Patient Representative Supervisor

Job Description

Job Description

Southeast Healthcare is seeking a Patient Representative Supervisor to lead and support front desk and central scheduling staff through training, coaching, and performance feedback. This role is responsible for overseeing daily front office operations while also assisting with patient registration, scheduling and cancelling appointments, answering phones, and collecting personal and financial information for patient enrollment. The ideal candidate is organized, customer-focused, and experienced in healthcare front office operations.

Responsibilities:

• Supervise daily operations of front desk and central scheduling staff in 4 Franklin County offices.
• Train, coach, and provide ongoing support to new and existing patient access representative staff.
• Monitor staff performance, productivity, attendance, and customer service standards.
• Ensure accurate scheduling, rescheduling, and cancellation of patient appointments within the practice management system.
• Assist with patient check-in/check-out processes and registration activities as needed.
• Obtain and verify demographic, insurance, and financial information for patient enrollment and billing purposes.
• Support FQHC eligibility and sliding fee scale processes in accordance with organizational and federal guidelines.
• Maintain compliance with HIPAA, confidentiality standards, and organizational policies and procedures.
• Resolve patient concerns and provide excellent customer service to patients, families, and community partners.
• Assist in answering incoming phone calls and directing inquiries appropriately.
• Monitor front office workflows to improve efficiency, patient access, and patient satisfaction.
• Collaborate with clinical and administrative departments to support coordinated patient care.
• Ensure accurate documentation and data entry within the electronic health record and practice management systems.
• Participate in staff meetings, quality improvement initiatives, and ongoing training activities.
• Prepare reports and communicate operational concerns or trends to management as needed.