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Patient Services Supervisor

R18967 Pawtucket, Rhode Island

Patient Services Operations Supervisor

Overview of Position
The Patient Services Supervisor position is responsible for planning, organizing, directing, and leading the Patient Scheduling Team. We schedule for some of the leading practices in the country and are often the first point of contact between the provider and their patients. Our agents are well versed in many specialties including Pediatrics, Cardiology, Rheumatology, Orthopedics, Internal Medicine, and the list goes on. We take extreme pride in providing the ultimate patient experience for the practices we serve.

What will be my duties and responsibilities in this job?

  • Management of contact center team of up to 20 Representatives.
  • Responsible for managing the scheduling and attendance of their team
  • Participates in staff recruiting process including interviews and screens applicants
  • Both leads and participates in meetings concerning department issues.
  • Handles personnel and disciplinary issues professionally
  • Resolves client issues and eccentricities as needed
  • Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met
  • Monitor all Real-Time and Intra-Day activities to ensure operational goals are met. Accurately track and manage contact center schedule adherence
  • Conduct analysis and recommend solutions to real time performance issues
  • Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met
  • Prepare daily/weekly/monthly and adhoc reports and distribute to Management
  • Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution

What are the requirements needed for this position?

  • Minimum of 5+ years management/supervisory experience in a contact center environment.
  • High School diploma or equivalent (Bachelor’s degree preferred)
  • Intermediate MS Office skills, strong Excel, and PowerPoint 

What other skills/experience would be helpful to have?

  • The candidate should be well versed in contact center operations and be familiar with standard operational procedures associated with a large volume of incoming calls
  • The candidate should have strong leadership skills along with excellent verbal and written communication skills 
  • Strong analytical and mathematical skills to collect and interpret data to solve problems.
  • Excellent knowledge of workforce management calculations, technologies and key performance indicators
  • Strong interpersonal skills and the ability to communicate with many different levels of employees
  • Ability to make sound decisions quickly in a fluid work environment
  • Ability to multi-task in a fast-paced environment
  • Healthcare/medical industry experience
  • Experience with revenue cycle management in a healthcare environment

What are the working conditions and physical requirements of this job?

General office demands, sitting for long periods, heavy phone usage

How much should I expect to travel?

Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information,  national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at and the supplemental information at

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Talent Acquisition Process


Visit our career site, create a profile, and submit your application. Make sure to observe the job description and see how your background can align to the requirements of the role.


Once you apply for a job opening, the Sourcing Specialist or Talent Adviser will review your resume ensuring your background matches the minimum job requirements. Selected candidates will be invited for a phone screen.


Steps will vary by team, but typically include: Talent Advisor phone screen, hiring manager interview, and a combination of technical screens and panel interviews.


If you're selected, you can expect the Talent Advisor to reach out with specific offer details. During this stage you will be provided with an electronic offer letter and other new hire documents.


Once you've received your offer letter, our onboarding team will get you ready for Week 1 and set you up for success! Onboarding tasks may include a background check, drug screening, and other job specific requirements.



Visit our career site, create a profile, and submit your application. Make sure to observe the job description and see how your background can align to the requirements of the role.

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