Patient Services Rep Supervisor

Position Summary

The Patient Services (PSR) Supervisor is responsible for direct patient service responsibilities while providing leadership and oversight of front-desk operations and staff for a multi-site clinic, MRI and Physical Therapy. The role emphasizes delivering an excellent patient experience while ensuring efficient registration, check-in/check-out, scheduling, communication, accuracy, and overall clinic flow. 

Key Duties and Responsibilities

The key duties and responsibilities of the Patient Services Representative Supervisor include, but are not limited to:

Leadership & Department Management

• Serves as a member of the Clinic Leadership Team
• Attends bi-weekly Leadership Meetings
• Manages the day-to-day operations, priorities, and workflow of the Patient Services department for Clinic, MRI, and Physical Therapy
• Provides day-to-day leadership, direction, and support to team members
• Serves as a resource for staff questions, escalations, and problem-solving
• Conducts or facilitates department meetings, huddles, training, and operational updates
• Establishes department expectations and goals and monitors progress
• Promotes accountability, professionalism, teamwork, effective communication, and a positive work environment
• Partners with clinic leadership, providers, and other departments to resolve operational issues
• Identifies workflow challenges and opportunities for process improvement

Staffing & Workforce Management

• Develops and coordinates staff schedules and coverage based on department volume, operational needs, and staffing guidelines
• Monitors staffing levels and adjusts assignments and coverage as needed
• Ensures appropriate department coverage for absences, PTO, and changes in clinic volume
• Works within established staffing and budget guidelines when developing schedules
• Steps into Patient Services responsibilities as needed to maintain efficient clinic flow and minimize patient wait times

Employee Management & Development

• Participates in interviewing and selecting new employees
• Oversees onboarding, orientation, and training of new employees
• Completes employee evaluations and performance reviews
• Provides ongoing performance feedback, coaching, mentoring, and employee development
• Addresses attendance, performance, conduct, and workplace concerns appropriately
• Provides corrective coaching and disciplinary action when necessary
• Develops staff through cross-training to increase department flexibility and coverage
• Recognizes strong performance and encourages continued employee growth
• Ensures employees understand and meet established job expectations

Patient Services & Clinic Operations

• Ensures consistent, high-quality customer service and an excellent patient experience
• Oversees registration, check-in/check-out, scheduling, and front-desk workflows for Clinic, MRI, and Physical Therapy
• Troubleshoots complex patient, scheduling, registration, and operational issues
• Supports patient concerns, escalations, and service recovery
• Monitors clinic flow and proactively addresses delays or workflow barriers
• Coordinates activities within the clinic and across departments to support patient satisfaction
• Ensures staff maintain professionalism, empathy, courtesy, accuracy, and confidentiality

Quality, Compliance & Performance

• Monitors quality, accuracy, productivity, and patient-service standards
• Performs or oversees audits to identify scheduling, registration, billing, documentation, and quality errors
• Provides feedback and corrective education when errors or trends are identified
• Ensures department staff follow established policies, procedures, workflows, and service expectations
• Monitors department performance and uses results to identify training and process-improvement opportunities

Training & Systems

• Maintains a working knowledge of all Patient Services positions and responsibilities
• Demonstrates advanced knowledge of applicable practice-management and electronic medical record systems
• Ensures staff receive appropriate initial and ongoing training
• Provides education and retraining when processes, policies, or systems change
• Promotes cross-training and consistent workflows throughout the department

Revenue Cycle & Operational Accuracy

• Supports accurate scheduling, registration, documentation, and billing-related processes
• Monitors front-end processes that affect coding, billing, and overall revenue-cycle performance
• Helps identify and correct registration, scheduling, billing, and documentation errors
• Reinforces accurate collection and patient-account workflows as applicable to Patient Services
• Ensures timely collection of patient co-pays and outstanding balances in accordance with established policies and procedures

Education/Experience

• High School diploma or the equivalent required
• Associates or Bachelor’s degree or equivalent Lead experience (or proven experience as an exemplary PSR trainer/mentor) of the PSR function or equivalent customer-facing leadership experience preferred
• 2-3 years relevant experience in public contact, preferably in a medical office environment
• Minimum 3 years front office, medical reception, or direct customer service experience
• Practice Management  and Electronic Medical Record systems experience

Knowledge, Skills and Abilities

• Proficient knowledge of medical terminology preferred at time of hire

• Superior customer service skills
• Strong leadership, training and mentoring abilities
• Promoting (leading by example) great interpersonal skills; modeling patience, composure and cooperation; working well with all patients, physicians and team
• Advanced understanding of and Adherence to all safety, risk management and precautionary procedures (OSHA/WISHA), including the consistent respect for confidentiality (HIPAA)
• Efficient use of time, with attention to quality, detail, accuracy and completion; skilled in delegation and organization
• Ability to establish and manage multiple priorities, coordinate work activities and exercise initiativen
• Creativity and resourcefulness in addressing problems and opportunities
• Willingness and ability to be flexible with working varied hours, stepping in as a working leader as needed and dependable with attendance

• Ability to remove oneself personally from given situations, remaining objective. 
• Demonstrate a learning attitude toward solving problems, using good reasoning and judgment
• Ability to provide feedback to improve performance
• Ability to adapt to change, delays or unexpected events while maintaining a positive mindset
• Self-motivated; able to work independently and collaboratively, following specific guidelines and procedures; measure self against standard of excellence, overcome obstacles and challenges, involving others when needed

Work Environment/Physical Demands

The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.