[Hiring] Patient Appointing Services Supervisor @International SOS Government Medical Services

Role Description

As a Patient Appointing Services (PAS) Supervisor, you'll oversee a healthcare contact center team supporting appointment scheduling, referral coordination, and administrative services for military healthcare beneficiaries.

• Lead daily operations: Oversee agent activities, distribute workloads, and manage assigned functions supporting patient scheduling, referrals, and healthcare administration.
• Manage team performance: Monitor call handling times, customer satisfaction, script adherence, and other performance indicators. Conduct evaluations, document employee performance, and provide coaching and feedback.
• Maintain quality and compliance: Monitor adherence to established procedures, service standards, organizational policies, and applicable healthcare regulations, including HIPAA.
• Improve operational workflows: Identify opportunities to strengthen processes, service quality, and team effectiveness while supporting departmental initiatives.
• Oversee reporting and administration: Compile monthly performance reports, review employee timekeeping records, and maintain documentation aligned with program requirements.
• Coordinate across teams: Collaborate with project management, organizational leadership, and external partners to address operational needs and support consistent service delivery.
• Support employee development: Provide training and mentoring, address personnel concerns, and foster an engaging, supportive work environment.

Qualifications

• High school diploma or GED equivalent.
• At least 3 years of management experience, including 2 years managing professional and administrative personnel.
• Experience working closely with senior personnel, government employees, and other contractors.
• Demonstrated ability to build effective teams, resolve personnel issues, and manage employee performance.
• Familiarity with performance management, quality control, accounting, and finance standards and practices.
• Proficiency in Microsoft 365, including Teams, Excel, and Outlook, with the ability to learn and navigate additional systems and technologies.
• Strong customer service, communication, critical thinking, problem-solving, and organizational skills, with attention to detail and accuracy.

Requirements

• Working knowledge of military healthcare processes and healthcare administration.
• Experience managing a fast-paced, high-volume call center.
• Experience with CXone, MHS GENESIS, or other call center software.

Benefits

• Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance.
• Additional benefits include a 401k plan, paid time off, and an annual bonus.
• International SOS Government Medical Services complies with all federal, state, and local minimum wage laws.