Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Back to search results Previous job Next job
JOB DESCRIPTION
Employment Type:
Full time
Shift:
Day Shift Description:
Job Title:
Supervisor, Patient Navigation Employment Type:
Full-Time Shift :
Monday - Friday, Day shift
Location :
St. Mary Medical Center - Langhorne, PA Position Purpose The PNC Supervisor provides administrative and staff oversight as well as the daily operations of a centralized contact center serving the Medical Group. This role provides functional leadership, quality oversight, and subject matter expertise to ensure efficient patient access and high-quality service delivery. The Supervisor assists with real-time operational management, staff support, performance monitoring, and continuous improvement initiatives while ensuring compliance with organizational and regulatory standards. As a Supervisor, you will: Responsible for managing daily contact center operations, including call queue oversight and real-time workflow adjustments Provide escalation support for complex patient issues, scheduling challenges, and service recovery situations Monitor, in real time, key operational metrics such as calls in queue, wait times, abandonment rates and adjust as needed. Ensure adherence to standardized workflows for all tasks and update workflows when necessary. Coordinate with leadership to ensure appropriate staffing coverage Participates in and completes other duties as assigned. Support onboarding and ongoing training of new and existing staff Reinforce standardized workflows, scripting, and best practices Contribute to development and maintenance of training materials and job aids
Minimum Qualifications:
High School Diploma or equivalent is required Minimum of three to five years in healthcare scheduling, patient access, or contact center operations Demonstrated experience in scheduling, referrals, authorizations and insurance workflows Proficiency in Epic and billing systems Strong understanding of Medicare and Medicaid regulations Skilled in Microsoft Office, especially Excel Knowledge of contact center technology and function (eGain, Finesse, call flows, dashboards) Proven leadership and team development abilities Effective in strategic planning, execution, and change management High attention to detail with strong organizational and time management skills
Position Highlights and Benefits:
Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment. Work/Life balance with flexible schedules. Free onsite parking. Our mission and core values are what drive each member of Trinity Health to support each other, communicate openly and respectfully while embracing a culture that nurtures a healing, safe environment for all. Referral Rewards Program Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law. Apply Now
