Patient Services Supervisor
About The Position
The Patient Services Supervisor oversees front desk operations to ensure exceptional customer service, efficient workflows, and compliance with organizational standards. The role leads Patient Service Representatives by guiding daily activities, delivering on performance goals, developing talent, and implementing improvements. The supervisor fosters a welcoming environment and ensures departmental goals support quality care and a positive patient experience. The position builds team culture around Duly values, supervises and coaches staff, supports hiring, manages staffing coverage and time-off approvals, and oversees scheduling workflows and patient access. It reviews performance dashboards, sets improvement targets, and ensures accurate and timely documentation in EPIC. The supervisor also coordinates with clinical staff and leaders, facilitates team huddles, handles escalated patient concerns, and leads process improvement initiatives while ensuring HIPAA compliance and a clean, efficient front desk.
Requirements
- Minimum 3 years of experience in a medical office or clinical setting.
- Prior experience in patient access, scheduling, or front desk operations.
- High school diploma or equivalent.
- Strong leadership and supervisory skills, including the ability to motivate and develop staff.
- Exceptional customer service orientation and commitment to patient-centered care.
- Advanced proficiency in EPIC or similar EMR systems.
- Knowledge of medical office procedures, insurance verification, and patient access workflows.
- Ability to operate multi-line phone systems, personal computers, and Microsoft Office Suite, including Excel, Word, and Outlook.
- Analytical ability to interpret performance metrics and drive improvements.
- Excellent organizational, time management, and problem-solving skills.
- Strong communication skills and a professional, collaborative, and adaptable attitude.
Nice To Haves
- At least 1 year of supervisory or team lead experience.
- Associate’s or Bachelor’s degree in Healthcare Administration, Business, or a related field.
Responsibilities
- Build a strong team culture and reinforce Duly values and behaviors.
- Supervise Patient Service Representatives by providing coaching, training, clear expectations, and regular feedback.
- Support team member development and retention.
- Monitor daily operations for adherence to policies, procedures, and service standards.
- Ensure staff have needed resources and clear daily priorities.
- Serve as the escalation point for complex patient concerns, scheduling conflicts, and billing issues.
- Support hiring by reviewing applications, conducting interviews, and communicating with candidates.
- Manage time-off approvals and ensure appropriate staffing coverage across shifts.
- Oversee scheduling workflows to optimize provider availability, resource capacity, patient access, and wait times.
- Communicate clinic workflow performance indicators and desired outcomes to Patient Care Representatives.
- Review and analyze performance dashboards, identify trends, set improvement targets, and implement corrective actions.
- Oversee accurate and timely EPIC documentation, including patient demographics, insurance verification, and emergency contacts.
- Facilitate daily and weekly team huddles to share updates, workflow improvements, and operational insights.
- Coordinate with clinical staff and leadership across departments to align patient access operations with care delivery goals.
- Ensure adherence to HIPAA and patient confidentiality standards.
- Develop and enforce policies for a clean, welcoming, and efficient front desk environment.
- Lead special projects and process improvement initiatives to improve patient satisfaction and departmental efficiency.
Benefits
- Comprehensive medical, dental, and vision benefits, including healthcare navigation assistance.
- Mental health benefit at no cost.
- Employer-provided life and disability insurance.
- $5,250 tuition reimbursement per year.
- Immediate 401(k) match.
- 40 hours of paid volunteer time off.
- Culture committed to community engagement and social impact.
- Up to 12 weeks of parental leave at 100% pay for eligible non-physician team members.
- Financial benefit for adoption and surrogacy for eligible non-physician team members.
- Additional compensation may be available through shift differentials, bonuses, and other incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
