Supervisor, Patient Services

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

At VillageMD, we're looking for a Call Center Supervisor to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change. Individuals who have the confidence to lead but the humility to never stop learning.

In this role, the Call Center Supervisor will report to the Patient Access Center, Manager and partner with our Vendors and Market Leaders to:

• Assure reps are on-boarded, properly trained and prepped for the varied IB/OB calls. Equipping them with the skills necessary to properly engage with existing and prospective patients.
• Position is hyper focused on doing what is necessary to assure the team is functioning, operationally, at an expected high level, adjusting on the fly if necessary.
• Monitoring the queues, in real-time and jumping in if necessary, to help with calls.
• Ensure calls are handled efficiently, accurately, and in a timely manner.
• Be the point of escalation for resolving complaints or escalated calls.
• Train for efficiency across all technology platforms.
• Assure the team has access to the tools necessary to respond on the phones with confidence and so assure their success.
• Ensure staff follows scripts and adheres to Call Center policies and procedures while enforcing compliance in communication on …