Job Title: Support Services Supervisor
Location: Advanced Women’s Care – Outpatient OB/GYN Office
Job Summary:
Advanced Women’s Care is seeking a proactive and experienced Support Services Supervisor to oversee the operational performance of key non-clinical support services, including medical records, all inbound calls and other patient-facing support functions. This role ensures seamless coordination across administrative workflows that directly impact patient experience, provider efficiency, and regulatory compliance.
Key Responsibilities:
Team Leadership & Oversight
- Supervise, train, and mentor staff responsible for medical records, front-desk support, and inbound calls not routed through central scheduling.
- Promote a collaborative environment focused on patient satisfaction, timeliness, and quality service delivery.
Medical Records Management
- Oversee the secure handling, release, and retrieval of patient medical records in compliance with HIPAA regulations.
- Monitor turnaround times, ensure accuracy, and coordinate closely with providers, clinical staff, and external entities requesting documentation.
Inbound Call Supervision
- Manage team(s) responsible for handling practice-level inbound calls that fall both inside and outside the central call routing, including clinical callbacks, specialty scheduling, and patient follow-up.
- Ensure inquiries are triaged correctly and addressed promptly to support efficient patient flow.
Support Service Operations
- Develop workflows and accountability structures for additional support service functions such as records requests, portal messaging support, and scheduling exceptions.
- Standardize processes across sites to minimize errors and variability.
Quality Assurance & Performance Metrics
- Monitor key performance indicators such as turnaround times, call resolution rates, and documentation accuracy.
- Conduct audits, provide coaching, and implement process improvements.
Scheduling & Coverage
- Create and manage coverage plans to ensure all support service areas are appropriately staffed during business hours, including high-demand periods.
Issue Resolution
- Address and resolve escalated patient or staff concerns related to support services, collaborating with clinical and administrative leaders as needed.
Reporting & Communication
- Generate weekly/monthly performance summaries and participate in operational meetings.
- Provide updates and recommendations for ongoing optimization of support services.
Qualifications:
- High school diploma or equivalent required; Associate’s or Bachelor’s degree in healthcare administration, business operations, or related field preferred.
- 3+ years of experience in healthcare administrative operations, with at least 1 year in a supervisory or lead role.
- Strong knowledge of HIPAA, EMR systems (Athena or equivalent), and healthcare support workflows.
- Excellent communication, organizational, and problem-solving skills.
- Ability to manage competing priorities in a dynamic, fast-paced environment.
Benefits:
- Competitive salary and comprehensive benefits package
- Medical, dental, vision, and retirement plan
- Paid time off and continuing education opportunities
- Supportive team environment with room for professional growth
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Call center management: 2 years (Required)
- supervisory: 2 years (Required)
Ability to Commute:
- Mesa, AZ 85202 (Required)
Work Location: In person
