Hybrid Patient Experience Supervisor en TGH Urgent Care powered by Fast Track

Description

Job Summary:

The Patient Engagement Supervisor leads patient experience efforts and supervises the daily operations of the customer service team. They ensure top-tier service, regulatory compliance, and foster a compassionate, responsive approach to all patient communications. The role includes serving as a hands-on support resource, answering incoming calls to maintain service standards.

Mission Statement:  To create exceptional patient experiences. 

One vacancy is open for this position. Position will stay open until successfully filled. 

Requirements

Key Responsibilities:

• Engage in training, supervising, and motivating Fast Track customer service representatives through their daily tasks and organizational goals
• Serve as a point of contact for escalated calls and assist frontline staff during high-volume periods
• Answer patient phone calls as needed to ensure prompt service in delivery of needed information
• Monitor and enforce service quality protocols aligned with patient care and satisfaction goals
• Coordinate cross-departmental communications to ensure seamless issue resolution
• Track metrics such as call response time, case resolution, and patient feedback
• Support implementation and usage of CRM systems, EMRs, and other communication platforms
• Track record of independently creating solutions that optimize productivity, increase output, and strengthen patient loyalty across healthcare teams.

Management Responsibility: 

• 4 Patient Experience Coordinators direct reports
• Managing CRM and Call queue platform 
• Reports directly to Director of Marketing and Business Development  

Education and Qualifications:

• High school diploma or equivalent, required
• 3–5 years of experience in customer service or call center management within a healthcare environment, required 
• Strong interpersonal and leadership skills, with proven ability to de-escalate and resolve concerns, required
• Knowledge of patient privacy standards and healthcare-specific communication protocols, required
• Comfortable handling inbound calls and multitasking in a fast-paced environment, required
• Familiarity with EMR and call management tools, required    
• Skilled in designing and implementing departmental key performance metrics and      trackable goals to monitor progress, optimize outcomes, and drive continuous improvement, required
• Associate/Bachelor’s degree or relevant certifications, preferred     
• Experienced in addressing service issues and implementing strategies to retain patients, preferred
• Background in staff coaching and performance development, preferred
• Bilingual or multilingual communication abilities a plus but not a requirement

Work Environment and Schedule:

• This job operates in a professional medical environment
• On-site position
• Work Schedule: Monday - Friday, 8am to 4pm, 40 hours/wk
• Consistent use of technology throughout shift to complete projects and tasks
• Frequent use of working on a computer to complete projects and tasks

This position is for the person who:

• Positive and insightful attitude, a smile felt through the phone
• Works with the intent and heart to ease critical conversations in identifying a solution  
• Comfortable deescalating and has application in diffusing tense conversations
• Fast paced thinking, quick to understand moving points and the impact of
• Independently motivated
• Someone who is driven by data and comfortable looking at various reports outlining data
• Sets goal and strives to exceed them

About the Organization:

Tampa General Hospital and Fast Track Urgent Care have partnered together to create unique clinics for patients to receive compassionate and knowledgeable treatment. Our Core Values and Mission focus on having a positive attitude, cultivating optimism, acting with compassion, and doing what is right. The company culture has a strong focus on patients and the quality of service provided. We’re here to serve the community and each other through teamwork, consistent communication, robust training, engaged development, and employee feedback. You’d be a great fit for TGH Urgent Care if you have a positive attitude, are team oriented, and are committed to providing exceptional service to the medical needs of our community.

As part of the hiring process: a background and drug screen will need to be successfully completed. Required certifications listed in job description will need to be provided at time of initial interview.