Patient Services Representative Supervisor

Job Type

Full-time

Description

The Patient Services Representative (PSR) Supervisor provides leadership and supervisory support across all PSR levels (I-IV) to ensure efficient and high-quality operations of front-office services. This position is responsible for mentoring staff, overseeing day-to-day workflow, resolving escalated concerns, and ensuring compliance with organizational standards and protocols. The PSR Supervisor works closely with clinic/practice leaders to align team performance with overall clinic goals.

Requirements

Patient Services Representative Supervisor

Responsibilities

Supervision and Leadership:

• Oversees daily operations and performance of PSR teams, ensuring all responsibilities across PSR levels I-IV are met.
• Provides leadership, guidance, and support to staff, promoting a positive and collaborative work environment.
• Monitors and evaluates individual and team performance, addressing areas of improvement through coaching and constructive feedback.
• Ensures staff adherence to clinic policies, procedures, and HIPAA standards.
• Assists in onboarding, coaching, and training new and existing PSR team members.
• Promotes ongoing staff development by identifying learning opportunities, overseeing competency improvement plans, and facilitating regular skill updates.

Administrative Duties

• Supervises scheduling and assignment of PSR staff to optimize patient flow and ensure maximum efficiency and coverage.
• Escalates unresolved operational issues or complex patient situations to clinic/practice leaders.
• Assists clinic leadership in implementing quality improvement and process enhancement initiatives.
• Reviews end-of-day reports for accuracy and completion, addressing inconsistencies as needed.
• Monitors wait times, patient scheduling, and clinic operations to maintain patient satisfaction and workflow efficiency.

Problem-Solving And Escalation

• Serves as the primary point of contact for resolving escalated staff or patient concerns.
• Assists PSRs and providers with troubleshooting scheduling issues, cash management concerns, and other operational challenges.
• Collaborates with practice management to resolve conflicts or disciplinary matters as appropriate.

Human Resources Collaboration

• Participates in hiring, interviewing, and onboarding processes for new PSRs.
• Provides input for performance evaluations, corrective action plans, and professional growth opportunities for PSR staff.

Compliance And Communication

• Ensures staff compliance with organizational and departmental protocols, including but not limited to HIPAA.
• Communicates organizational updates, policy changes, and best practices to PSR teams.
• Facilitates effective communication between the PSR team and clinic leadership.

Additional Duties

• Assumes responsibility for special projects or tasks as assigned by clinic/practice leaders.
• Performs all responsibilities outlined in PSR levels I-IV as needed.

Education

Education, Experience, and Skills:

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred.

Experience

• Minimum of 3 years of experience in a medical office or similar healthcare setting.
• Previous experience in a supervisory or leadership role is strongly preferred.

Skills And Qualifications

• Comprehensive understanding of clinic operations, medical office procedures, and terminology.
• Excellent leadership, mentoring, and team-building skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to prioritize and multitask in a fast-paced environment.
• Outstanding communication and interpersonal skills, with a focus on customer service (e.g., AIDET).
• Proficient in software systems, including Microsoft Office Suite and scheduling/EHR systems.
• Knowledge of ICD-10 and CPT coding preferred.
• Strong organizational skills and attention to detail.
• Ability to uphold patient confidentiality per HIPAA regulations.

This revised Patient Services Representative Supervisor role consolidates leadership and supervisory responsibilities while supporting all PSR levels (I-IV). It focuses on ensuring operational efficiency, staff development, and collaboration with clinic/practice leaders.