PATIENT SERVICES SUPERVISOR

LOCATION
DFW Metro Area | Onsite

COMPENSATION & EMPLOYMENT DETAILS
• $60,000–$80,000 annually
• Full-time
• Leadership role within a high-volume healthcare service environment
• Some travel may be required

ROLE OVERVIEW

A healthcare services organization is seeking an experienced Patient Services Supervisor to provide day-to-day leadership for a team supporting patients and members in a fast-paced service environment.

This position is responsible for team performance, employee coaching, service quality, staffing coverage, issue resolution, and consistent execution of established processes. The Patient Services Supervisor will work closely with employees and leadership to maintain strong service standards while identifying opportunities to improve team effectiveness and the overall customer experience.

The ideal candidate is a hands-on frontline leader who can build employee engagement, maintain accountability, and respond effectively to changing operational needs. This person should be comfortable coaching employees, reviewing performance results, addressing escalated concerns, and managing multiple priorities throughout the day.

KEY RESPONSIBILITIES

• Provide daily supervision and direction to an assigned patient or customer support team.

• Coach and develop frontline employees through regular feedback, performance discussions, and individualized support.

• Monitor team productivity, service quality, attendance, and other operational performance indicators.

• Coordinate daily staffing and workload coverage based on customer demand and business priorities.

• Review customer interactions and documentation to identify quality concerns and opportunities for improvement.

• Use performance trends and service feedback to determine where additional coaching, training, or process support may be needed.

• Support onboarding and training activities for new employees, including systems, workflows, procedures, and customer service expectations.

• Reinforce consistent standards for professionalism, documentation, productivity, attendance, and customer care.

• Step in on complex or elevated customer concerns and help drive issues toward appropriate resolution.

• Identify recurring problems affecting customers or employees and communicate potential solutions to leadership.

• Partner with internal teams to resolve service issues and improve coordination across departments.

• Support process improvements designed to increase efficiency, consistency, and service quality.

• Maintain accurate records related to employee coaching, attendance, performance, and development activities.

• Assist with schedule adjustments and staffing decisions when coverage needs change.

• Communicate team performance, staffing concerns, operational challenges, and improvement opportunities to management.

• Promote a positive team environment centered on accountability, communication, and dependable customer support.

• Handle sensitive employee, patient, and customer information with appropriate confidentiality.

REQUIRED QUALIFICATIONS

• Previous supervisory, team lead, or people-management experience within a customer service, healthcare, contact center, pharmacy, or similar service environment.

• Experience coaching, training, and developing frontline employees.

• Strong understanding of customer service operations, employee performance management, and quality expectations.

• Experience evaluating employee performance and providing practical, constructive feedback.

• Ability to manage staffing needs, workload changes, and competing priorities in a high-volume environment.

• Strong problem-solving skills and the ability to manage escalated customer situations professionally.

• Excellent written and verbal communication skills.

• Strong organization, follow-through, and time-management abilities.

• Ability to work independently and make sound day-to-day decisions.

• Ability to handle confidential information with professionalism and discretion.

• Proficiency with Microsoft Outlook, Excel, Word, and Teams.

• Experience with CRM platforms, customer service systems, phone technology, scheduling tools, or workforce-management applications.

• Ability to work onsite within the DFW metro area.

PREFERRED EXPERIENCE

• Bachelor’s degree in Business, Healthcare Administration, or a related field; equivalent professional experience may also be considered.

• Previous experience within healthcare services, pharmacy operations, benefits administration, or another regulated service environment.

• Pharmacy Technician certification or licensure, or the ability to obtain certification following hire.

• Experience supervising teams that support customers through multiple communication channels.

• Experience supporting teams across multiple functions or service areas.

• Familiarity with healthcare privacy and confidentiality requirements.

• Exposure to pharmacy, healthcare benefits, claims support, or related customer service operations.

WHAT WILL MAKE SOMEONE SUCCESSFUL

The strongest candidate will be a dependable and engaged leader who enjoys helping employees improve while maintaining consistent operational standards.

This person should be comfortable moving between coaching, staffing, performance management, customer concerns, and day-to-day service priorities.

Success in this role will require clear communication, sound judgment, strong follow-through, and the ability to create accountability while maintaining a supportive team environment.

The ideal candidate will be organized, responsive, self-directed, and capable of keeping employees focused and productive in a fast-moving service operation.