Patient Services Supervisor - Nisqually Generations Healing Center

NSORNA Nisqually’s Sex Offender Registration and Notification Act requires all individuals convicted of a sex offense to register with the Public Safety Department, regardless of registration in other jurisdictions. This position involves regular contact with Indian children and vulnerable adults and will not be filled by applicants with any felonious offense or two or more misdemeanor offenses involving violence, sexual assault, exploitation, crimes against persons, or offenses against children. A fingerprint check is required.

General Summary

The Patient Service Supervisor oversees front desk, patient services, and child watch operations at the Nisqually Generations Healing Center. The role ensures a consistent, organized, and welcoming experience for patients across medical, dental, behavioral health, and substance‑use‑disorder services. The supervisor provides day‑to‑day leadership to front desk and child watch staff, works closely with their supervisor and other departments to maintain alignment, improve efficiency, and support clinic operations, and helps standardize workflows as the organization expands.

Primary Responsibilities

• Oversee daily front desk and patient services operations, ensuring smooth patient flow and positive customer service for internal and external clients.
• Supervise and support front desk and child watch staff, including training, task assignment, performance evaluation, staff development, corrective action, scheduling, and day‑to‑day guidance.
• Ensure the child watch program complies with policy, procedures, and applicable regulations.
• Coordinate appointment scheduling across departments, balancing provider availability and patient needs.
• Assist clinical staff with administrative actions such as faxes, printing notes, and other office‑related tasks.
• Monitor patient flow, identify inefficiencies, and help implement improvements.
• Maintain and oversee patient records within the Electronic Health Record (EHR) system, ensuring accuracy, confidentiality, and proper documentation.
• Ensure compliance with HIPAA, 42 CFR part 2, and all applicable confidentiality regulations.
• Oversee patient registration, insurance verification, and demographic accuracy.
• Act as a point of escalation for patient concerns or front‑desk‑related issues.
• Work closely with clinical teams and administrative departments to support coordinated care and clear communication.
• Support development and ongoing improvement of front desk policies, protocols, and training materials.
• Evaluate efficiency of patient service operations, devise new forms if needed, and establish uniform correspondence procedures and style.
• Monitor performance and support quality‑improvement efforts related to patient services.
• Assist in developing staffing schedules and ensuring adequate coverage.
• Support data tracking and reporting related to scheduling and front‑desk operations.
• Provide hands‑on support as needed to maintain operations in a fast‑paced environment.
• Perform other duties as assigned.

Minimum Qualifications

• Associate’s degree in a relevant field OR equivalent combination of education and experience.
• Four (4) + years of medical, clinical, or behavioral‑health office and patient service experience in a fast‑paced environment.
• Two (2) + years of supervisory experience in a medical, clinical, or behavioral‑health office.
• Experience handling and maintaining medical records, including EHR systems.
• Valid Washington State driver’s license with a driving record meeting Nisqually Indian Tribes vehicle‑insurance requirements.
• Successful completion of a pre‑employment drug screen and criminal background check.
• Ability to work with vulnerable populations, including adults and children.
• Pass a State and National (FBI) criminal‑history background check prior to employment.

Preferred Qualifications

• Bachelor’s degree in business administration, healthcare management, or healthcare administration.
• Knowledge of the Nisqually Indian Tribe’s history, customs, traditions, and demonstrated cultural sensitivity.
• Experience working with federally recognized tribes.

Supervision

This position trains, supervises, and evaluates staff.

Competencies

• Knowledge of HIPAA, PHI, and state (RCW, WAC) and federal confidentiality regulations (42 CFR part 2).
• Understanding of clinic workflows, patient intake procedures, and front‑desk operations in a healthcare setting.
• Medical‑records management, including processing and fulfilling record requests in compliance with regulations.
• Scheduling coordination across multiple providers and service areas.
• Trauma‑informed care principles and cultural sensitivity in patient interactions.
• Skilled in overseeing front‑desk operations while providing patient support as needed.
• Effective staff supervision, training, coaching, and feedback.
• Ability to monitor daily operations, identify workflow gaps, and implement improvements.
• Strong attention to detail in scheduling, patient records, and documentation.
• Professional handling of escalated patient concerns with empathy and sound judgment.
• Clear verbal and written communication, both phone and in‑person.
• Proficiency with EHR systems and standard office software.
• Capability to make real‑time decisions to keep operations running smoothly.
• Collaboration with clinical and administrative teams to support coordinated care.
• Adaptability to shifting priorities as the clinic grows and services expand.
• Ability to build and maintain working relationships with patients, staff, and leadership.

Physical Demands

The employee is frequently required to stand, walk, use hands, handle objects, stretch, reach, stoop, crouch, or work in cramped or awkward positions; perform repetitive motions; and regularly lift and/or move up to 30 + pounds. Vision requirements include close vision, distance vision, depth perception, and the ability to adjust focus.