Supervisor, Patient Access

Lumexa Imaging is one of the country's largest providers of outpatient medical imaging. With over 5,000 team members and more than 185 outpatient imaging centers across 13 states, our team conducts more than 4 million outpatient studies annually. We are the partner of choice for health systems and radiologists, delivering best-in-class clinical excellence, operations, and state-of-the-art technology across our platform.The PACE (Patient Access Call Center of Excellence) Supervisor is responsible for supervising and mentoring the PACE Patient Access Representative and Team Leads. This position is critical to Lumexa Imaging; the PACE Supervisor ensures the representatives provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts customer retention and the profitability of the organization. Measures and provides appropriate performance feedback to assigned representatives and Team Leads.OperationsUtilizes all policies and processes with 100% complianceProvides floor and supervisor queue supportAccountable for representative's performance, affecting overall PACE Performance, Department KPIs and organizational objectivesOversight of productivity of individual representativesOversight of quality performance of individual representatives in partnership with QA teamSupervises and coaches' representatives on Lumexa Imaging processes, guidelines and metricsResponsible for the development of representatives through effective hiring, coaching, mentoring and performance feedbackFunctions as the point of contact to answer questions and provide support to representatives, guides representatives to use available resourcesMakes recommendations for continuous improvement based on proactive and reactive business needs, focusing on improved communication, customer and representative satisfactionMonitors the queue and tier escalation process and takes calls as needed to ensure calls get answered in a timely mannerHandles escalated calls from patients or referring physicians focusing on service recovery and provides adequate coaching to the representativesAdministers accurate and timely payroll functionsResponsible for compiling and analyzing pertinent reports and discussion logs in a timely mannerManages phone queues and representatives to meet optimal customer experience and KPI measuresPerform other duties and responsibilities, as assigned.ServiceExceeds customer service standardsMaintains patient confidentiality 100% of the timeMaintains productivity; ensures minimal downtimeTeam FocusEnsures adherence to PACE policies and proceduresForms strong working relationships within the team and treats each other with respectDevelops healthy working relationships, forming a partnership with other groups within the PACE or external functional departmentsInteracts with other departments to ensure an efficient and service-oriented operationParticipates in interviews to select the most qualified candidates for the PACE positionsAddresses any representative issues, documents, delivers corrective action and monitors behaviorCoaches on strengths, areas of opportunity and provides coaching regarding performance metrics and qualityConducts team meetings with assigned representativesConducts one on one meetings with assigned representatives to review overall performance, documents discussions and actions takenMinimum Qualifications:Education/Licensing/Certification: High school diploma or equivalent medical scheduling or customer service experienceAssociate/bachelor's degree preferred or equivalent combination of experience and educationExperience (years and type): Minimum 3-5 years call center experience preferredMinimum 3-5 years of call center supervisor experience preferredBilingual preferredKnowledge and Skills: Demonstrated organizational skillsExcellent verbal and telecommunication skills to communicate with patients, referral sources and staffAbility to work in fast-paced, high productivity environmentAbility to document accurately and conciselyAbility to maintain patient confidentialityThe ability to interact with staff at all levels in a fast-paced environment, typically under pressure, while remaining flexible yet focusedThe ability to communicate professionally through verbal and written communications to include personal brandingDemonstrated high level of confidentiality and professionalismDemonstrated outstanding service skills with both internal and external customersThe ability to effectively coach, mentor and motivate representativesThe ability to operate in an organized manner and demonstrate superior time managementThe ability to manage multiple projects; able to multitaskExhibits sound judgmentContact center software application knowledge and workforce management preferred#PACESJLumexa Imaging provides a competitive compensation program to attract, retain, and motivate a high-performance workforce. Lumexa Imaging is an equal opportunity employer.

Created: 2026-04-02