Patient Services Supervisor

About the Role

The Patient Services Supervisor plays a pivotal role in overseeing daily operations of the Patient Services team, ensuring high-quality service delivery, compliance with healthcare regulations, and continuous improvement. This role serves as a bridge between frontline staff and management, providing mentorship, performance oversight, and operational support. The Supervisor will lead by example, foster a collaborative team culture, and ensure alignment with Medix Infusion’s patient-first mission.

Responsibilities

• Supervise and support Patient Services Representatives in daily operations.
• Empower team members to deliver exceptional patient experiences.
• Conduct team huddles, training sessions, and performance reviews.
• Assist in onboarding and continuing education of staff.
• Monitor KPIs such as service levels, call quality, and patient satisfaction.
• Conduct audits and call monitoring to ensure compliance and quality.
• Resolve escalated patient concerns with empathy and professionalism.
• Ensure accurate and timely documentation in EMR systems.
• Develop and deliver training materials and competency evaluations.
• Identify process inefficiencies and recommend improvements.
• Support Manager/Director in creating strategic training initiatives.
• Liaise with Intake, Clinical, Billing, and Operations teams to ensure seamless patient care.
• Communicate referral status and updates to patients and internal teams.
• Ensure adherence to HIPAA, CMS, and other healthcare regulations.
• Maintain professional behavior and appearance at all times.
• Promote cultural awareness and sensitivity within the team.

Requirements

• High School Diploma required; Associate’s or Bachelor’s in healthcare-related field preferred.
• Minimum 2 years in healthcare customer service, with at least 1 year in a supervisory or team lead role.

Skills

• Strong verbal and written communication.
• Proficiency in EMR systems, Microsoft Office, and healthcare scheduling software.
• Ability to lead and coach teams in a fast-paced environment.
• Analytical mindset with experience in performance improvement.
• Commitment to compassionate care and continuous learning.

Physical Demands & Work Environment

• Frequent standing, walking, sitting, and keyboarding.
• Occasional lifting up to 30 pounds.
• Moderate noise level; exposure to outside weather conditions when traveling.
• Reasonable accommodations may be made for individuals with disabilities.