Call Center Supervisor

Urology of Virginia is dedicated to improving the lives of our patients through exceptional urological care and service. With a long history of serving Hampton Roads and northeastern North Carolina, our team of board-certified urologists and skilled healthcare professionals is committed to providing comprehensive, high-quality care in a compassionate and patient-focused environment.

The Lead Call Center Supervisor is responsible for overseeing the daily operations of the medical practice’s call center and serving as a key resource for the patient access team. This position provides day-to-day leadership, coaching, and support to call center representatives while ensuring patients receive timely, professional, compassionate, and accurate service.

The Call Center Lead helps maintain efficient scheduling and communication processes, monitors team performance, resolves escalated patient concerns, and works closely with clinical and administrative teams to support an exceptional patient experience.

• People First – Delivers exceptional customer service by putting patients first, approaching challenges with a problem-solving mindset, and consistently demonstrating professionalism, compassion, and respect for everyone
• Be Accountable – Consistently reliable and hard-working, demonstrating strong accountability and deep commitment to achieving responsibilities and goals
• We Before Me – Collaborative team player who steps in to help first and actively encourages teamwork to achieve shared goals
• Pursue Excellence – Expects, projects, and demonstrates excellence through consistent attention to detail in everything they do
• Communicate Well – Consistently delivers clear, concise, and professional communication across all interactions

• Provide daily direction, support, and guidance to call center representatives
• Serve as the first point of escalation for complex patient calls and service concerns
• Coach and mentor team members to improve performance, communication, and customer service skills
• Assist with onboarding and training new call center staff
• Monitor staff adherence to schedules, workflows, call-handling procedures, and practice policies
• Conduct regular quality reviews and provide constructive feedback
• Promote a positive, collaborative, patient-focused work environment

• Ensure patients receive courteous, professional, and empathetic service during every interaction
• Handle escalated calls involving scheduling concerns, complaints, or other patient needs
• Assist representatives with difficult or sensitive patient situations
• Ensure patient questions and messages are appropriately documented and routed to the correct department or clinical team
• Maintain a high standard of professionalism when communicating with patients, families, providers, and staff

• Oversee appointment scheduling, cancellations, referrals, and other patient access activities
• Help ensure accurate use of scheduling protocols and provider templates
• Monitor call volume, wait times, abandonment rates, service levels, and other key performance indicators
• Identify workflow issues and recommend process improvements
• Assist with staffing coverage and daily workload management
• Ensure telephone and electronic communication workflows are followed consistently
• Communicate with staff to help fill openings by prioritizing diagnoses on a day to day basis

• Ensure team members follow practice policies, procedures, and established call-handling standards
• Promote compliance with HIPAA and patient privacy requirements
• Ensure patient information is handled appropriately and…