Patient Concierge Supervisor

Sight Partners•Sequim, WA

About The Position

Northwest Eye Surgeons is seeking a Patient Concierge Supervisor to lead patient services operations and support smooth, efficient clinic operations. The supervisor oversees concierge services, including patient check-in, check-out, and medical records. At satellite clinics, the role also coordinates surgery-related processes. The position partners with clinic leadership and care teams to maintain high standards of patient service and quality in a patient-focused healthcare environment. The supervisor leads and develops team members, supports daily clinic operations, and improves workflows, efficiency, and service quality. Responsibilities include staffing and patient-flow coordination, staff development and performance management, and ensuring that insurance and surgery-related processes are completed accurately. The position also trains staff on company policies, insurance requirements, customer service expectations, and electronic practice management and medical record systems.

Requirements

High school diploma or GED.
Three to five years of experience in a healthcare setting.
At least two years of supervisory or management experience.
Strong leadership skills, including collaboration, motivation, negotiation, and conflict resolution.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office Suite and Google Workspace.
Strong organizational, analytical, and problem-solving abilities.
Ability to work independently and lead a team in a fast-paced environment.
Proficiency with electronic health record (EHR) systems.
Commitment to maintaining confidentiality and providing compassionate, patient-centered service.

Responsibilities

Oversee patient concierge operations, including patient check-in, check-out, and medical records.
Coordinate surgery-related processes at satellite clinics.
Supervise employees in accordance with company policies and applicable laws.
Participate in interviewing, hiring, orientation, and staff training.
Plan, assign, and direct daily work activities.
Conduct performance evaluations, recognize strong performance, administer corrective action as appropriate, and address employee concerns.
Develop and improve workflows, monitor procedures and productivity, and support departmental goals.
Manage patient flow and staffing coverage, ensuring positions are appropriately staffed and providing coverage when needed.
Ensure required insurance pre-authorizations, referrals, and certifications are obtained; maintain working knowledge of ICD-10 and CPT coding.
Monitor staff training progress and recommend additional training or resources to the Clinic Manager.
Train staff on company policies, insurance requirements, customer service expectations, and electronic practice management (EPM) and electronic medical record (EMR) systems.
Communicate preoperative requirements clearly, thoroughly, and compassionately to patients.
Coordinate, complete, and verify surgery paperwork in accordance with established procedures.
Maintain patient confidentiality and perform additional duties as assigned.