Job Description

Lead Call Center Supervisor

Urology of Virginia is dedicated to improving the lives of our patients through exceptional urological care and service. With a long history of serving Hampton Roads and northeastern North Carolina, our team of board-certified urologists and skilled healthcare professionals is committed to providing comprehensive, high-quality care in a compassionate and patient-focused environment.

Driven by our Core Values, we are committed to creating a culture of professionalism, teamwork, accountability, and excellence. Every team member contributes to exceptional patient experiences, strong teamwork, and high-quality care.

The Lead Call Center Supervisor is responsible for overseeing the daily operations of the medical practice's call center and serving as a key resource for the patient access team. This position provides day-to-day leadership, coaching, and support to call center representatives while ensuring patients receive timely, professional, compassionate, and accurate service.

The Call Center Lead helps maintain efficient scheduling and communication processes, monitors team performance, resolves escalated patient concerns, and works closely with clinical and administrative teams to support an exceptional patient experience.

Employee Core Values:

• People First Delivers exceptional customer service by putting patients first, approaching challenges with a problem-solving mindset, and consistently demonstrating professionalism, compassion, and respect for everyone
• Be Accountable Consistently reliable and hard-working, demonstrating strong accountability and deep commitment to achieving responsibilities and goals
• We Before Me Collaborative team player who steps in to help first and actively encourages teamwork to achieve shared goals
• Pursue Excellence Expects, projects, and demonstrates excellence through consistent attention to detail in everything they do
• Communicate Well Consistently delivers clear, concise, and professional communication across all interactions

Team Leadership & Supervision:

• Provide daily direction, support, and guidance to call center representatives
• Serve as the first point of escalation for complex patient calls and service concerns
• Coach and mentor team members to improve performance, communication, and customer service skills
• Assist with onboarding and training new call center staff
• Monitor staff adherence to schedules, workflows, call-handling procedures, and practice policies
• Conduct regular quality reviews and provide constructive feedback
• Promote a positive, collaborative, patient-focused work environment

Patient Communication & Service:

• Ensure patients receive courteous, professional, and empathetic service during every interaction
• Handle escalated calls involving scheduling concerns, complaints, or other patient needs
• Assist representatives with difficult or sensitive patient situations
• Ensure patient questions and messages are appropriately documented and routed to the correct department or clinical team
• Maintain a high standard of professionalism when communicating with patients, families, providers, and staff

Scheduling & Call Center Operations:

• Oversee appointment scheduling, cancellations, referrals, and other patient access activities
• Help ensure accurate use of scheduling protocols and provider templates
• Monitor call volume, wait times, abandonment rates, service levels, and other key performance indicators
• Identify workflow issues and recommend process improvements
• Assist with staffing coverage and daily workload management
• Ensure telephone and electronic communication workflows are followed consistently
• Communicate with staff to help fill openings by prioritizing diagnoses on a day to day basis

Quality, Compliance & Documentation:

• Ensure team members follow practice policies, procedures, and established call-handling standards
• Promote compliance with HIPAA and patient privacy requirements
• Ensure patient information is handled appropriately and confidentially
• Monitor documentation for accuracy, completeness, and professionalism
• Escalate clinical, safety, privacy, or compliance concerns to the appropriate leadership team
• Participate in quality improvement initiatives and operational audits as needed

Collaboration:

• Work closely with providers, nurses, medical assistants, front-desk staff, billing personnel, and practice leadership
• Communicate operational concerns and recurring patient issues to management
• Help develop and implement improved patient access processes
• Participate in staff meetings, training sessions, and practice initiatives
• Communicate effectively with the referral team daily to ensure all appointment slots are filled and patient scheduling operates at max capacity

Requirements:

• High school diploma or equivalent
• 24 years of experience in a medical practice, healthcare call center, patient access, scheduling, or customer service environment
• Strong knowledge of medical scheduling and patient communication workflows
• Familiarity with HIPAA and patient confidentiality requirements
• Strong problem-solving and conflict-resolution skills
• Excellent verbal and written communication skills
• Ability to remain calm, professional, and empathetic when handling challenging patient situations
• Strong organizational skills and attention to detail
• Ability to prioritize competing demands in a fast-paced healthcare environment

Preferred License/Experience/Skills:

• Associate or bachelor's degree in healthcare administration, business, or a related field
• Prior supervisory, lead, or team-coordination experience
• Experience with electronic health records (EHR/EMR) and telephone or call-center systems

Equal employment opportunity for all is a very important philosophy for our practice. We will evaluate all applicants and employees without regard to race, color, religion, national origin, sex, age, non-disqualifying disability, history of military service, genetic information, or any other status protected by law. This policy applies to all employment practices, including, but not limited to, recruitment, employment, assignments, promotions, reassignments or transfers, disciplinary matters, establishment of rates of pay or other compensation, and selection for training programs.

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