Patient Center Supervisor

Responsibilities

• Lead, coach, and develop a remote team of New Patient Liaisons through regular feedback, performance management, and professional development
• Drive new patient growth by optimizing inquiry conversion, scheduling opportunities, and patient retention across all fertility programs
• Monitor team performance against key metrics, including speed to lead, conversion rates, show rates, service levels, and schedule-to-seen outcomes
• Manage daily staffing, scheduling, and queue coverage to ensure timely response to patient inquiries and exceptional customer service
• Train, mentor, and cross-train team members on fertility services, patient management systems, scheduling processes, and best practices
• Partner with physicians and clinic teams to ensure patients are appropriately screened, prepared, and scheduled while proactively resolving issues and escalating complex cases
• Conduct call reviews, calibration sessions, and coaching initiatives to strengthen communication skills, patient experience, and conversion performance
• Monitor data accuracy and workflow quality across Salesforce, NextGen, and other patient management systems to support operational excellence
• Lead team meetings, communicate organizational updates, and foster a collaborative, patient-centered culture focused on continuous improvement
• Oversee payroll, time-off management, and other administrative responsibilities while ensuring seamless team operations and coverage

Qualifications

• Bachelor’s degree preferred
• Five years customer service experience with at least two-three years inside sales experience
• Competency in active listening, team and relationship building, and ability to communicate with empathy
• Ability to lead and manage a team of liaisons dedicated to providing exceptional customer care and excellent operational execution and follow through
• Ability to communicate accurately and concisely
• Excellent management, interpersonal and telephone skills
• Ability to function in a self-directed manner, organize group work tasks and information efficiently, monitor quality/effectiveness, collaborate within and across teams and execute timely and accurate follow through
• Working knowledge of healthcare services/fertility as well as computer knowledge including Microsoft office programs is a plus

ATS Optimization Keywords

• Hard Skills
  • Performance Management
  • Inquiry Conversion Optimization
  • Scheduling Processes
  • Data Accuracy Monitoring
  • Operational Execution
• Soft Skills
  • Active Listening
  • Empathy
  • Interpersonal Skills
  • Communication Skills
  • Team Building