Patient Care Coordination Supervisor

The Patient Care Coordination (PCC) Supervisor is responsible for overseeing the daily operations of BHC’s centralized call center, including both internal staff and outsourced vendor partners. This role ensures high-quality patient interactions, efficient call handling, and adherence to organizational standards, while driving performance against key metrics such as service levels, quality, and patient satisfaction. The PCC Supervisor plays a critical role in coaching team members, managing vendor performance, and ensuring consistent execution of workflows that support patient access, scheduling, and referral coordination.

What you will do:

• Maintain a high standard for productivity, quality, and patient experience, ensuring all service levels are consistently met
• Supervise PCC team members and oversee daily call center operations across internal and outsourced teams
• Monitor internal and vendor call queues to ensure adherence to company policies, procedures, and quality standards
• Oversee third-party (3PL) call center vendor performance, including staffing, training, and KPI adherence
• Identify and address performance gaps across internal staff and vendors, implementing corrective action plans as needed
• Conduct regular coaching, performance reviews, and development planning for PCC staff
• Participate in hiring, onboarding, and training of new team members
• Monitor call center metrics including service level, call quality, productivity, and patient satisfaction
• Prepare call center performance reports by collecting, analyzing, and summarizing data trends
• Communicate job expectations and enforce policies and procedures
• Address and resolve escalated patient concerns and service issues in a timely and professional manner
• Partner with leadership to improve workflows, patient access, and operational efficiency
• Conduct needs assessments, capacity planning, and contribute to strategic planning initiatives
• Monitor attendance, adherence, and overall team performance
• Collaborate with IT and operations teams on system enhancements (phone systems, EHR/EMR, ticketing systems)
• Ensure compliance with HIPAA and organizational policies
• Assumes other responsibilities as appropriate to the position and organizational needs
  
  

Qualifications:

• Bachelor’s degree required and/or 2 years of leadership experience
• Minimum of 6 months of supervisory experience managing multiple direct reports
• Previous experience working in a medical setting and experience with EMR/EHR systems
• Bilingual in Spanish preferred
• Excellent communication skills.
• Strong interpersonal, written, and verbal communication skills with strong analytical and problem-solving skills.
• Proficient in Microsoft Office Suite applications, including Outlook, Word, Excel, Access, and PowerPoint
  
  

Compensation Range:  

$60,000 to $70,000 Annually

All compensation ranges are posted based on internal equity, job requirements, experience, and geographical locations.

Why You'll Love Working Here:

• Amazing work/life balance
• Generous Medical, Dental, Vision, and Prescription benefits (PPO & HMO)
• 401(K) Plan with Employer Matching
• License & Tuition Reimbursements
• Paid Time Off
• Holiday Pay & Floating Holiday
• Employee Perks and Discount Programs
• Supportive environment to help you grow and succeed
  
  

Boomerang Healthcare (BHC) is a multidisciplinary and comprehensive team of experienced, committed healthcare providers that treat pain. Our team of doctors approaches each patient with one goal in mind: to help patients return to normal daily activities. We work with our patients to identify the cause of their pain and create a personalized treatment plan, recognizing that no two patients are alike, and neither is their pain. Our providers create a comprehensive care plan, then monitor, manage and coordinate patient access to health services at BHC. 

Boomerang Healthcare strives to be a diverse workforce that reflects, at all job levels, the patients we serve. We are an equal opportunity employer. Boomerang Healthcare is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please contact us.

Monday-Friday, 8am-5pm

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