Patient Services Supervisor

About the role

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do. With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Responsibilities

• Builds strong culture while instilling Duly values and behaviors.
• Supervises Patient Service Representatives, providing coaching, training, and clear expectations.
• Promotes team member development and retention by performing regular facilitated coaching and feedback sessions.
• Monitors daily operations to ensure consistent adherence to policies, procedures, and service standards.
• Ensures Patient Service Representatives have the resources needed and clearly defined priorities readily available to them to promote daily success.
• Serves as the escalation point for complex patient concerns, scheduling conflicts, or billing issues.
• Supports the screening and interview process for open positions by reviewing applications, conducting interviews, and communicating with candidates.
• Manages time-off approvals while proactively ensuring appropriate staffing coverage across all shifts.
• Oversees scheduling workflows, optimizing provider availability and resource capacity to improve patient access and reduce wait times.
• Understands key clinic workflow performance indicators and articulates the desired outcomes with all Patient Care Representatives.
• Reviews and analyzes performance dashboards daily; identifies trends, sets improvement targets, and implements corrective actions.
• Over