Patient Care Supervisor

Rochester Hearing & Speech Center•Rochester, NY

2d•Onsite

About The Position

The Patient Care Supervisor provides day to day supervision and coordination of Rochester Hearing & Speech Center's patient care operations. This is a working supervisory position responsible for supporting and supervising Patient Care Coordinators, coordinating staffing and schedules, assisting with hiring and training, addressing patient concerns, and ensuring consistent patient care procedures. The position also provides administrative support to the Audiology Department and serves as a communication link between Patient Care Coordinators, Audiology, Billing, clinical staff, and leadership.

Requirements

High School Diploma or GED required
Previous healthcare, medical office, or similar patient care or front office experience preferred
Previous supervisory, lead, or staff coordination experience preferred
Experience with scheduling, insurance verification, patient registration, electronic medical records, and customer service strongly preferred
Strong leadership, communication, organization, problem solving, and customer service skills
Ability to manage multiple priorities, provide staff direction, handle difficult interactions professionally, and maintain confidentiality and sound judgment
Proficiency with Microsoft Office, electronic medical records, and scheduling systems

Nice To Haves

Associate degree or healthcare administrative training preferred

Responsibilities

Supervise the daily activities and workflow of Patient Care Coordinators across RHSC locations
Prepare Patient Care Coordinator schedules, coordinate coverage, and respond to day to day staffing needs
Participate in interviewing, hiring, onboarding, and training Patient Care Coordinators in coordination with Human Resources and leadership
Provide routine coaching, feedback, and direction to Patient Care Coordinators and communicate significant performance concerns to Human Resources and leadership
Serve as the first point of escalation for patient and family complaints, resolve routine concerns, and escalate significant matters as appropriate
Monitor patient care customer service, professionalism, workflow, scheduling accuracy, and completion of assigned responsibilities as needed, including through a formal quarterly review process
Provide front desk coverage as needed, including answering phones, scheduling appointments, checking patients in and out, collecting payments, and assisting patients and families
Ensure patient demographics, insurance information, referrals, prescriptions, authorizations, and required documentation are obtained and accurately maintained
Identify and help resolve patient care coordination issues that may affect patient services, billing, authorizations, or scheduling
Coordinate communication between Patient Care Coordinators, Audiology, Billing, clinical staff, and leadership
Support Audiology administrative functions including APD scheduling, hearing aid fitting and repair pick up scheduling, schedule enhancement through daily schedule audits and coordination with the Audiology Administrator to identify opportunities to move appointments forward and maximize schedule efficiency, ensuring completion of patient paperwork, inventory, medical clearances, invoices, manufacturer coordination, and related patient communications
Assist with supplies, administrative records, reporting, workflow improvements, and special projects
Maintain confidentiality and support compliance with HIPAA, OMIG, Medicaid, RHSC policies, and applicable documentation requirements
Perform other duties as assigned by Center Leadership