[Hiring] Supervisor, Patient Access – Regionalized Scheduling @PT Solutions

Role Description

The Supervisor, Patient Access – Regionalized Scheduling oversees scheduling operations across a defined geographic area. This leader ensures consistent execution of scheduling workflows, template management, and a best-in-class patient experience. Supporting the Regional Manager, this role drives operational performance, coaching, and standardization across all clinics within the assigned district.

Essential Functions

• Leadership & Team Management:
  • Manage the hiring, staffing, training, scheduling, and performance of scheduling staff within the district.
  • Conduct regular check-ins, performance evaluations, and skill development plans to lead, coach, and develop district scheduling teams.
  • Cascade regional-level goals and ensure alignment with organizational KPIs.
  • Foster a culture of accountability, collaboration, and patient-first service.
• Operational Oversight:
  • Oversee day-to-day scheduling operations, including appointment booking, template management, and adherence to standardized workflows across all clinics in the district.
  • Ensure consistent execution of scripts, scheduling protocols, and documentation requirements.
  • Monitor district compliance with scheduling accuracy, service level agreements, and productivity standards.
  • Partner with regional leaders to support the resolution of operational gaps.
  • Conduct regular call and scheduling audits to ensure performance standards are met.
• Operational Contributions:
  • Provide exception-based support during call surges or staffing issues.
• Patient Experience & Satisfaction:
  • Ensure all scheduling interactions reflect a patient-centered philosophy and deliver a warm, accurate, and proactive experience.
  • Review patient complaints, delays, and feedback to drive improvements and close service gaps.
  • Partner with clinic operations to remove obstacles impacting timely scheduling and patient readiness.
  • Serve as an escalation point between patient and leaders to address complaints or concerns brought to the team's attention.
• Process Improvement & Compliance:
  • Track and report district KPIs including call volumes, wait times, scheduling completion rates, and template utilization.
  • Utilize data to identify trends, workflow issues, and opportunities to increase efficiency and minimize delays.
  • Support implementation of best practices originating from enterprise, division, or regional pilots.
  • Ensure compliance with privacy regulations, payer requirements, and internal quality standards.
• Collaboration & Reporting:
  • Partner with clinic managers, regional access manager, regional clinical operations, and centralized access teams to ensure seamless coordination of scheduling activities.
  • Serve as the primary operational link between scheduling staff and regional operations and access managers.
• Training and Development:
  • Deliver training, onboarding, and ongoing competency development for scheduling staff.
  • Reinforce workflow standardization, documentation accuracy, and patient communication excellence.
  • Identify skill gaps and collaborate with enterprise training teams when needed.
  • Maintain updated documents for team reference and tools to support productivity and performance.
• Strategic and Administrative Duties:
  • Support district workforce planning, staffing models, and coverage for scheduling roles.
  • Provide regular status updates, performance summaries, and improvement plans to the Regional Manager.
  • Support local change management as new tools, processes, and technologies are deployed.

Qualifications

• Bachelor's degree in healthcare administration, Business, Finance, or related field (or equivalent experience).
• 2+ years of experience in patient access, scheduling operations, or outpatient healthcare operations.

Requirements

• Strong working knowledge of scheduling protocols, template management, and call center workflows.
• Excellent interpersonal communication, analytical, and problem-solving skills.
• Experience with Epic or similar EMR platforms is strongly preferred.
• Medical office or call center supervisory experience preferred.
• Remote role requiring consistent attendance and schedule adherence.
• Constant use of computer systems, telephony platforms, and EMR software.
• Ability to sit for extended periods and perform repetitive tasks.

Benefits

• Industry-leading professional development opportunities.
• Ongoing evidence-based clinical education.
• Dedicated mentorship opportunities.
• APTA-accredited Orthopedic Residency Program.

Company Description

At PT Solutions, we’re more than colleagues; we’re a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. PT Solutions has been named a 2026 USA Today Top Workplace for the fifth consecutive year, based entirely on employee feedback.