Patient Service Supervisor

Monday - Friday 8:00AM - 5:00PM

About the role

The Patient Service Supervisor (PSS) is the direct supervisor for the Patient Care Team. The dedicated role ensures their team is providing an exceptional patient care experience to all patients, guests, and referring provider offices. The PSS is responsible for center performance relating to patient satisfaction, patient intake, schedule adherence, optimization of the schedule, and technologist collaboration. The PSS assists with administrative & clinical tasks as needed for each role and provides back-up to the Patient Care Team. The PSS handles time off requests & timecard system corrections, joins supervisor-scheduled trainings, and remains current with corporate-trained reporting. The position also maintains assigned worklists in a timely manner and works closely with the Performance Improvement Team to ensure all new hires are scheduled for training and assist with continued training for new and existing employees.

Responsibilities

• Support leadership by communicating company messages, workflow barriers, patient complaints, and staffing challenges.
• Motivate team members while managing center goals which include budgeted volumes, HIE compliance, and ensuring HIPAA compliance is maintained at all times.
• Maintain cashbox and manage bank deposits per handling policies.
• Serve as a resource for questions and/or issues for both patients and/or employees; elevate concerns to leadership as needed.
• Manage eRIS Center workflow including the delinquent queue and billing complete queues.
• Perform payroll functions to include approving timecards and time off requests.
• Provide performance management to Patient Care Team including hiring, terminating, coaching, and development.
• Oversee front office workflow through engagement with team, providing direct support of tasks when needed.
• Ensure all screening questions are completed to provide spectacular service and assist the authorization team in obtaining necessary documentation for insurance authorizations.
• Respond, complete, and forward medical records to appropriate department when requested.
• Scan and email all billing paperwork (request for insurance updates, refunds, etc).
• Attend lead meetings hosted by the Performance Improvement Team and communicate updates to all team members.
• Adopt established best practices and incorporate corporate reporting to ensure center alignment.
• Order supplies for office, waiting room, etc.
• Other duties as assigned.

Requirements

• Three plus years’ experience in customer service – healthcare environment preferred.
• Previous supervisory or lead experience preferred.
• Detail-oriented, self-motivated, a problem solver, and a team player.
• Ability to navigate multiple computer screens and browsers quickly and accurately.
• Ability to excel in a very fast-paced team environment.
• Ability to continuously “exceed” company and customer expectations.
• Strong communication skills & professional demeanor.

Qualifications

• Minimum of High School diploma or equivalent (GED) – continuing education preferred.

Supervisory Responsibilities

This position provides daily leadership and operational support to the Patient Care Team. This position is responsible for hiring employees and conducting performance evaluations.

Work Environment

This job operates in an outpatient clinical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to talk and hear.

Pay

Position pay range: $50,240 - $62,800

Benefits

• Medical/Dental/Vision/Life Insurance
• Company Matched 401k Plan
• Employee Stock Ownership Plan
• Paid Time Off + Paid Holidays
• Employee Assistance Program