Patient Services Supervisor

Duly Health and Care • Lisle, IL

7h • Onsite

About The Position

The Supervisor of Patient Services oversees front desk operations to ensure exceptional customer service, efficient workflows, and compliance with organizational standards. This role provides leadership to the Patient Service Representative by guiding daily activities, delivering on performance goals, developing top talent, and implementing progressive improvements when needed. The Patient Service Supervisor fosters a welcoming environment, drives performance improvement, and ensures that departmental goals align with quality care and positive patient experience.

Requirements

• Minimum 3 years of experience in a medical office or clinical setting required.
• Prior experience in patient access, scheduling, or front desk operations required.
• High School diploma or equivalent required.
• Strong leadership and supervisory skills with 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.
• Skilled in operating multi-line phone systems, personal computers, and Microsoft Office Suite (Excel, Word, Outlook).
• Analytical mindset with ability to interpret performance metrics and drive improvements.
• Excellent organizational, time management, and problem-solving skills.
• Professional, collaborative, and adaptable attitude with strong communication skills.

Nice To Haves

• At least 1 year of supervisory or team lead experience is strongly preferred.
• Associate’s or Bachelor’s degree in Healthcare Administration, Business, or related field preferred.

Responsibilities

• Builds strong culture while instilling Duly values and behaviors.
• Supervises Patient Service Representatives, providing coaching, training, and clear expectations.
• Promotes team member development and retention by performing regular facilitated coaching and feedback sessions.
• Monitors daily operations to ensure consistent adherence to policies, procedures, and service standards.
• Ensures Patient Service Representatives have the resources needed and clearly defined priorities readily available to them to promote daily success.
• Serves as the escalation point for complex patient concerns, scheduling conflicts, or billing issues.
• Supports the screening and interview process for open positions by reviewing applications, conducting interviews, and communicating with candidates.
• Manages time-off approvals while proactively ensuring appropriate staffing coverage across all shifts.
• Oversees scheduling workflows, optimizing provider availability and resource capacity to improve patient access and reduce wait times.
• Understands key clinic workflow performance indicators and articulates the desired outcomes with all Patient Care Representatives.
• Reviews and analyzes performance dashboards daily; identifies trends, sets improvement targets, and implements corrective actions.
• Oversees accurate and timely documentation in EPIC, including patient demographics, insurance verification, and emergency contacts.
• Facilitates daily and weekly team huddles, sharing updates, workflow improvements, and operational insights.
• Coordinates with clinical staff and leadership across multiple departments to align patient access operations with broader care delivery goals.
• Ensures strict adherence to HIPAA and patient confidentiality standards.
• Develops and enforces policies to maintain a clean, welcoming, and efficient front desk environment.
• Leads special projects and process improvement initiatives to enhance patient satisfaction and departmental efficiency.

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED