Job Description

The Patient Access Supervisor is responsible for the oversight and day-to-day management of front desk and call center operations across the practice. This role ensures a high standard of patient experience, efficient scheduling workflows, and accurate registration processes while maintaining compliance with organizational policies and regulatory requirements.

The Patient Access Supervisor provides direct leadership to Patient Service Representatives (PSRs) and call center staff, ensuring consistency in service delivery, staff performance, and operational efficiency. This position is primarily based at the Owings Mills location, with responsibility for supporting and standardizing workflows across all practice sites.

This is a fully onsite leadership role that may require travel to other locations as needed.

Essential Duties and Responsibilities

Leadership & Staff Supervision

• Supervise, coach, and support front desk and call center staff across all locations

• Monitor staff performance, provide ongoing feedback, and conduct performance evaluations

• Assist with hiring, onboarding, training, and staff development

• Create and manage staff schedules to ensure appropriate coverage across all sites and call volumes

Front Desk Operations Oversight

• Ensure accurate and efficient patient registration, check-in/check-out, and demographic verification processes

• Maintain high standards for patient-facing interactions and customer service

• Monitor wait times, patient flow, and front desk efficiency, implementing improvements as needed

Call Center Operations Oversight

• Oversee inbound and outbound call handling, including appointment scheduling, patient inquiries, and message management

• Monitor call metrics such as response times, abandonment rates, and scheduling accuracy

• Ensure adherence to call handling protocols and scripting standards

Minimum Requirements

• At least three (3) years of experience in a medical office, patient access, or healthcare operations role

• At least one (1) year of supervisory or leadership experience preferred

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred

Total Rewards
The referenced base salary range represents the low and high end of SCN'S salary range for this position. Some candidates will not be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, internal equity, responsibility factor and span of control, education/training and other qualifications. University of Maryland Faculty Physician’s Inc. offers a total rewards package that supports our employees' health, life, career and retirement.