Patient Services Rep Supervisor

Position Summary

The Patient Services (PSR) Supervisor is responsible for direct patient service responsibilities while providing leadership and oversight of front-desk operations and staff for a multi-site clinic, MRI and Physical Therapy. The role emphasizes delivering an excellent patient experience while ensuring efficient registration, check-in/check-out, scheduling, communication, accuracy, and overall clinic flow. 

Key Duties and Responsibilities

The key duties and responsibilities of the Patient Services Representative Supervisor include, but are not limited to:

Leadership & Department Management

Serves as a member of the Clinic Leadership Team

Attends bi-weekly Leadership Meetings

Manages the day-to-day operations, priorities, and workflow of the Patient Services department for Clinic, MRI, and Physical Therapy

Provides day-to-day leadership, direction, and support to team members

Serves as a resource for staff questions, escalations, and problem-solving

Conducts or facilitates department meetings, huddles, training, and operational updates

Establishes department expectations and goals and monitors progress

Promotes accountability, professionalism, teamwork, effective communication, and a positive work environment

Partners with clinic leadership, providers, and other departments to resolve operational issues

Identifies workflow challenges and opportunities for process improvement

Staffing & Workforce Management

Develops and coordinates staff schedules and coverage based on department volume, operational needs, and staffing guidelines

Monitors staffing levels and adjusts assignments and coverage as needed

Ensures appropriate department coverage for absences, PTO, and changes in clinic volume

Works within established staffing and budget guidelines when developing schedules

Steps into Patient Services responsibilities as needed to maintain efficient clinic flow and minimize patient wait times

Employee Management & Development

Participates in interviewing and selecting new employees

Oversees onboarding, orientation, and training of new employees

Completes employee evaluations and performance reviews

Provides ongoing performance feedback, coaching, mentoring, and employee development

Addresses attendance, performance, conduct, and workplace concerns appropriately

Provides corrective coaching and disciplinary action when necessary

Develops staff through cross-training to increase department flexibility and coverage

Recognizes strong performance and encourages continued employee growth

Ensures employees understand and meet established job expectations

Patient Services & Clinic Operations

Ensures consistent, high-quality customer service and an excellent patient experience

Oversees registration, check-in/check-out, scheduling, and front-desk workflows for Clinic, MRI, and Physical Therapy

Troubleshoots complex patient, scheduling, registration, and operational issues

Supports patient concerns, escalations, and service recovery

Monitors clinic flow and proactively addresses delays or workflow barriers

Coordinates activities within the clinic and across departments to support patient satisfaction

Ensures staff maintain professionalism, empathy, courtesy, accuracy, and confidentiality

Quality, Compliance & Performance

Monitors quality, accuracy, productivity, and patient-service standards

Performs or oversees audits to identify scheduling, registration, billing, documentation, and quality errors

Provides feedback and corrective education when errors or trends are identified

Ensures department staff follow established policies, procedures, workflows, and service expectations

Monitors department performance and uses results to identify training and process-improvement opportunities

Training & Systems

Maintains a working knowledge of all Patient Services positions and responsibilities

Demonstrates advanced knowledge of applicable practice-management and electronic medical record systems

Ensures staff receive appropriate initial and ongoing training

Provides education and retraining when processes, policies, or systems change

Promotes cross-training and consistent workflows throughout the department

Revenue Cycle & Operational Accuracy

Supports accurate scheduling, registration, documentation, and billing-related processes

Monitors front-end processes that affect coding, billing, and overall revenue-cycle performance

Helps identify and correct registration, scheduling, billing, and documentation errors

Reinforces accurate collection and patient-account workflows as applicable to Patient Services

Ensures timely collection of patient co-pays and outstanding balances in accordance with established policies and procedures

Education/Experience

High School diploma or the equivalent required

Associates or Bachelor’s degree or equivalent Lead experience (or proven experience as an exemplary PSR trainer/mentor) of the PSR function or equivalent customer-facing leadership experience preferred

2-3 years relevant experience in public contact, preferably in a medical office environment

Minimum 3 years front office, medical reception, or direct customer service experience

Practice Management  and Electronic Medical Record systems experience

Knowledge, Skills and Abilities

Proficient knowledge of medical terminology preferred at time of hire

Superior customer service skills

Strong leadership, training and mentoring abilities

Promoting (leading by example) great interpersonal skills; modeling patience, composure and cooperation; working well with all patients, physicians and team

Advanced understanding of and Adherence to all safety, risk management and precautionary procedures (OSHA/WISHA), including the consistent respect for confidentiality (HIPAA)

Efficient use of time, with attention to quality, detail, accuracy and completion; skilled in delegation and organization

Ability to establish and manage multiple priorities, coordinate work activities and exercise initiative n

Creativity and resourcefulness in addressing problems and opportunities

Willingness and ability to be flexible with working varied hours, stepping in as a working leader as needed and dependable with attendance

Ability to remove oneself personally from given situations, remaining objective. 

Demonstrate a learning attitude toward solving problems, using good reasoning and judgment

Ability to provide feedback to improve performance

Ability to adapt to change, delays or unexpected events while maintaining a positive mindset

Self-motivated; able to work independently and collaboratively, following specific guidelines and procedures; measure self against standard of excellence, overcome obstacles and challenges, involving others when needed

Work Environment/Physical Demands

The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.