• Lead, coach, and develop a remote team of New Patient Liaisons through regular feedback, performance management, and professional development • Drive new patient growth by optimizing inquiry conversion, scheduling opportunities, and patient retention across all fertility programs • Monitor team performance against key metrics, including speed to lead, conversion rates, show rates, service levels, and schedule-to-seen outcomes • Manage daily staffing, scheduling, and queue coverage to ensure timely response to patient inquiries and exceptional customer service • Train, mentor, and cross-train team members on fertility services, patient management systems, scheduling processes, and best practices • Partner with physicians and clinic teams to ensure patients are appropriately screened, prepared, and scheduled while proactively resolving issues and escalating complex cases • Conduct call reviews, calibration sessions, and coaching initiatives to strengthen communication skills, patient experience, and conversion performance • Monitor data accuracy and workflow quality across Salesforce, NextGen, and other patient management systems to support operational excellence • Lead team meetings, communicate organizational updates, and foster a collaborative, patient-centered culture focused on continuous improvement • Oversee payroll, time-off management, and other administrative responsibilities while ensuring seamless team operations and coverage

• Supervise, coach, and develop Medicare Specialists and related support staff • Conduct regular one-on-one meetings, performance evaluations, and productivity reviews • Monitor staffing levels and distribute workloads to ensure timely and efficient order processing • Create and implement training plans focused on Medicare regulations and operational best practices • Oversee the review and processing of Medicare orders to ensure accuracy • Ensure all required documentation is obtained prior to order fulfillment • Review and resolve complex Medicare eligibility and documentation issues • Monitor order queues and workflow backlogs to ensure service level expectations • Maintain compliance with Medicare regulations and company policies • Conduct quality audits of completed orders and team workflows • Analyze trends related to denials and recommend corrective actions • Collaborate with cross-functional teams to support efficient order processing and reimbursement success

Role Description The Medical Staff Services Supervisor is responsible for leading the day-to-day operations of the Medical Staff Services department, to include ensuring that initial credentialing and reappointment activities are completed by team members in accordance with regulatory and accreditation standards, as well as the Orlando Health Bylaws, Policies and Procedures, Rules & Regulations. - Oversees medical staff credentialing and privileging processes, ensuring compliance with organizational and regulatory standards. - Coordinates Credentials, Medical Executive, and Quality Leadership Committee meetings and prepares recommendations for Board approval. - Supervises, mentors, and develops Medical Staff Services team members, including work assignments, coaching, hiring, and performance management. - Implements and monitors quality assurance measures to ensure accurate and timely credentialing and reappointment processing. - Collaborates with medical staff leadership, hospital administration, and the Credentialing Manager to improve processes and support strategic initiatives. - Evaluates departmental policies, leads process improvement efforts, and promotes technology to enhance operational efficiency. - Serves as a liaison to hospital committees and fosters exceptional customer service for physicians, applicants, and internal stakeholders. - Maintains strict attention to detail while ensuring compliance with organizational policies, attendance standards, and applicable regulations. Qualifications - Associate’s degree. A high school graduate or equivalent and two (2) years of directly related experience may substitute for the Associate’s degree (in addition to the requirements listed in the Experience section). - Two (2) years’ medical staff services experience, working with physicians, and/or coordination of high level committee meetings. - Proficiency in Microsoft Word, Excel, Internet and significant proficiency in credentialing data system skills necessary to maintain credentialing, meeting support activities, and reporting abilities relative to physician activity and statistics.

• Support a team by providing coaching, performance tracking, answering questions, and monitoring workflow • Perform supervisory responsibilities including identifying training needs and opportunities for development • Review and approve employee time records and manage overtime utilization • Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks • Participate in interviewing, selecting, and onboarding new employees