Patient Services Supervisor - Nisqually Generations Healing Center

Nisqually Indian Tribe•Olympia, WA

About The Position

The Patient Services Supervisor oversees front desk, patient services, and child watch operations at the Nisqually Generations Healing Center. The role ensures a consistent, organized, and welcoming experience for patients receiving medical, dental, behavioral health, and substance use disorder services. The supervisor provides day-to-day leadership to front desk and child watch staff and collaborates with their supervisor, clinical teams, and other departments to support clinic operations, coordinate scheduling, maintain patient flow, and ensure compliant medical-record processes. As the organization grows, this position supports expansion of patient services operations across additional locations by standardizing workflows, developing staff, and maintaining a consistent patient experience. The role is responsible for the confidentiality, security, and accuracy of records and for fostering positive employee, customer, and community relations. Strong written and verbal communication and outstanding customer service are expected. Regular attendance is required; later hours or weekend work may occasionally be needed to meet project deadlines. A neat, well-groomed professional appearance is essential. The position has regular contact with or control over Indian Children and Vulnerable Adults. Applicants must meet the stated criminal-history restrictions and pass fingerprint and other required background checks, as well as a pre-employment drug screen. The employee trains, supervises, and evaluates staff.

Requirements

Associate's degree in a relevant field from an accredited college or university, or an equivalent combination of education and experience.
At least four years of medical, clinical, or behavioral health office and patient-service experience in a fast-paced environment.
At least two years of supervisory experience in a medical, clinical, or behavioral health office.
Experience handling and maintaining medical records, including EHR systems.
Valid Washington State driver's license and a driving record that meets the minimum requirements of the Nisqually Indian Tribes' vehicle insurance provider.
Successfully pass a pre-employment drug screen and criminal background check, including required State and National (FBI) criminal-history checks and fingerprint check.
Ability to work with vulnerable populations, including adults and children.
Meet the stated criminal-history eligibility restrictions for a position involving regular contact with or control over Indian Children and Vulnerable Adults.
Knowledge of HIPAA, protected health information, and state (RCW, WAC) and federal confidentiality regulations, including 42 CFR Part 2.
Knowledge of clinic workflows, patient intake procedures, front desk operations, medical-record management and requests, and scheduling across providers and service areas.
Knowledge of trauma-informed care principles and cultural sensitivity in patient interactions.
Skills in front desk operations, staff supervision and coaching, workflow monitoring, accurate scheduling and records, responding empathetically and professionally to escalated concerns, communication, problem-solving, and use of EHR systems and standard office software.
Ability to manage competing priorities, make real-time operational decisions, maintain confidentiality, collaborate with clinical and administrative teams, and adapt as the clinic grows and services expand.
Ability to build and maintain working relationships with patients, staff, and leadership.
Physical ability to frequently stand, walk, use hands, handle, feel or grip objects, reach, stoop, crouch, work in cramped or awkward positions, and perform repetitive motions; may regularly lift or move more than 30 pounds; must have close and distance vision, depth perception, and ability to adjust focus.
Regular attendance and a neat, well-groomed professional appearance are required; later hours or weekend time may occasionally be required.

Nice To Haves

Bachelor's degree in business administration, Healthcare Management, or Healthcare Administration.
Knowledge of the Nisqually Indian Tribe's history, customs, and traditions, and ability to demonstrate cultural sensitivity.
Experience working with Federally Recognized Tribes.

Responsibilities

Oversee daily front desk and patient services operations to support smooth patient flow and a positive experience for internal and external clients and patients.
Supervise and support front desk and child watch staff, including training, assigning tasks, evaluating performance, staff development, corrective action as needed, scheduling, and day-to-day guidance.
Ensure the child watch program follows applicable policies, procedures, and regulations.
Coordinate appointments across departments, balancing provider availability and patient needs.
Assist clinical staff with administrative tasks, including faxes, printing notes, and other office-related work.
Monitor patient flow, identify inefficiencies, and help implement improvements.
Maintain and oversee patient records in the Electronic Health Record (EHR) system, ensuring accuracy, confidentiality, and proper documentation.
Ensure compliance with HIPAA, 42 CFR Part 2, and applicable confidentiality and documentation requirements.
Oversee patient registration, insurance verification, and demographic accuracy.
Serve as an escalation point for patient concerns and front desk issues.
Collaborate with clinical teams and administrative departments to support coordinated care and clear communication.
Support development and improvement of front desk policies, protocols, and training materials.
Evaluate patient-service operational efficiency, develop forms as needed, and establish consistent correspondence procedures and style.
Monitor performance and support quality-improvement efforts related to patient services.
Assist with developing staffing schedules and ensuring adequate coverage.
Support data tracking and reporting related to scheduling and front desk operations.
Provide hands-on support as needed to maintain operations in a fast-paced environment.
Perform other duties as assigned.