Outpatient Services Supervisor

Outpatient Services Supervisor

The Outpatient Services Supervisor role at The University of Texas MD Anderson Cancer Center supports daily front desk and patient access operations within Ambulatory Business Services, ensuring a seamless and compassionate experience for patients and caregivers across outpatient settings. The Outpatient Services Supervisor provides direct oversight of Patient Service Coordinator teams and plays a critical role in maintaining service excellence, operational efficiency, and effective communication across centralized and clinic-based operations.

The University of Texas MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention. As part of UT MD Anderson, the Outpatient Services Supervisor contributes to an integrated care model that prioritizes patient-centered service, safety, and continuous improvement. The Outpatient Services Supervisor partners closely with clinical leaders, Access Operations, and business leadership to ensure high-quality front-line operations that support patient care delivery.

The ideal candidate is an experienced healthcare operations professional with demonstrated leadership in ambulatory or outpatient business services, strong staff development and performance management skills, and a working knowledge of patient scheduling, front desk operations, and service recovery in a complex healthcare environment. Additionally, the ideal candidate will bring experience as a Patient Services Coordinator, demonstrate proficiency in building and editing templates within Epic, and possess proven leadership experience in a healthcare setting.

Position Information Salary: Minimum $60,500 - Midpoint $75,500 - Maximum $90,500 The typical work schedule is Monday – Friday, 8:00am–5:00pm, with flexibility required based on business needs which may include weekends. Work location: Houston, Tx. This is a hybrid position. First 6 months will be fully onsite during training. Hybrid work schedule is dependent on successful completion of competencies during training period.

Why Us? This role offers the opportunity to directly impact patient experience and operational excellence within one of the world's leading cancer centers. As an Outpatient Services Supervisor at UT MD Anderson, you will help shape front-line service delivery, mentor and develop staff, and contribute to continuous improvement efforts that support patients, caregivers, and providers while maintaining a healthy work-life balance and long-term career growth.

• Employer-paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance.
• Accruals for PTO and Extended Illness Bank, plus paid holidays, wellness, childcare, and other leave options.
• Tuition Assistance Program after six months of service and access to extensive wellness, fitness, and employee resource groups.
• Defined-benefit pension through the Teachers Retirement System, voluntary retirement plans, and employer-paid life and reduced salary protection programs.

Responsibilities

• Model service excellence standards related to safety, courtesy, accountability, efficiency, and innovation
• Communicate and reinforce service standards in partnership with centralized operations
• Conduct daily observations of Patient Service Coordinators, provide feedback, and document performance
• Round in patient areas, greet patients, and discuss service experiences
• Monitor patient wait times, identify issues, and resolve service concerns daily
• Ensure front desk, reception, and waiting areas are clean, professional, and welcoming
• Set productivity and quality standards and monitor performance against established metrics
• Ensure front desk procedures are documented, maintained, and followed
• Anticipate patient and stakeholder needs and recommend service enhancements
• Perform Patient Service Coordinator duties as needed, including scheduling and front desk support

• Recruit, orient, train, and supervise Patient Service Coordinator staff
• Complete annual performance evaluations and provide ongoing coaching
• Prepare justifications for incremental staffing positions
• Assess staff competencies and develop annual training and competency plans
• Document training completion and competency assessment results
• Manage and approve scheduled time off in accordance with staffing guidelines
• Develop and adjust staff schedules based on patient volume and operational needs
• Monitor work queues, work lists, dashboards, and in-basket pools to ensure accuracy and timeliness

• Evaluate patient schedules to ensure accurate, respectful, and efficient itineraries
• Analyze reception and scheduling workflows to identify improvement opportunities
• Use One Connect reports to enhance front desk and scheduling operations
• Collaborate with clinical providers and interdepartmental teams to maintain service levels
• Ensure compliance with patient data collection requirements, including MSPQ and patient photographs
• Monitor patient safety practices, including arm band placement and medical record accuracy
• Monitor co-pay collection rates for accuracy and completeness
• Keep center leadership informed of emerging issues impacting care delivery

• Assist with template management for scheduling optimization
• Supervise daily cash drawer closing and management of change funds
• Run operational reports to support scheduling and front desk performance
• Advise the Manager of Business Services on operational issues and trends
• Participate in center-specific and organizational meetings as required

Other duties as assigned.

EDUCATION

• Required: Bachelor's Degree

WORK EXPERIENCE

• Required: Three years Experience in a healthcare environment to include two years in a project coordination/lead/supervisory capacity.
• May substitute required education degree with additional years of equivalent experience on a one to one basis.
• Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience. Completion of both programs can be substituted for a maximum of two years of supervisory or management experience.

OTHER REQUIREMENTS: Must pass pre-employment skills test as required and administered by Human Resources. The University of Texas MD Anderson Cancer Center offers excellent benefits, including medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition. This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment. It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html