Supervisor, Patient Advocate - Mental Health
Job Description
Overview
The Supervisor, Patient Advocate leads and develops a high-performing, medium-sized team (typically 8–12 direct reports), with a strong focus on coaching, accountability, and engagement. This role ensures consistent, compassionate service to patients and providers while maintaining compliance with HIPAA requirements and proper handling of Protected Health Information (PHI). The Supervisor has deep knowledge of company products and complex processes/systems, drives team performance, supports workflow improvements, and manages escalations that require sound judgment, professionalism, and effective communication skills.
Responsibility
Each employee’s specific job responsibilities are uniquely defined by their individual training plan and assigned duties, but are generally defined as follows:
Manage daily workflow to ensure adequate coverage to consistently achieve service level and productivity goals, while cultivating a positive, coaching-focused environment that enhances overall team performance.
Provide regular feedback, conduct side-by-side reviews, and support team skill development through structured, ongoing coaching plans.
Partner with the training team to ensure the development and implementation of an effective team training program to reinforce expectations and develop staff competency.
Manage external customer escalations as well as internal cross-functional escalations and difficult cases requiring advanced communication skills, professionalism, and emotional intelligence. Implement team and department-wide improvements.
Participate in process improvement discussions and support the rollout and adoption of updated procedures or workflows
Hire, develop, and train qualified customer service employees.
Conduct routine quality audits to ensure accuracy, professionalism, and compliance with HIPAA and organizational standard operating procedures.
Use reporting and key performance metrics to set realistic team and individual goals, identify trends, performance opportunities, and workflow improvements, applying insights to strengthen team capabilities and service quality.
Interact with patients, clinicians, insurers, sales team and the Customer Service Manager/Director to ensure timely and accurate testing for patients.
Develop relationships cross-functionally and act as a liaison and/or business stakeholder for all other teams (including Revenue Cycle, Authorizations, EMR, Technology, Laboratory Operations, Project Management, and others).
Escalate systemic technical issues and partner with engineering on requirements, testing, and deployment
Responsible for the creation and updating of SOPs, escalation paths, and quality assurance frameworks.
Perform annual performance reviews of direct reports and take appropriate promotion or corrective action related to staff performance.
Participate in the Quality Assurance plan.
Complies with applicable CLIA and HIPAA regulations.
Qualifications
High school diploma or GED equivalent required; bachelor’s degree preferred.
3+ years of experience in healthcare, laboratory, life sciences, or customer service environments with at least 1 year of leadership, mentoring or periodic and/or temporary experiences leading teams.
Extremely versatile and passionate about driving a positive employee and customer experience.
Ability to prioritize tasks, assignments, and mentorship of team members. Demonstrates adaptability in fast-paced environment.
Demonstrated strong working knowledge of customer relationship management (CRM), telephony, training, Microsoft, Jira, and other commonly used applications. Quickly adapts to new software environments and leverages system capabilities to enhance customer experience and team productivity.
Familiarity with managing PHI and understanding HIPAA requirements.
Ability to interpret metrics, provide developmental feedback, and promote a collaborative, patient-centered team culture.
Dependable, detail-oriented, professional and able to build teams and motivate employees while working under pressure.
Effective communication and coaching skills, both verbal and written, with experience developing staff and supporting performance improvement. Ability to effectively tailor messages to different audiences.
Ability to adapt schedule as needed to meet business needs.
Travel as required.
Physical Requirements
Lifting Requirements –sedentary work or exerting up to 10 pounds of force occasionally. Physical Requirements –stationary positioning, moving, operating, ascending/descending, communicating, observing, pushing or pulling, and reaching. Use of equipment and tools necessary to perform essential job functions.
EEO
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
Ready to transform the future of patient care through the power of genetics?
For more than 30 years, Myriad Genetics has led the way in precision medicine by delivering important insights to help people make informed health decisions. As a leading molecular diagnostic testing and precision medicine company, we are dedicated to advancing health and well-being for all. Our innovative genetic tests are used across specialties including oncology, women’s health, and mental health, empowering clinicians to personalize treatment and help their patients take proactive steps toward better outcomes.
What inspires us – and you – is simple: Every test, every insight, and every patient story emphasizes our commitment to improving lives through science, innovation, and care. you’re ready to help shape the future of medicine. Your work will have meaningful impact, and your dedication can change lives. Learn more at https://www.myriad.com and follow Myriad Genetics on LinkedIn.
We are an equal opportunity employer and place high value on inclusion and belonging. We prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs. If you need assistance submitting your application due to a disability, you can request an accommodation by contacting [email protected].
Please answer all questions completely. Please do not provide any information not specifically requested on this Employment Application form. To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Myriad Genetics will never request payment, solicit personal financial information, or conduct interviews via informal channels (e.g., personal email, text messages). All opportunity-related communication with Myriad Genetics will come from our employees, whose e-mail addresses end with "@myriad.com."