Patient Services Rep Supervisor

Proliance Surgeons•Renton, WA

3d•$22 - $36

About The Position

The Patient Services (PSR) Supervisor provides direct patient services while leading and overseeing front-desk operations and staff for a multi-site clinic, MRI, and Physical Therapy. The role focuses on delivering an excellent patient experience and ensuring efficient registration, check-in/check-out, scheduling, communication, accuracy, and clinic flow. The supervisor manages department operations, staffing, employee development, patient-service workflows, quality and compliance, training, and front-end revenue-cycle accuracy. The supervisor also steps into Patient Services responsibilities as needed to maintain clinic flow and minimize patient wait times.

Requirements

High school diploma or equivalent required.
Two to three years of relevant public-contact experience, preferably in a medical office environment.
At least three years of front-office, medical reception, or direct customer-service experience.
Experience with practice-management and electronic medical record systems.
Superior customer-service skills.
Strong leadership, training, and mentoring abilities.
Strong interpersonal skills; ability to model patience, composure, and cooperation and work effectively with patients, physicians, and team members.
Understanding of and adherence to safety, risk-management, and precautionary procedures, including OSHA/WISHA and HIPAA confidentiality requirements.
Efficient time management with attention to quality, detail, accuracy, and completion; delegation and organizational skills.
Ability to establish and manage multiple priorities, coordinate work activities, and exercise initiative.
Creativity and resourcefulness in addressing problems and opportunities.
Willingness and ability to work varied hours, serve as a working leader when needed, and maintain dependable attendance.
Ability to remain objective and separate personal reactions from situations.
Learning-oriented approach to problem-solving, using sound reasoning and judgment.
Ability to provide performance-improving feedback.
Ability to adapt to change, delays, or unexpected events while maintaining a positive mindset.
Self-motivation and ability to work independently and collaboratively, follow guidelines and procedures, meet standards of excellence, overcome challenges, and involve others when needed.

Nice To Haves

Associate or bachelor's degree, or equivalent lead experience or proven experience as an exemplary PSR trainer/mentor, or equivalent customer-facing leadership experience.
Proficient knowledge of medical terminology at the time of hire is preferred.

Responsibilities

Serve as a member of the Clinic Leadership Team and attend bi-weekly leadership meetings.
Manage day-to-day Patient Services operations, priorities, and workflows for the clinic, MRI, and Physical Therapy.
Provide leadership, direction, support, and problem-solving assistance to team members; lead department meetings, huddles, training, and operational updates.
Establish department expectations and goals, monitor progress, and promote accountability, professionalism, teamwork, communication, and a positive work environment.
Partner with clinic leadership, providers, and other departments to resolve operational issues and identify workflow improvements.
Develop staff schedules and coverage based on volume, operational needs, and staffing and budget guidelines; adjust assignments and coverage for absences, PTO, and changes in clinic volume.
Perform Patient Services duties as needed to maintain efficient clinic flow and minimize patient wait times.
Participate in interviewing and selecting employees; oversee onboarding, orientation, and training.
Complete employee evaluations and performance reviews; provide feedback, coaching, mentoring, development, corrective coaching, and disciplinary action as needed.
Address attendance, performance, conduct, and workplace concerns; cross-train staff and recognize strong performance.
Oversee registration, check-in/check-out, scheduling, and front-desk workflows for the clinic, MRI, and Physical Therapy.
Troubleshoot complex patient, scheduling, registration, and operational issues; support patient concerns, escalations, and service recovery.
Monitor clinic flow, address delays and workflow barriers, and coordinate across clinic activities and departments to support patient satisfaction.
Ensure staff provide professional, empathetic, courteous, accurate, and confidential service.
Monitor quality, accuracy, productivity, and patient-service standards; perform or oversee audits for scheduling, registration, billing, documentation, and quality errors.
Provide feedback and corrective education when errors or trends are identified, and ensure staff follow established policies, procedures, workflows, and service expectations.
Use department performance results to identify training and process-improvement opportunities.
Maintain working knowledge of Patient Services roles and advanced knowledge of applicable practice-management and electronic medical record systems.
Ensure initial and ongoing staff training, provide education and retraining when processes, policies, or systems change, and promote cross-training and consistent workflows.
Support accurate scheduling, registration, documentation, and billing-related processes; monitor front-end processes affecting coding, billing, and revenue-cycle performance.
Help identify and correct registration, scheduling, billing, and documentation errors; reinforce accurate patient-account workflows and timely collection of co-pays and outstanding balances in accordance with policy.