Patient Services Supervisor

Robert C. Byrd Clinic•Lewisburg, WV

1d•Onsite

About The Position

The Patient Services Supervisor provides leadership and operational oversight of front-end patient access functions—including reception and scheduling—referred to as the Patient Services Representative (PSR) team. This role ensures the delivery of exceptional customer service when interacting with patients, vendors, insurance companies, and other medical facilities. The Supervisor also acts as a liaison between providers, patients, and staff to maintain efficient front-office operations. The ultimate goal is to ensure patients experience seamless, timely, and accurate access to care while supporting overall clinic efficiency and compliance with regulatory standards.

Requirements

Associate's or Bachelor's degree in Healthcare Administration, Business or a related field required, or an equivalent combination of education and relevant experience.
Strong leadership, coaching and team-building skills.
Exceptional organizational and time-management abilities.
Excellent verbal and written communication.
Knowledge of healthcare regulations, revenue cycle processes, payer requirements, and HIPAA compliance.
Ability to manage multiple priorities and collaborate effectively across departments.
Minimum of 2-3 years of experience in patient access, medical office management, or healthcare operations.
Prior supervisory experience is required.

Nice To Haves

Experience as a receptionist, scheduler, or in revenue cycle operations within a medical practice or hospital is preferred.
Experience with Athena EHR/PM software is preferred.
Experience in a Rural Health Clinic or Federally Qualified Health Center (FQHC) is preferred.

Responsibilities

Oversee daily front-desk operations, including check-in/check-out, insurance verification, and patient communications.
Manage centralized scheduling and ensure alignment with provider preferences and templates.
Collaborate with Nursing Supervisors and Department Directors to optimize appointment access and patient flow.
Analyze and refine workflows to enhance operational efficiency and patient satisfaction.
Ensure compliance with HIPAA, CMS, and payer-specific registration requirements.
Partner with IT and EHR teams to maximize the effectiveness of access-related technology and reporting tools.
Coordinate closely with Clinical Services, Revenue Cycle, and Quality departments to support care delivery and administrative functions.
Support initiatives aimed at improving patient engagement, access to care, and service delivery models.
Develop and maintain staff schedules to ensure appropriate coverage; manage shift changes and call-ins.
Monitor employee attendance, review and approve time-off requests, and manage timecards using ADP within payroll deadlines.
Ensure PSRs complete required training; track monthly compliance with ongoing education requirements.
Conduct performance evaluations, including 90-day reviews for new hires; engage in career development discussions.
Address performance issues in a timely, consistent, and constructive manner.
Perform other duties as assigned.