Position Title:    Patient Services Supervisor 

Supervisor:        Patient Services Manager 

FLSA Status:       Non-Exempt

Mission:

To provide our patients and community the most innovative and breakthrough treatment options to improve overall health and wellness.

Values:

Innovation

Integrity

Patient Experience

Teamwork

Job Summary:

The Patient Services Supervisor works closely with the Patient Services Manager to ensure operational effectiveness of the department. In addition to all core duties and key responsibilities listed in the Patient Services Representative job description, the Patient Services Supervisor oversees the following:

Workflow Management – Ensuring Efficient Operations:

• Ensures effective and appropriate staff coverage. Creates and manages the weekly staff schedule for all clinic locations. Aids in coverage for call outs.
• Provides and oversees work direction supporting the clinic’s day-to-day operations.
• Supervises staff activities to ensure the needs of patients, staff, and providers are met daily.
• Assigns work, provides direction to PSR and Clinic Scheduling staff, and ensures that assigned tasks are completed.
• Monitors the phone queue throughout each shift to ensure calls are being answered in a timely manner.
• Communicates with the Clinic Scheduling team to see if assistance is needed when calls are abandoned or missed.
• Communicates with PSRs who have open availability during peak hours to assist with incoming calls and reduce abandoned call rates.
• Fields questions from both PSR and Clinic Scheduling staff, offering support and clarification as needed.
• Offers productivity improvement ideas and efficiency suggestions.

Recruitment – Training and Development – Compliance:

• Participates in the recruitment and selection of department staff by providing input on candidate selection.
• Effectively trains incoming hires.  Appropriately gauges the progress of learning in new hires and adjusts the training process accordingly.  Effectively and closely communicates with the manager to ensure all needs for training have been met by new team members.  Assists in completion of New Hire Training Checklists.
• Ensures PSRs and Clinic Schedulers are trained, knowledgeable in, and following all current downtime tasks/procedures.
• Supports the training of staff in the latest policies and procedures. Ensures the implementation of updates provided by the management team.
• Aids in planning department meetings and events.

Performance Evaluation:

• Utilizes the phone system to screen and monitor calls, providing the manager with feedback.
• Monitors the performance of PSR and Clinic Scheduling staff and provides feedback and updates to the manager as needed, no less than monthly. Includes individual performance summaries, challenges each team member is facing, and any struggles they have encountered.
• Pulls performance reports and visits satellite locations as needed to provide one-on-one support to PSRs needing performance improvement.
• Attends/is present during coaching conversations, written warnings, and performance reviews as requested.
• Provides feedback to the manager for completion of performance evaluations.

Supervisory Responsibility:

• In coordination with the Patient Services Manager, this position supervises the Patient Services Representatives and Clinic Schedulers.  

Qualifications:

• High School Diploma or GED required. Post-secondary education or prior healthcare experience strongly preferred.
• Minimum of one year of proven strong customer service and phone skills with an exceptional ability to listen and communicate to others.
• Experience in a medical/healthcare setting or insurance environment preferred.
• Previous leadership experience preferred.
• Minimum of 6 months working with Twin Cities Pain Clinic required.

Skills & Abilities:

• Strong communication and interpersonal skills.
• Ability to follow oral and written instructions.
• Problem-solving skills.
• Ability to manage multiple tasks and prioritize duties.
• Attention to detail.
• Ability to operate standard office equipment.
• Strong computer skills, including Microsoft Office and EHR software proficiency.
• Familiarity with basic medical terminology.
• Ability to work well whether independently or as part of a team.
• Knowledge of principles and practices of basic office management and organization.

Work Environment:

While performing the duties of this job, the employee regularly works in a clinic setting.  Travel to satellite clinic locations may be required, dependent upon staffing needs.  This position is 100% in-office due to the nature of the responsibilities.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to grasp or handle objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. Employee must be able to sit for approximately 80% of time and stand for up to approximately 20% of time. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Compensation & Work Schedule:

• Full-time: 40 hours/week.
• Non-Exempt.
• Day Shift: Monday-Friday, 8:00AM-4:30PM.
• No evenings or weekends.
• A competitive benefits package including medical, dental, vision, life, and disability insurance, 401(k), PTO time, paid holidays, and HSA plan is offered.
• Mileage reimbursement for work travel at standard IRS rate.

JOB CODE: 1000189