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Patient Services Supervisor - Access Center

Texas Tech University

Lubbock, TX

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JOB DETAILS
SKILLS
Auditing, Budgeting, Call Centers, Call Monitoring, Clinical Medicine, Coaching, Community Support, Documentation, Federal Laws and Regulations, Financial Aid, Health Science, Healthcare, High School Diploma, Leadership, Maintain Compliance, Medical Record System, Metrics, Onboarding, Operations, Organizational Skills, Patient Care, Patient Education, People Management, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Quality Monitoring, Scripting (Scripting Languages), Security Policy, Statistical Reports, Statistics, Systems Maintenance, Team Lead/Manager, Time Management, Time Tracking, Training/Teaching, Workflow Analysis, Workforce Management
LOCATION
Lubbock, TX
POSTED
6 days ago

Major/Essential Functions

  • Oversee daily operations for assigned Access Center team(s), including scheduling, call handling, referral coordination, and related workflows.
  • Monitor and actively manage team-level KPIs such as call abandonment, speed-to-answer, schedule adherence, scheduling accuracy, and work queue performance.
  • Conduct real-time performance monitoring and make intraday staffing adjustments in coordination with Workforce Management or leadership.
  • Escalate operational barriers, workflow breakdowns, or capacity constraints to Access Center leadership in a timely manner.
  • Directly supervise frontline staff (e.g., Patient Service Representatives, Referral Coordinators, or Scheduling Specialists).
  • Provide ongoing coaching, call monitoring feedback, and structured performance evaluations.
  • Reinforce service standards, scripting, decision trees, and scheduling protocols to ensure consistency.
  • Support onboarding and training of new hires; identify skill gaps and partner with leadership on development plans.
  • Foster a culture of accountability, responsiveness, and service excellence within the team.
  • Conduct quality audits and monitor documentation accuracy to ensure compliance with policies and standards.
  • Promote first-call resolution and reduced repeat contacts through workflow adherence and coaching.
  • Address patient complaints or escalated service concerns within scope of authority.
  • Ensure standardized procedures are consistently followed across assigned team(s).
  • Identify workflow inefficiencies and propose practical improvements to Access Center leadership.
  • Support implementation of new tools, protocols, and system updates as directed.
  • Serve as a point of contact for clinic partners and internal stakeholders regarding operational questions or performance concerns related to assigned team(s).
  • Provide regular performance updates and trend summaries to Access Center leadership.


Grant Funded?

No

Pay Grade Minimum

15.64

Pay Basis

Hourly

Schedule Details

Mon-Fri 8-5

Work Location

Lubbock

Preferred Qualifications

  • Prior experience in a lead or supervisory capacity preferred.
  • Strong understanding of scheduling workflows, call center metrics, and EHR systems.
  • Experience in performance management, coach staff, and drive operational results


Department

SOM Admin Call Center Lbk

Required Attachments

Resume / CV

Job Type

Full Time

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website at https://app4.ttuhsc.edu/payplan.

Shift

Day

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.

Required Qualifications

High School diploma or equivalent, and five (5) years of experience.

Does this position work in a research laboratory?

No

Jeanne Clery Act

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. To view this report, visit the TTUHSC Clery Act website at https://www.ttuhsc.edu/compliance/clery-report.aspx.

Introduction

Nationally recognized as a Great College to Work For, TTUHSC provides much more than just a job! Enjoy excellent benefits, including paid leave, retirement plans, wellness programs, health insurance and so much more. Ready to start building a rewarding career in a positive environment where you can develop and thrive? Join us as we change the future of health care.

About TTUHSC

Texas Tech University Health Sciences Center is enriching the lives of others by educating students, providing excellent patient care, and advancing knowledge through innovative research. TTUHSC graduates more health care professionals than any other health care institution in the state, conferring 24.2% of all degrees and certificates awarded from health-related institutions in Texas. By providing comprehensive clinical services to more than 10 million individuals across 121 counties, TTUHSC is dedicated to advancing the health of people throughout Texas and beyond. This is where world-class education meets compassionate patient care – and we believe that our people are the reason for our institution’s lasting success and bright future.

Being part of the TTUHSC team means being part of an innovative and supportive community that empowers each individual to do their best work. Through our values-based culture, TTUHSC is committed to cultivating an exceptional workplace community with a positive culture that puts people first.


Benefits

TTUHSC is committed to creating an environment where our team members can do their best work, with programs and benefits to support head-to-toe well-being. Explore just a few of the advantages of being a TTUHSC team member:
  • Health Plans + Supplemental Coverage Options – Individual health insurance provided at no cost for full-time team members
  • Paid Time Off – Including holidays, vacation, sick leave and more
  • Retirement Plans
  • Wellness Programs
  • Certified Mother-Friendly Workplace
Additionally, TTUHSC invests in the success of our team members by providing opportunities for personal and professional growth, including lifelong learning programs, recognition programs, and health and wellness initiatives. Team members also enjoy a variety of other perks, such as special membership rates at local gyms and golf courses, access to state-of-the-art software and facilities, and discounts on travel, technology, entertainment and more.

Visa Information

TTUHSC, at its sole discretion, may initiate new H-1B I-129 visa petitions in accordance with the directive issued by Governor Abbott. Approval from the Texas Workforce Commission is required. On a limited, case-by-case basis, the institution may also sponsor eligible individuals for change-of-status or change-of-employer petitions for qualifying positions. TTUHSC will not pay the $100,000 fee, if applicable.

About the Company

T

Texas Tech University

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