Patient Services Supervisor

Samaritan Healthcare•Moses Lake, WA

2d•Onsite

About The Position

The Patient Services Supervisor leads the daily operations of Patient Service Representatives within designated hospital and clinic departments, providing day-to-day leadership and operational support to ensure efficient, consistent, and patient-centered service delivery. This position actively monitors, coordinates, and evaluates professional performance and workflows to guarantee the best service for our patients. The Patient Services Supervisor will act as a collaborator, as well as a subject matter and technical expert in patient intake, scheduling, registration, insurance verification, and related patient access functions. The Supervisor oversees the onboarding, training, and continuing education program, ensuring staff are appropriately trained, competent, and prepared to meet organizational, regulatory, and customer service expectations. This position collaborates closely with providers, clinical departments, revenue cycle, IT, and other Samaritan professionals to resolve operational issues, support process improvement, and promote a seamless patient experience. The Supervisor monitors established quality and performance metrics, identifies opportunities for improvement, and supports implementation of departmental initiatives under the direction of the Patient Services Manager.

Requirements

High school diploma or equivalent required.
Minimum three (3) years’ of progressively responsible experience in healthcare patient access, revenue cycle, or related operations required.
Revenue Cycle fundamentals with working knowledge of hospital and clinic scheduling and registration operations.
Patient access quality standards.
Ability to formulate and carry out operational plans.
Excellent communication and interpersonal skills
Strong organizational and problem-solving abilities
Proficiency (intermediate) computer skills including Microsoft Office applications; especially Word, Excel, and PowerPoint.
Demonstrates competency in ability to care for customers/patients across the age continuum.
Ability to maintain confidentiality and comply with HIPAA requirements.
Ability to learn and apply organizational policies, procedures, and communication protocols.
Ability to work independently and as part of a team.
Demonstrates competency on equipment listed on department specific checklist.
Strong critical thinking skills; seeks resources for direction when necessary.
Performs independent problem solving.
Decision-making is logical and deliberate.
Performs actions that demonstrate accountability.
Exercises safe judgment in decision-making.
Practices within legal and ethical guidelines.
Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.

Nice To Haves

Bachelors or Associates degree in relevant field of study preferred
Supervisory, lead, or management experience in patient access, scheduling, registration, or customer service in a healthcare environment preferred.
Experience with Epic or similar electronic health record system preferred.

Responsibilities

Coordinates the day-to-day operations of assigned departments, focusing on professional relationships, workflows, and customer service.
Acts as a liaison between support professionals, physicians, and leadership.
Orders operational supplies and maintains adequate inventory levels.
Oversees the Patient Service training and onboarding program, ensuring new Patient Service Representatives receive standardized, comprehensive, and role-specific training, orientation, and competency development.
Assigns daily work, monitors performance, and ensures adequate coverage to meet patient and department needs.
Monitors patient intake, registration, and check-in/check-out processes to ensure accuracy, timeliness, efficient, and compliance with organizational policies and regulatory requirements.
Promotes and maintains high standards of customer service, serving as a role model for professional, compassionate, and respectful interaction with patients, families, providers, and coworkers.
Coordinate job rotations and cross-training opportunities across designated hospital and clinic departments to build staff competency, promote operational flexibility, support coverage needs, and ensure professionals are trained to perform applicable functions across multiple work areas.
Identifies barriers, delays, or workflow issues that may negatively affect the patient experience or operational efficiency.
Monitors and maintains designated work queues to ensure timely resolution of accounts with errors and/or accounts in need of review.
Troubleshoots and resolves day-to-day operational issues, escalating complex, high-risk, or unresolved matters to the Patient Services Manager or appropriate leadership.
Conducts routine quality and accuracy checks of registration, scheduling, and patient access activities; identify trends and recommend operational improvements to the Patient Services Manager.
Provides staff performance feedback and participate in performance management activities, including documenting concerns and collaborating with the Patient Services Manager on corrective action, development plans, and professional evaluations as appropriate.
Assists with implementation of operational changes, new workflows, technology, and system updates by communicating changes to staff, training, and monitoring adoption.
Develops, coordinates, and maintains ongoing education and professional development for Patient Service professionals, including refresher training, process updates, regulatory changes, system enhancements, customer service, and identified competency gaps.
Responds to patient concerns and service recovery needs, resolving issues within the scope of the position and escalating significant concerns when appropriate.
Participates in the recruitment and hiring of new professionals.
Maintain knowledge of applicable payer requirements, registration standards, organizational policies, and regulatory requirements affecting front-end patient access and registration functions.
Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of the latest trends in nursing practice and healthcare.
Ensures no injuries to self or others by following safe work practices and policies. This includes, but is not limited to: security and safety, understanding of MSDS, equipment, infection control, fire, disaster, safe lifting and body mechanics.
Ensures the interface with team members and other support groups is conducted in a courteous and efficient manner conducive with Samaritan’s Standards of Behavior.