Patient Center Supervisor

Shady Grove Fertility

New Patient Center Supervisor managing a remote team of New Patient Liaisons at US Fertility. Fostering patient growth and collaboration while overseeing operational excellence in a national network of fertility centers.

Posted 7/8/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $57,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop a remote team of New Patient Liaisons through regular feedback, performance management, and professional development
Drive new patient growth by optimizing inquiry conversion, scheduling opportunities, and patient retention across all fertility programs
Monitor team performance against key metrics, including speed to lead, conversion rates, show rates, service levels, and schedule-to-seen outcomes
Manage daily staffing, scheduling, and queue coverage to ensure timely response to patient inquiries and exceptional customer service
Train, mentor, and cross-train team members on fertility services, patient management systems, scheduling processes, and best practices
Partner with physicians and clinic teams to ensure patients are appropriately screened, prepared, and scheduled while proactively resolving issues and escalating complex cases
Conduct call reviews, calibration sessions, and coaching initiatives to strengthen communication skills, patient experience, and conversion performance
Monitor data accuracy and workflow quality across Salesforce, NextGen, and other patient management systems to support operational excellence
Lead team meetings, communicate organizational updates, and foster a collaborative, patient-centered culture focused on continuous improvement
Oversee payroll, time-off management, and other administrative responsibilities while ensuring seamless team operations and coverage

Requirements

What you’ll need

Bachelor’s degree preferred
Five years customer service experience with at least two-three years inside sales experience
Competency in active listening, team and relationship building, and ability to communicate with empathy
Ability to lead and manage a team of liaisons dedicated to providing exceptional customer care and excellent operational execution and follow through
Ability to communicate accurately and concisely
Excellent management, interpersonal and telephone skills
Ability to function in a self-directed manner, organize group work tasks and information efficiently, monitor quality/effectiveness, collaborate within and across teams and execute timely and accurate follow through
Working knowledge of healthcare services/fertility as well as computer knowledge including Microsoft office programs is a plus

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) with company match
Tuition assistance and professional development support
Performance-based bonus opportunities
Generous paid time off, paid holidays, and paid parental leave
Life and disability benefits
Fertility Discount Program
Employee wellness and recognition programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Performance ManagementInquiry Conversion OptimizationScheduling ProcessesData Accuracy MonitoringOperational Execution

Soft Skills

Active ListeningEmpathyInterpersonal SkillsCommunication SkillsCollaboration