Patient Services Rep Supervisor

Proliance Surgeons•Renton, WA

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 the Patient Services department’s day-to-day operations, staffing, schedules, training, and employee development. They support staff, handle escalations, monitor performance and quality, and work with clinic leadership, providers, and other departments to resolve operational issues and improve processes. The position also oversees patient-service workflows and front-end processes that affect revenue-cycle performance, including accurate scheduling, registration, documentation, billing-related processes, and collection of co-pays and outstanding balances. The supervisor may step into Patient Services duties as needed to maintain clinic flow and minimize patient wait times.

Requirements

High school diploma or equivalent required.
Two to three years of relevant experience in public contact, 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.
Ability to work varied hours, step in as a working leader as needed, and maintain dependable attendance.
Strong customer-service skills.
Ability to use time efficiently while maintaining quality, detail, accuracy, and completion; skilled in delegation and organization.
Ability to establish and manage multiple priorities, coordinate work activities, and exercise initiative.
Ability to address problems and opportunities with creativity and resourcefulness.
Ability to remain objective, use sound reasoning and judgment, and maintain a learning attitude when solving problems.
Ability to provide feedback to improve performance and adapt to changes, delays, or unexpected events while maintaining a positive mindset.
Ability to work independently and collaboratively while following guidelines and procedures, measuring work against standards, overcoming obstacles, and involving others when needed.
Ability to follow safety, risk-management, and precautionary procedures, including OSHA/WISHA requirements and HIPAA confidentiality.

Nice To Haves

Associate or bachelor's degree, or equivalent.
Lead experience in the PSR function, or proven experience as an exemplary PSR trainer or mentor; equivalent customer-facing leadership experience is also preferred.
Knowledge of medical terminology, preferably at the time of hire.
Strong leadership, training, and mentoring abilities.
Strong interpersonal skills, including patience, composure, cooperation, and the ability to work effectively with patients, physicians, and the team.

Responsibilities

Serve as a member of the Clinic Leadership Team and attend bi-weekly Leadership Meetings.
Manage day-to-day operations, priorities, and workflows for Patient Services across the Clinic, MRI, and Physical Therapy.
Provide day-to-day leadership, direction, support, and problem-solving assistance to team members.
Conduct or facilitate department meetings, huddles, training, and operational updates; establish expectations and goals and monitor progress.
Promote accountability, professionalism, teamwork, effective 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 department volume, operational needs, staffing guidelines, and budget guidelines.
Monitor staffing levels, adjust assignments and coverage, and ensure coverage for absences, PTO, and changes in clinic volume.
Step into Patient Services duties as needed to maintain clinic flow and minimize patient wait times.
Participate in interviewing and selecting employees; oversee onboarding, orientation, and training.
Complete employee evaluations and performance reviews and provide ongoing feedback, coaching, mentoring, and development.
Address attendance, performance, conduct, and workplace concerns, including corrective coaching and disciplinary action when necessary.
Develop staff through cross-training, recognize strong performance, and ensure employees understand and meet job expectations.
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, proactively address delays and workflow barriers, and coordinate activities within and across departments.
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 policies, procedures, workflows, and service expectations.
Use department performance results to identify training and process-improvement opportunities.
Maintain working knowledge of all Patient Services positions and advanced knowledge of applicable practice-management and electronic medical record systems.
Provide initial and ongoing staff training, including education or retraining when processes, policies, or systems change; promote consistent workflows and cross-training.
Support accurate scheduling, registration, documentation, and billing-related processes and monitor front-end activities affecting coding, billing, and revenue-cycle performance.
Help identify and correct registration, scheduling, billing, and documentation errors.
Reinforce accurate patient-account workflows and ensure timely collection of co-pays and outstanding balances in accordance with established policies and procedures.