Title:  Patient Access Supervisor/Call Center Quality Assurance Supervisor

Division:  Ambulatory Operations
Schedule:  Monday - Friday 8:00 a.m. - 5:00 p.m.
Work Location:  McNair Campus, Houston, TX
Salary Range:  $50,251 - $65,329
FLSA Status:  Exempt
Requisition ID:  5918


The Patient Access Supervisor will manage the four areas that support the tele-communications platform and functions listed below. This individual will collaborate with Baylor Medicine department leaderships, stakeholders and patient access Directors and IT leadership team. The scope of this work will have a direct impact on how all calls to Baylor Medicine are handled which is over 1 million calls per year. This position will have direct supervision over 5 FTE and oversee work of the entire patient access team which consists of 180 employees. This position is to ensure that the capacity of IT services, patient access staffing, and the telephone infrastructure is able to deliver the agreed upon Baylor Medicine service level agreement in a cost effective and timely manner. This position will manage the Workforce, Quality Team and the Systems Analyst positions in addition to daily operations of our telephone platform to ensure alignment with departmental scheduling needs and organizational objectives. This individual will be responsible for understanding how to utilize Ring Central Nice in Contact tele-communications platform to oversee setting up of patient access staff productivity, quality reporting metrics, call center KPI reporting, scheduling team workforce skill sets, enrollment of new licenses and troubleshooting of any technological issues and patient access/scheduling workflow issues as well as ongoing process improvement.


  • Quality Assurance – requires understanding of platform QA build, various reporting metrics and report creation, data trouble shooting and validation.
  • Quality Management – requires understanding of utilization of QA build and reporting.
  • Workforce/Coordinator –requires understanding of workforce management technology in addition to operations.
  • Technical analyst – requires understanding of all technical aspects of telecommunications platform from set up, troubleshooting, reporting, updating and termination.

Job Duties

  • Monitors departmental budgets, regulatory compliance, departmental contracts and vendor relations. 
  • Assists with developing specific departmental goals, standards, and objectives which directly support the strategic plan and vision of the organization.
  • Manages staff relations including performance management, staff satisfaction, and conflict management. 
  • Assesses the quality of patient services delivered by the patient access team and clinic live answer team and coordinates patient services with staff, physicians, and other departments. 
  • Manages and oversees scheduling workflow creation to ensure processes are aligned with Baylor Medicine patient access standards.
  • Determines and justifies needs for systems/equipment/supplies purchases, monitors usage, and oversees proper working order and/or stock supplies.

Minimum Qualifications

  • Bachelor’s degree in a related field. Four years of relevant experience may substitute for degree requirement.
  • Three years of relevant experience.

Preferred Qualifications

  • Masters of Business Administration.  
  • Strong excel, reporting, BI reporting experience/knowledge preferred and strong analytical skills. 
  • Critical thinking skills, decisive judgment and the ability to work with minimal supervision.
  • Ablility to work in a fast-paced environment and take appropriate action.





Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.