Patient Support Operations Supervisor
Job Description:
Job Title: Patient Support Operations Supervisor
Company: RG Healthcare Solutions
Location: San Antonio, TX (Pending Contract Award)
Job Type: Full-Time
About Us: RG Healthcare Solutions is a trusted partner for healthcare facilities, specializing in providing essential patient support services that enhance operational efficiency and the overall patient experience. We are seeking an experienced and dedicated Supervisor to lead our Patient Support Associate / Hospital Porter team, pending contract award at a major medical center in San Antonio.
The Opportunity:
Are you a proven leader with a passion for ensuring exceptional patient experiences in a healthcare setting? We are looking for a Supervisor to guide, train, and manage our team of Patient Support Associates / Hospital Porters. You will play a critical role in overseeing the safe, efficient, and courteous movement of patients, visitors, and staff throughout the facility, ensuring they receive a warm welcome, clear guidance, and essential mobility assistance. This is a key leadership position focused on operational excellence and the highest standards of patient care and dignity.
What You'll Do (Key Responsibilities - Overseeing the Porter Role):
- Lead & Develop the Patient Support Team: Supervise, train, mentor, and motivate Patient Support Associates / Hospital Porters to achieve peak performance, foster teamwork, and drive continuous quality improvement.
- Drive Operational Excellence in Patient Support: Oversee daily operations for patient greeting, navigation, transport, and mobility assistance. Organize workflows and manage staff scheduling to ensure seamless service delivery across all facility areas.
- Ensure Exceptional Patient Experience: Serve as the ultimate point of contact for the quality of patient interactions. Ensure all team members provide a warm, friendly, and helpful first impression, clear information, and respectful assistance. Uphold patient rights and dignity in all aspects of the role.
- Expertise in Patient Transport & Support: Act as a subject matter expert on all functions of the Patient Support Associate / Hospital Porter role. This includes ensuring staff are proficient in:
- Safely transporting patients via wheelchair, guiding them, and operating other equipment.
- Assisting patients with entering/exiting vehicles and managing their personal medical equipment.
- Providing discharge assistance and support.
- Adhering to facility safety protocols, including fall prevention and emergency response procedures (CPR, First Aid).
- Maintaining necessary documentation.
- Manage Performance & Productivity: Monitor team productivity, provide constructive feedback and coaching, set performance goals, and implement strategies to reduce inefficiencies and improve patient turnaround times.
- Problem Resolution & Escalation: Receive and resolve patient and staff complaints, and serve as the escalation point for complex issues that arise within the portering services.
- Compliance & Policy Enforcement: Ensure strict adherence to all legal requirements, company policies, and facility procedures related to patient support, safety, and conduct (e.g., smoke-free environments). Oversee disciplinary actions as needed.
- Communication & Reporting: Maintain clear communication with leadership, provide daily staffing updates, and report on operational metrics (productivity, turnaround times, customer feedback) on a weekly, monthly, and annual basis.
- Resource Management: Assist in maintaining adequate equipment (wheelchairs, walkers, etc.) and supply levels for the Patient Support team.
- Collaboration: Foster positive relationships and clear communication with other departments (e.g., clinical staff, patient access, valet services) to ensure a cohesive and supportive patient journey.
What You'll Bring (Qualifications & Experience):
- Proven Leadership: Minimum of 3 years of supervisory experience, with a strong emphasis on leading teams in a healthcare or patient-facing service environment.
- Healthcare Operations Expertise: Experience managing patient transport, escort services, or similar patient support operations is highly desirable. (Preferred: Experience directly overseeing roles like Patient Support Associates or Hospital Porters).
- Medical Acumen: Understanding of healthcare environments, patient flow, and the importance of compassionate service. (Preferred: CNA, CMA, HHA certification or equivalent direct patient care support experience).
- Education: Associate Degree preferred.
- Certifications: CPR-BLS certification required.
- Core Skills:
- Proficiency in understanding and ensuring the correct operation of patient transport equipment and safety protocols.
- Fluent in English, with the ability to read, write, and communicate effectively.
- Exceptional interpersonal skills; ability to represent RG Healthcare Solutions positively, demonstrate caring and service-oriented behaviors, and effectively de-escalate emotionally charged situations.
- Strong judgment, ability to follow complex directions (oral and written), and excellent communication with patients, families, healthcare staff, and leadership.
- Basic math skills and familiarity with medical terminology.
- Eligibility:
- Must be at least 18 years of age.
- Must be a U.S. citizen or legal resident.
- Must be able to pass a background check and obtain necessary facility access credentials.
Why Join Our Team?
- Lead a Critical Function: Oversee a team directly impacting the patient experience in a healthcare setting.
- Meaningful Leadership Role: Guide professionals who provide essential support to individuals and families.
- Competitive Compensation & Benefits:
- Full-time position
- 401(k) with matching
- Health, Dental, and Vision Insurance
- Professional Growth: Opportunities for training and advancement within RG Healthcare Solutions.
- Supportive Environment: Be part of a dedicated team committed to excellence and compassionate care.
Apply Today to Lead Our Patient Support & Porter Operations!
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Retirement plan
- Vision insurance
Work Location: In person