Patient Access Operations Supervisor

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

Responsibilities

About the Role

Lead a frontline patient access team and keep day-to-day operations running smoothly.

As the Patient Access Operations Supervisor at Hummingbird, you’ll oversee the daily operations of a frontline patient access team with a strong emphasis on real-time support, coaching, workflow adherence, and performance outcomes. You’ll directly support and develop frontline patient access specialists by reinforcing best practices, removing blockers, and helping the team consistently deliver a high-quality experience for patients and clinic partners.

This role leads a specialty team supporting pulmonary care alongside primary care. The day-to-day responsibilities mirror our other supervisor roles, with the added opportunity to learn pulmonary workflows and the nuances of partnering closely with clinic teams.

Most of your day will feel like a mix of monitoring dashboards, coaching in the moment, troubleshooting workflow and system issues, and partnering with cross-functional teams to implement updates. You’ll stay hands-on in Epic and CRM tools to support execution, and you’ll escalate patterns and trends to your manager to help improve performance and consistency at scale.

This role is for someone who leads from the floor, sets clear expectations, and builds trust with a mixed team of tenured and newer specialists through real-time support, steady follow-through, and a patient-first mindset.

What You’ll Do

• Monitor daily performance using dashboards and real-time metrics to protect service levels and workflow adherence.

• Stay hands-on in Epic, CRM, and internal support tools to remove blockers and drive system issues to resolution.

• Coach frontline specialists in real time on workflows, tone, and resolution strategies.

• Hold a team of tenured and newer specialists accountable to quality, compliance, and documentation standards.

• Serve as an escalation point for patient-facing issues, stepping in during peak times to maintain service continuity.

• Partner with Training, Quality, Knowledge Management, and WFM to roll out workflow updates and reinforce adoption.

• Build trusted relationships with clinic partners and share clear updates on performance, trends, and opportunities.

• Learn pulmonary workflows and clinic nuances to support a specialty team alongside primary care.

• Manage time, attendance, and PTO with WFM support, addressing schedule concerns proactively.

• Conduct regular 1:1s, deliver feedback, and support growth and performance for your direct reports.

The Details

• Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

• Work Location: Remote. You must work from a location within the United States with consistent Internet service.

• Work Type: Full-time.

• Schedule: Weekdays, with coverage during our hours of operation. Our full hours of operation are 7:30am to 6:00pm ET, and this shift is likely to be 9:30am to 6:00pm ET. Occasional flexibility may be needed to support real-time operations and client needs.

• Compensation: Expected range is $29.00 to $35.00 per hour. Most new hires start between $29.00 and $32.00 per hour, depending on experience and internal equity.

• Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more.

• Training: Paid, structured onboarding, including Epic and supervisor-specific training, with ongoing coaching and support.

Required & Desired Skills

What You’ll Bring

• 4+ years in a contact center, patient access, or similar operations role, or demonstrated readiness to step into a supervisory role.

• Experience as a team lead, interim supervisor, or contact center supervisor, including making real-time prioritization and staffing decisions and handling escalations during peak volume.

• A track record of coaching and developing frontline teammates, including delivering real-time feedback and reinforcing quality standards.

• Confidence holding a mixed team accountable, including tenured team members, with fairness and consistent follow-through.

• Strong documentation habits and operational discipline, including schedule adherence, escalation handling, and consistent completion of recurring tasks.

• Strong communication skills and the confidence to ask questions and flag issues in a fast-paced, high-volume environment.

• Comfort using dashboards and service metrics to identify trends, prioritize actions, and communicate updates clearly.

• Comfort learning and working across multiple systems, such as CRM and internal workflow platforms.

Nice to Have

• Experience in a healthcare contact center or patient access setting.

• Familiarity with a clinical specialty such as pulmonary, or a demonstrated ability to learn new specialty workflows quickly.

• Experience using Epic.

What Helps You Shine

• Please note that we use both your resume and your written and oral communication throughout the hiring process to understand your fit for this role.

• Thoughtful, clear responses help us see your attention to detail, your professionalism, and your ability to communicate with care, all skills that are essential for success on our team.

Expectations for Focus & Presence

• To support patients and each other, this role requires your full attention during scheduled work hours. Our Outside Employment Policy doesn’t allow overlapping work or “job stacking,” so any outside work must happen fully outside your Hummingbird schedule.

• We’re a camera-ready team, and you’ll need to be on camera during training and when needed during the workday after training ends.

• We value connection, teamwork, and being present, which is what keeps our patients safe and our team supported. If that’s what you’re looking for, you’ll feel at home here. If you’re hoping to hold another job during the same hours, this job won’t be the best match.

Growth at Hummingbird

This role is a key step in our patient access leadership path. You’ll receive structured training, coaching, and feedback to build confidence and take on more complex work over time, whether that means deepening your expertise, expanding into new workflows, or growing into advanced or leadership roles. At Hummingbird, we believe good jobs should lead somewhere, and that starts here.

#LI-JF1

Please Note: The seniority level of this position may be adjusted during the recruitment process based on candidate skills and experience. 

A Note on Authentic Interviews

We believe the best hiring conversations are real ones. Notes are welcome, and jotting things down during the call is completely fine. What we ask is that you don’t use AI tools or similar assistance to generate your responses in real time. We’re genuinely trying to get to know you: how you think, how you communicate, and what you’ve experienced. That connection matters to us, and it’s hard to find when answers are scripted rather than interactive.

We’re a team that makes healthcare more human. We’d love to meet the person behind your application.

The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. 

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.