Patient Services Supervisor

Texas Tech University•Odessa, TX

About The Position

Supervises day-to-day activities for the PSS team, ensuring coverage and efficiency across the assigned functional unit. Monitors performance and productivity, provides coaching, and conducts employee evaluations. Manages employee timesheets and leave reporting. Coordinates with other teams to ensure consistent service standards. Trains other PSS team members. Provides direct supervision and leadership to Patient Services Specialist (PSS) staff supporting Internal Medicine Primary Care and Subspecialty Clinics. Oversees daily operations, assigns work, monitors performance, provides coaching and training, and ensures staff consistently follow departmental policies, procedures, and established workflows. Supervises patient scheduling operations for Internal Medicine Primary Care, subspecialty clinics, and procedures. Monitors appointment availability, scheduling accuracy, and clinic utilization to support efficient patient access and maximize provider schedules. Oversees patient registration and check-in processes, including appointment scheduling, receipt and processing of patients, demographic data collection, insurance verification, and maintenance of patient records. Ensures accurate patient demographic and insurance information is collected and entered into Cerner by PSS staff. Reviews processes and documentation for accuracy and completeness to reduce registration errors, claim rejections, and eligibility-related denials. Reviews and audits registration and eligibility denials to identify errors, trends, and opportunities for improvement. Provides appropriate education, coaching, and corrective guidance to PSS staff to prevent recurring errors and improve registration accuracy. Supervises insurance verification processes, including verification of benefits, obtaining required insurance referrals, and securing prior authorizations for clinic services and procedures. Oversees the processing of charges for clinic services and the filing of insurance claims, ensuring information is accurate, complete, and processed according to established departmental procedures and applicable requirements. Coordinates and monitors responses to requests for information from patients, insurance companies, and other authorized entities while ensuring appropriate confidentiality and protection of patient information. Ensures PSS staff maintain accurate and complete departmental and patient records and adhere to HIPAA requirements, organizational policies, and established standards for confidentiality and protection of patient health information. Monitors front-end revenue cycle processes to identify opportunities to decrease insurance rejections and denials, improve eligibility verification, and increase the accuracy of information obtained at the time of registration. Monitors staff workflows and clinic operations to ensure timely patient processing, appropriate coverage, efficient use of resources, and a positive patient experience across Internal Medicine Primary Care and Subspecialty Clinics. Provides ongoing training and education to PSS staff regarding registration, scheduling, insurance verification, referrals, prior authorizations, patient processing, documentation requirements, and departmental procedures. Serves as a resource and escalation point for PSS staff, assisting with complex scheduling, registration, insurance, referral, authorization, and patient-service concerns. Collaborates with clinical staff, providers, leadership, and other departments to resolve scheduling and registration issues, improve patient access, address operational concerns, and promote effective clinic workflows. Promotes excellent customer service and professionalism by ensuring patients, families, providers, insurance representatives, and internal customers receive timely, accurate, and courteous assistance.

Requirements

High School diploma or equivalent
Five (5) years of experience

Responsibilities

Supervises day-to-day activities for the PSS team, ensuring coverage and efficiency across the assigned functional unit.
Monitors performance and productivity, provides coaching, and conducts employee evaluations.
Manages employee timesheets and leave reporting.
Coordinates with other teams to ensure consistent service standards.
Trains other PSS team members.
Provides direct supervision and leadership to Patient Services Specialist (PSS) staff supporting Internal Medicine Primary Care and Subspecialty Clinics.
Oversees daily operations, assigns work, monitors performance, provides coaching and training, and ensures staff consistently follow departmental policies, procedures, and established workflows.
Supervises patient scheduling operations for Internal Medicine Primary Care, subspecialty clinics, and procedures.
Monitors appointment availability, scheduling accuracy, and clinic utilization to support efficient patient access and maximize provider schedules.
Oversees patient registration and check-in processes, including appointment scheduling, receipt and processing of patients, demographic data collection, insurance verification, and maintenance of patient records.
Ensures accurate patient demographic and insurance information is collected and entered into Cerner by PSS staff.
Reviews processes and documentation for accuracy and completeness to reduce registration errors, claim rejections, and eligibility-related denials.
Reviews and audits registration and eligibility denials to identify errors, trends, and opportunities for improvement.
Provides appropriate education, coaching, and corrective guidance to PSS staff to prevent recurring errors and improve registration accuracy.
Supervises insurance verification processes, including verification of benefits, obtaining required insurance referrals, and securing prior authorizations for clinic services and procedures.
Oversees the processing of charges for clinic services and the filing of insurance claims, ensuring information is accurate, complete, and processed according to established departmental procedures and applicable requirements.
Coordinates and monitors responses to requests for information from patients, insurance companies, and other authorized entities while ensuring appropriate confidentiality and protection of patient information.
Ensures PSS staff maintain accurate and complete departmental and patient records and adhere to HIPAA requirements, organizational policies, and established standards for confidentiality and protection of patient health information.
Monitors front-end revenue cycle processes to identify opportunities to decrease insurance rejections and denials, improve eligibility verification, and increase the accuracy of information obtained at the time of registration.
Monitors staff workflows and clinic operations to ensure timely patient processing, appropriate coverage, efficient use of resources, and a positive patient experience across Internal Medicine Primary Care and Subspecialty Clinics.
Provides ongoing training and education to PSS staff regarding registration, scheduling, insurance verification, referrals, prior authorizations, patient processing, documentation requirements, and departmental procedures.
Serves as a resource and escalation point for PSS staff, assisting with complex scheduling, registration, insurance, referral, authorization, and patient-service concerns.
Collaborates with clinical staff, providers, leadership, and other departments to resolve scheduling and registration issues, improve patient access, address operational concerns, and promote effective clinic workflows.
Promotes excellent customer service and professionalism by ensuring patients, families, providers, insurance representatives, and internal customers receive timely, accurate, and courteous assistance.