Supervisor of Patient Solutions (ACCESS)

As Supervisor of Patient Solutions (ACCESS), you'll lead a non-clinical outreach team at the heart of patient engagement, shaping how patients connect with the care and resources they need.

Primary Duties

• Direct daily outbound and inbound workflows to ensure high-quality patient engagement, operational efficiency, and timely care management support.
• Monitor productivity, documentation accuracy, and escalation activity to consistently achieve team KPIs (e.g., enrollment, contact, conversion, and abandonment rates).
• Oversee inbound enrollment, onboarding, and care management queues. Manage complex operational escalations via cross-functional collaboration.
• Identify workflow bottlenecks, leverage data insights, and implement best practices to refine front-line execution and overall program quality.

• Lead, coach, and mentor a remote team of Outreach Specialists and Coordinators to cultivate high performance and accountability.
• Conduct regular 1:1 coaching sessions, formal performance reviews, and individual development planning aligned with organizational goals.
• Foster an inclusive, empathetic, and patient-centered culture focused on achieving team outcomes and sustaining employee engagement.
• Identify skill gaps and coordinate ongoing training programs to support continuous learning and process adherence.

• Partner closely with key stakeholders and medical practices to eliminate care barriers, optimize the patient journey, and resolve administrative escalations.
• Serve as an operational thought partner in testing, iterating, and scaling new workflows for the CMS ACCESS model and AI engagement platform.
• Represent the team in departmental meetings and communicate performance outcomes, operational risks, and workflow updates to leadership.
• Lead or support special operational initiatives as the program evolves.