Patient Engagement Center Supervisor


EyeCare Partners is currently seeking a Supervisor in our Patient Engagement Center to coach, motivate, evaluate, and inspire their team.  The supervisor should be available to all team members, have a positive attitude, create trust, be open-minded to new ideas, work independently on various assigned projects, and complete all projects in a timely manner. 

As a supervisor you will report directly to a manager but will need to work with different departments/supervisors to drive your particular team to success in all aspects of their responsibility.  Training, quality, patients, etc. are some tasks that the supervisor will have oversite with their team. 


  • Develop, motivate, evaluate and coach staff on work procedures, proper call handling, attendance, productivity and teamwork to deliver excellent Patient Care.
  • Maintains a visible presence and is available to team to answer questions, monitor calls and give ongoing feedback. Builds a cohesive team.
  • Assesses individual and team performance on a regular basis and provides timely feedback regarding developmental needs.
  • Develops and maintains strong collaborative relationships with staff and internal business partners.
  • Ensures regulatory compliance.
  • Attracts, selects and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Employee Retention and growth is key area of focus.
  • Drive and support overall departmental goal of Delivering World Class patient care, as measured by Quality Results, valuing our Patients Time, Providing exceptional patient care. Ownership in achieving Service Level and Shrink goals.

Daily Expectations

  • Consistently available on the floor coaching the agents on performance, addressing real time attendance, dress code and work flow/adherence issues.
  • Handle questions and issues that arise with patients and offices in an efficient and friendly manner.
  • Issue disciplinary action due to a team member in a timely manner.
  • Take appropriate measures to coach opportunities such as: (double bookings, Medicaid, DNC duplicate charts, incorrectly scheduled appointments, being available to support patients, excessive late and absences).
  • Answer phone calls, send Well ap messages and work billing emails during times of extremely high volume.
  • Identify process improvement opportunities which will improve the employee and patient experience
  • Be professional, respectful, and courteous to coworkers.
  • Comply with all company policies and procedures.
  • Dress appropriately and practice good hygiene.


Weekly Expectations

  • Weekly score card review of all team members.
  • Two hours of call taking each Monday as scheduled by manager.
  • Ensure documentation of all coaching sessions has been completed before the end of your last shift of the week.



  • Associates degree or equivalent experience.
  • 2+ years’ experience leading a team in a high-volume, fast-paced call center environment.
  • Embrace Change, use positive coaching, and be a role model of expectations to team
  • Teamwork, flexibility, reliability, and mentoring skills are required
  • Attention to detail, ability to prioritize work with excellent follow up skills required.
  • Pleasant, friendly, professional manner, customer service skills, excellent written and verbal communication skills with a high level of emotional intelligence.
  • Requires a positive attitude, ability to work independently or as part of a team, and have a genuine interest in coaching and developing people.
  • Experience working in a fast paced environment and ability to multitask is required
  • Demonstrated leadership and coaching skills
  • Treat all team members with respect. Always works with integrity.
  • Ability to maintain strict confidentiality.
  • Proven ability to take initiative with little direction from Manager.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and listen. Must be able to sit for an extended period of time.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

The job operates in a professional office environment.  The role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work:

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 6:30 a.m. to 7:00 p.m. Monday – Friday, and 7:00 am to 4:00 p.m. on Saturday’s. Must work 40 hours each week to maintain full time status.  Considering that this is an exempt position you might need to work other hours as needed.


EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.



Apply for this Job

* Required

When autocomplete results are available use up and down arrows to review
+ Add Another Education

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at EyeCare Partners are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.