Patient Services Supervisor

Supervisor Patient Services

Full Time

Location: Schaumburg

Clinic Hours: 6am-8pm Monday through Friday, Some weekend coverage may be required

The Supervisor of Patient Services oversees front desk operations to ensure exceptional customer service, efficient workflows, and compliance with organizational standards. This role provides leadership to the Patient Service Representative by guiding daily activities, delivering on performance goals, developing top talent, and implementing progressive improvements when needed. The Patient Service Supervisor fosters a welcoming environment, drives performance improvement, and ensures that departmental goals align with quality care and positive patient experience.

Oversight, Engagement, and Development:

• Builds strong culture while instilling Duly values and behaviors.
• Supervises Patient Service Representatives, providing coaching, training, and clear expectations.
• Promotes team member development and retention by performing regular facilitated coaching and feedback sessions.
• Monitors daily operations to ensure consistent adherence to policies, procedures, and service standards.
• Ensures Patient Service Representatives have the resources needed and clearly defined priorities readily available to them to promote daily success.
• Serves as the escalation point for complex patient concerns, scheduling conflicts, or billing issues.
• Supports the screening and interview process for open positions by reviewing applications, conducting interviews, and communicating with candidates.

Operational Management and Excellence :

• Manages time-off approvals while proactively ensuring appropriate staffing coverage across all shifts.
• Oversees scheduling workflows, optimizing provider availability and resource capacity to improve patient access and reduce wait times.
• Understands key clinic workflow performance indicators and articulates the desired outcomes with all Patient Care Representatives.
• Reviews and analyzes performance dashboards daily; identifies trends, sets improvement targets, and implements corrective actions.
• Oversees accurate and timely documentation in EPIC, including patient demographics, insurance verification, and emergency contacts.

Communication & Collaboration:

• Facilitates daily and weekly team huddles, sharing updates, workflow improvements, and operational insights.
• Coordinates with clinical staff and leadership across multiple departments to align patient access operations with broader care delivery goals.

Compliance & Quality

• Ensures strict adherence to HIPAA and patient confidentiality standards.
• Develops and enforces policies to maintain a clean, welcoming, and efficient front desk environment.
• Leads special projects and process improvement initiatives to enhance patient satisfaction and departmental efficiency.

Qualifications:

EXPERIENCE:

• Minimum 3 years of experience in a medical office or clinical setting required.
• At least 1 year of supervisory or team lead experience is strongly preferred.
• Prior experience in patient access, scheduling, or front desk operations required.

EDUCATION and / or CERTIFICATION/LICENSURE:

• High School diploma or equivalent required.
• Associate's or Bachelor's degree in Healthcare Administration, Business, or related field preferred.

KNOWLEDGE SKILLS AND ABILITIES:

• Strong leadership and supervisory skills with the ability to motivate and develop staff.
• Exceptional customer service orientation and commitment to patient-centered care.
• Advanced proficiency in EPIC or similar EMR systems.
• Knowledge of medical office procedures, insurance verification, and patient access workflows.
• Skilled in operating multi-line phone systems, personal computers, and Microsoft Office Suite (Excel, Word, Outlook).
• Analytical mindset with ability to interpret performance metrics and drive improvements.
• Excellent organizational, time management, and problem-solving skills.
• Professional, collaborative, and adaptable attitude with strong communication skills.

The compensation for this role includes a base pay range of $58,250-$87,379, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.