates and reinforce adoption.
• Build trusted relationships with clinic partners and share clear updates on performance, trends, and opportunities.
• Learn pulmonary workflows and clinic nuances to support a specialty team alongside primary care.
• Manage time, attendance, and PTO with WFM support, addressing schedule concerns proactively.
• Conduct regular 1:1s, deliver feedback, and support growth and performance for your direct reports.

Requirements

• 4+ years in a contact center, patient access, or similar operations role, or demonstrated readiness to step into a supervisory role.
• Experience as a team lead, interim supervisor, or contact center supervisor, including making real-time prioritization and staffing decisions and handling escalations during peak volume.
• A track record of coaching and developing frontline teammates, including delivering real-time feedback and reinforcing quality standards.
• Confidence holding a mixed team accountable, including tenured team members, with fairness and consistent follow-through.
• Strong documentation habits and operational discipline, including schedule adherence, escalation handling, and consistent completion of recurring tasks.
• Strong communication skills and the confidence to ask questions and flag issues in a fast-paced, high-volume environment.
• Comfort using dashboards and service metrics to identify trends, prioritize actions, and communicate updates clearly.
• Comfort learning and working across multiple systems, such as CRM and internal workflow platforms.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• 401(k).
• Parental leave.
• Career development support.
• And more.

Training

• Paid, structured onboarding, including Epic and supervisor-specific training, with ongoing coaching and support.