What are the responsibilities and job description for the Patient Advocacy Coordinator Supervisor position at Eon Health?

Job Description

Salary : $75,000 - $85,000 annually

Patient Advocacy Coordinator Supervisor

Work with the Industry Leader

Eon is the leader in Patient Capture and Management software, driving innovation in healthcare technology. Our Eon Patient Management (EPM) platform supports healthcare organizations by streamlining workflows and ensuring clinicians operate at the top of their licenses. Through scalable, pre-built applications and highly configurable, no-code integration processes, we empower healthcare enterprises to optimize patient identification and care pathway adherence.

As a market leader in incidental tracking and screening management, Eon leverages Artificial Intelligence and Machine Learning to assist healthcare organizations of all sizes, from individual hospitals to national-scale health systems.

Your Role as a Patient Advocacy Coordinator Supervisor

The Patient Advocacy Coordinator Supervisor provides leadership and operational oversight for the Patient Advocacy Coordinator (PAC) team. This role focuses on performance management, workflow optimization, and team development, ensuring PACs adhere to established communication protocols and data entry guidelines.

The PAC Supervisor ensures that patient and provider interactions are handled efficiently and consistently, while adhering to non-clinical, administrative protocols. The supervisor is responsible for maintaining team engagement, providing feedback, and driving process improvements within the Care Management department.

Key Responsibilities

Lead and manage the PAC team, ensuring operational efficiency and adherence to established workflows and scripts.
Oversee call quality and data accuracy, ensuring PACs follow standardized protocols and escalate clinical or complex inquiries to the appropriate internal or external parties.
Interview, onboard, and train new PAC team members, focusing on operational, administrative, and communication skills.
Monitor key performance indicators (KPIs), such as call volume, call abandonment rates, and patient adherence metrics.
Provide coaching and feedback to PACs through bi-weekly one-on-one meetings and daily work-in-progress sessions.
Develop and refine call scripts and workflows, ensuring they align with client-approved protocols and non-clinical operational standards.
Anticipate call escalations, stepping in to handle administrative or patient communication issues when required.
Ensure compliance with organizational policies, attendance guidelines, and established communication procedures.
Communicate team performance metrics and process improvements to senior management, ensuring transparency and continuous quality improvement.
Facilitate cross-departmental collaboration to enhance PAC workflows and improve overall Care Management efficiency.
Participate in departmental meetings and contribute to ongoing quality improvement initiatives.
Perform miscellaneous job-related duties as assigned by leadership

Knowledge & Skills

High School Diploma required; Associate Degree or higher preferred.

Minimum of three years of experience in a supervisory role within a healthcare or administrative environment (preferred).

Healthcare call center, medical office management, or patient navigation experience preferred.

Strong foundation in medical terminology (preferred but not required).

Proficiency in remote team management and ability to lead teams in virtual environments.

Demonstrated ability to motivate and engage team members, fostering a collaborative and positive work environment.

Exceptional communication, coaching, and conflict-resolution skills.

Proficiency in Apple MacBook and Google Suite.

Strong time management and organizational skills.

Ability to analyze performance data and drive process improvements based on measurable outcomes.

A high level of integrity, professionalism, and problem-solving skills.

Ability to handle stressful situations and manage tight deadlines while maintaining composure.

Ability to work independently in a remote setting with limited oversight

Clarifying the Scope of This Role :

The PAC Supervisor role is non-clinical and focuses on administrative oversight, process management, and team leadership.

This position does not involve direct patient care, clinical decision-making, or medical advice.

The supervisor ensures adherence to communication scripts and workflows, reinforcing established non-clinical protocols.

Escalation of clinical issues or unscripted inquiries to appropriate healthcare providers or internal teams is a standard practice.

Whats in It for You?

Eon is a dynamic, high-energy company where collaboration and innovation drive success. In addition to being part of a forward-thinking team, you will enjoy :

Competitive salary

Health and dental insurance

Generous paid time off, including sick leave, maternity / paternity leave, and bereavement leave

Professional development and career growth opportunities

A vibrant, inclusive workplace culture

Eon is proud to be an equal opportunity employer committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind and strive to create an environment where all team members can thrive.

remote work

Salary : $75,000 - $85,000

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