Who We Are 

At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together! 

The Role 

The Patient Service Coordinator (PSC) Supervisor is responsible for supervising daily operations and staff performance for Patient Service Coordinator teams supporting Retina services, Patient Documentation & Records, Prior Authorization, and Pharmacy Coordination functions. 

This role focuses on team supervision, workload management, quality assurance, and operational consistency to ensure timely patient access, accurate documentation, medication readiness, and a high standard of patient experience. 

Who You Are 

The PSC Supervisor partners closely with Patient Access leadership, clinical teams, revenue cycle, and operational stakeholders to support compliance with workflows, meet service-level expectations, and maintain continuity of care across all PSC-supported service lines. 

Teams Overseen 

• Retina Patient Service Coordinators 
• Patient Document Coordinators 
• Prior Authorization & Medication Coordinators 

Primary Responsibilities 

• Team Leadership & Oversight 
• Provide day-to-day supervision and support for PSC staff across assigned teams. 
• Monitor individual and team performance to ensure productivity, accuracy, and adherence to established workflows and service standards. 
• Address performance concerns through coaching, feedback, and corrective action in alignment with leadership guidance and HR policies. 
• Support onboarding, orientation, and ongoing training for new and existing staff. 
• Assist with scheduling, coverage planning, and workload balancing to ensure adequate staffing and timely task completion. 
• Foster a culture of accountability, collaboration, and patient-centered service. 

Operational & Workflow Management 

• Ensure standardized PSC workflows are followed consistently across all supported functions. 
• Supervise the timely and accurate completion of:  
• Prior authorizations for medications and procedures 
• Patient documentation intake and external medical record collection 
• Retina-specific scheduling and follow-up coordination 
• Monitor authorization and medication turnaround times and escalate delays as needed to prevent impact on patient care. 
• Collaborate with scheduling teams, Retina clinics, providers, and operational partners to support clinic flow and patient access. 
• Review daily task queues, work volumes, and performance metrics to ensure priorities are met. 
• Identify operational issues, trends, or workflow breakdowns and communicate recommendations to leadership. 

Escalation, Authorization & Medication Support 

Serve as a supervisory escalation point for:  

• Complex or delayed prior authorization issues 
• Denied authorizations requiring follow-up or additional documentation 
• Medication access or pharmacy coordination challenges 
• Time-sensitive Retina cases requiring cross-team coordination 
• Patient documentation or records-related concerns 
• Ensure escalated issues are documented, tracked, and resolved in accordance with organizational standards. 

Quality, Compliance & Accuracy 

• Conduct routine quality monitoring and audits of PSC work to ensure accuracy, completeness, and compliance with policies and payer requirements. 
• Reinforce documentation standards, HIPAA compliance, and patient privacy expectations. 
• Participate in performance reporting, metric reviews, and operational meetings as assigned. 

Collaboration & Communication 

• Serve as a liaison between PSC teams and leadership, providers, Retina staff, revenue cycle, referrals, scheduling, and billing teams. 
• Communicate workflow updates, policy changes, payer trends, and expectations clearly to PSC staff. 
• Participate in leadership meetings to report performance trends, challenges, and improvement opportunities as requested. 
• Foster a collaborative, supportive, and accountable team culture. 

Who You Are 

Performance/Skills Requirements: 

• 3–5 years of progressive experience in Patient Service Coordination, healthcare administration, or centralized call center operations 
• Minimum of 1 year of direct experience working within an Eyecare Practice 
• Prior authorization and payer processes 
• Outpatient Pharmacy coordination workflows 
• Medical documentation and records management 
• Call center operations and patient communication 
• Demonstrated leadership experience (formal or informal). 
• Strong organizational, critical thinking, and problem-solving skills. 
• Excellent verbal and written communication skills. 
• Proficiency with EMR systems (ModMed or similar preferred). 
• Ability to manage multiple priorities in a fast-paced, high-volume environment. 

Preferred Qualifications 

• Supervisory experience preferred 
• Experience in clinical ophthalmology or optometry practices (Retina experience strongly preferred). 
• Prior experience working closely with:  
• Pharmacy coordination teams 
• Specialty medication workflows 
• Clinical triage staff 
• Familiarity with insurance appeals and denial resolution. 
• Certification or background as an ophthalmic technician preferred. 
• Experience in a multi-specialty or centralized call center environment. 

Key Competencies 

• Leadership & accountability 
• Payer and medication workflow expertise 
• Escalation management & critical thinking 
• Process improvement orientation 
• Cross-functional collaboration 
• Patient-focused service excellence 

Additional Job Details: 

• Administrative and call center-based role. 
• This position is fully remote.  
• Compensation for this role will be $26-$32 an hour based on experience/certification. 
• Requires handling sensitive patient, insurance, and medication-related information. 
• High level of collaboration with clinical, revenue cycle, and operational teams. 

Our Growth Opportunities

At Panorama Eyecare, we care about our employee’s ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.

Our Employee Perks

• PTO Accruals Start at 3 Weeks
• Comprehensive Medical and Dental Insurance
• Company Paid Optical Allowance
• Company Paid Routine Eye Care
• Short Term and Long-Term Disability Insurances
• Educational Allowance
• Generous Paid Holiday Program
• 401K With Company Match

Join Our Team!

Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care, but also shape the future of our practices. Together, we are transforming the eyecare landscape. Our job postings are open for 30 days or until a qualified candidate is hired. Click "apply" now and let your passion for excellence and patient well-being shine!

EEOC

Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.