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PMBC LLC logo
PMBC LLC

The financial strength of your practice is directly correlated to timely billing and account reimbursements.

Growth and Experience Supervisor

Growth MarketingGrowth MarketingFull TimeRemoteSeniorTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

California

Posted

36 days ago

Salary

$26 - $30 / hour

Seniority

Senior

High School2.5 yrs expEnglish

Job Description

Growth and Experience Supervisor

PMBC LLC

• Responsible for overseeing assigned teams within the Growth and Patient Experience department, including Referral Outreach Coordinators, Patient Care Coordinators, and Resupply Representatives • Lead daily operations to ensure consistent, high-quality patient engagement across all touchpoints, from initial referral through therapy adherence and resupply • Partner with the Growth and Patient Experience Manager and fellow Supervisors to optimize workflows across call center operations, scheduling, referral outreach, and resupply to improve patient access, experience, and conversion • Serve as backup support for the Growth and Patient Experience Manager and peer Supervisors as needed • Provides consistently excellent customer service to improve patient experiences, and to promote BetterNight as a world class health care organization • Identify and remove barriers impacting patient engagement, including delays, communication gaps, and process inefficiencies • Act as an escalation point for complex patient and provider issues, ensuring timely, service-focused resolution that preserves patient trust and satisfaction • Ensure consistent, empathetic, and solution-oriented communication across all interactions • Ensures that all patient inquiries from internal and external partners are answered in a timely and courteous manner • Support onboarding and provide ongoing coaching, training, and performance feedback to team members focused on communication quality, patient engagement, and conversion effectiveness • Maintain strong relationships with referring providers and strategic partners to support patient access and referral conversion • Support training and education for provider offices to improve documentation quality, patient readiness, and overall experience • Act as a point of contact for external partners, ensuring timely communication and issue resolution • Oversee staffing, scheduling, and workload distribution to ensure service levels support timely patient engagement and access to care • Ensure all patient, provider, and insurance inquiries are handled promptly, professionally, and with a focus on resolution and satisfaction • Maintain up-to-date knowledge of workflows, payer requirements, and referral processes to minimize delays and rework • Ensure all patient records and documentation are accurate, complete, and compliant with company policies and HIPAA regulations • Monitor documentation quality to support efficient processing and a seamless patient experience • Analyze performance data and patient feedback to identify trends impacting engagement, satisfaction, and conversion • Evaluate workflows and recommend process improvements to enhance efficiency and elevate the patient’s experience

Job Requirements

  • 2-5 years’ experience in supervising a team within a call center, a team of account managers or other related experience required.
  • Healthcare experience required
  • Strong commitment to patient care, friendly, helpful and caring nature is required.
  • Strong level of contracts and insurance knowledge is required.
  • Strong ability to compile, analyze and read data, write reports, and make recommendations for improvement.
  • Must be able to work standard business hours in Pacific Standard Time Zone (California time).
  • HS degree or equivalent required, AA or bachelor’s preferred.

Benefits

  • Medical
  • Dental
  • Vision
  • Sick
  • Holiday & Vacation time off

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