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 an organized, consistent, and welcoming experience for patients using medical, dental, behavioral health, and substance use disorder services. The supervisor provides day-to-day leadership to front desk and child watch staff and works with their supervisor and other departments to align operations, improve efficiency, and support clinic operations. The position supervises front desk and child watch workflows, coordinates patient scheduling, supports smooth patient and child watch activity, and ensures medical records processes meet compliance requirements. As services expand to additional locations, the supervisor will support standardized workflows, staff development, and consistent patient experiences. The role also safeguards confidentiality, security, and accuracy of records and promotes positive employee, customer, and community relations. Strong written and verbal communication, outstanding customer service, regular attendance, and a neat, professional appearance are expected. Later hours or weekend work may occasionally be required to meet project deadlines. The position has regular contact with or control over Indian Children and Vulnerable Adults. A fingerprint check and criminal history checks are required, along with a pre-employment drug screen. Applicants must meet the stated criminal history restrictions and be able to work with vulnerable adults and children.

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 use of EHR systems.
Valid Washington State driver's license and a driving record meeting the minimum requirements of the Nisqually Indian Tribes' vehicle insurance provider.
Successfully pass a pre-employment drug screen and criminal background check.
Pass a State and National (FBI) criminal history background check prior to employment.
Ability to work with vulnerable populations, including adults and children.
Knowledge of HIPAA and PHI.
Knowledge of and adherence to state (RCW, WAC) and federal confidentiality regulations, including 42 CFR part 2.
Knowledge of clinic workflows, patient intake procedures, and front desk operations in a healthcare setting.
Knowledge of medical records management, including processing and fulfilling medical record requests in compliance with regulations.
Skill in coordinating scheduling across multiple providers and service areas.
Knowledge of trauma-informed care principles and cultural sensitivity in patient interactions.
Skill in overseeing front desk operations while providing patient support as needed.
Skill in supervising and supporting staff, including training, coaching, and providing feedback.
Ability to monitor daily operations and identify workflow gaps, delays, or inefficiencies.
Ability to maintain accuracy in scheduling, patient records, and documentation.
Ability to handle escalated patient concerns with empathy, professionalism, and sound judgment.
Clear and professional verbal and written communication skills, including phone and in-person interactions.
Skill in problem-solving and addressing day-to-day operational challenges.
Ability to use EHR systems and standard office software efficiently.
Ability to oversee daily operations while stepping in to support patient interactions when needed.
Ability to ensure workflows are followed consistently and support ongoing improvements.
Strong attention to detail while managing multiple priorities.
Ability to make real-time decisions to keep operations running smoothly.
Ability to maintain confidentiality and appropriately handle sensitive information.
Ability to collaborate with clinical and administrative teams to support coordinated care.
Ability to support an organized patient experience through staff oversight and support.
Ability to adjust priorities as the clinic grows and services expand.
Ability to build and maintain working relationships with patients, staff, and leadership.
Meet the stated criminal history eligibility requirements for a position involving contact with Indian Children and Vulnerable Adults.
Meet the position's physical demands, including frequently standing, walking, using hands, handling, feeling or gripping objects, reaching, stooping, crouching or working in awkward positions, and repetitive motions; may regularly lift or move more than 30 pounds. Required vision abilities include close vision, distance vision, depth perception, and adjusting focus.

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, supporting smooth patient flow and positive service for internal and external clients and patients.
Supervise and support front desk and child watch staff, including training, task assignment, performance evaluation, staff development, corrective action, scheduling, and day-to-day guidance.
Ensure the child watch program complies with policies, procedures, and applicable regulations.
Coordinate appointment scheduling across departments, balancing provider availability and patient needs.
Assist clinical staff with administrative tasks such as faxes, printing notes, and other office 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.
Work 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 operations, devise new forms as needed, and establish uniform correspondence procedures and style.
Monitor performance and support quality improvement efforts related to patient services.
Assist in 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.