Supervisor of Patient Access Representatives (REMOTE)

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs - everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals - because we know that health requires care for the whole person. It's no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Supervisor, Patient Access Representatives (SCO - PAR) is a key leadership role within the Centralized Operations Team. This individual supervises a remote team of Patient Access Representatives to ensure exceptional patient access services and operational excellence. The SCO - PAR will manage scheduling workflows, monitor service metrics, conduct training, and collaborate across departments to optimize patient engagement. This role is ideal for someone who thrives in a dynamic, mission-driven healthcare environment.

Key Responsibilities

• Directly supervise a team of Patient Access Representatives (PARs), ensuring day-to-day productivity and adherence to service standards.
• Monitor individual and team performance using dashboards and metrics (e.g., call volume, service level agreements, abandonment rates).
• Provide ongoing coaching, performance reviews, and development planning to support team growth and engagement.
• Oversee the daily call and text message queues, managing task assignments to ensure timely response to patient communication needs.
• Lead and monitor all scheduling and appointment confirmation tasks, ensuring they are completed accurately, in a timely manner, and in adherence to established processes.
• Coordinate scheduling coverage for holidays, time off, and peak call periods.
• Collaborate with internal stakeholders to troubleshoot scheduling barriers and implement process improvements.
• Oversee onboarding and ongoing training of PARs in collaboration with Senior PARs.
• Conduct regular quality audits of calls, scheduling documentation, and appointment workflows to ensure compliance with protocols.
• Identify knowledge gaps and develop targeted coaching or training sessions to improve accuracy and service delivery.
• Work closely with clinical teams and leadership to ensure seamless communication and coordination of care.
• Represent the PAR team in operational meetings, providing feedback and insights on patient communication trends and support needs.
• Support process improvements in patient access workflows, EMR usage, and patient engagement strategies.
• Recommend and implement enhancements to training materials, call scripts, and scheduling metrics.
• Perform other duties as assigned to support Centralized Operations and the mission of Upward Health.

Skills Required:

• Minimum of 3- 5 years in a healthcare-related field supporting patient care or experience working in a call center setting
• Minimum of 2 years supervisory experience
• High school diploma or GED required; associate or bachelor's degree in healthcare preferred
• Strong leadership, coaching, and team-building skills
• Deep understanding of scheduling, call center operations, and EMR/CRM systems
• Proficiency with Microsoft Office and EMRs (Athena preferred)
• Strong organizational, communication, and analytical skills
• Ability to work across time zones and manage a remote team
• Cultural humility and ability to work with diverse groups
  
  

Key Behaviors:

• Builds trust with team and cross-functional partners
• Acts with urgency and accountability
• Champions process improvements and innovation
• Leads with empathy and professionalism
• Embraces flexibility and continuous learning
• Provides structured coaching and mentorship
  
  

Competencies:

• Leadership: Guides a team and drives performance using coaching and metrics
• Communication: Communicates clearly and compassionately across teams
• Collaboration: Works cross-functionally with clinical and non-clinical teams
• Scheduling Expertise: Manages and improves scheduling workflows and SLAs
• Quality Assurance: Conducts audits and training to ensure process adherence
• Technology Proficiency: Uses EMRs, CRMs, dashboards, and other digital tools
• Problem Solving: Anticipates and resolves operational challenges

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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