Patient Service Representative – Supervisor

Outreach Community Health Centers; Milwaukee (WI); On-site; USD 55,000 - 70,000; Full time

Job summary

Outreach Community Health Centers in Milwaukee, WI seeks a PSR Supervisor to oversee the full patient access lifecycle, supervise the PSR team, and optimize front-office operations from scheduling to billing. You will ensure data integrity, assist with denials management, and collaborate with leadership to maximize reimbursement and patient service excellence.

The role requires a Bachelor’s degree and supervisory experience in healthcare, with strong communication and analytical skills to

Qualifications

• Requires a Bachelor’s degree and at least three years of healthcare experience, including supervisory responsibilities.
• Experience in clinical services, mental health or substance abuse settings preferred.
• Knowledge of insurance, managed care, PPO, and Milwaukee County systems preferred.

Responsibilities

• Provide direct supervision, mentorship, and backup support to the Patient Service Representatives (PSRs).
• Oversee verification of patient insurance benefits, determine co-pays/deductibles, and collect payments.
• Manage front-desk operations, ensure data collection and welcoming environment, and liaise with clinical staff.
• Generate and analyze reports from the practice management system for demographics, billing, and utilization data.

Skills

Supervisory experience

Communication skills

Analytical skills

Customer service

Education

Bachelor’s degree

Tools

Practice management system

Job description

Position Summary

Under the direction of the Director of Revenue Cycle, the PSR Supervisor is responsible for overseeing the full patient access lifecycle, including demographic data integrity, insurance verification, and authorization management. This role serves as the primary resource for front-office records management and provides direct supervision to the Patient Service Representative (PSR) team. The Supervisor ensures that patients are accurately tracked from initial access through the completion of insurance billing, while maximizing reimbursement and upholding exceptional customer service standards. This position works closely with the Director of Clinics and Provider Relations to align front-office functions with clinical operations.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Supervision & Team Development

• Provide direct supervision, mentorship, and backup support to the Patient Service Representatives (PSRs).
• Conduct annual performance reviews and provide ongoing feedback to foster professional growth.
• Coordinate and lead monthly staff meetings to deliver ongoing training, communicate policy updates, and ensure staff are cross-trained in scheduling, phones, reception, and clinic operations.

Revenue Cycle & Insurance Management

• Oversee the verification of patient insurance benefits, determination of co-pays/deductibles, and collection of point-of-service payments.
• Ensure all necessary pre-certifications and prior authorizations are obtainedprior to patient scheduling to prevent claim denials.
• Conduct periodic audits of patient schedules and demographic entries to ensure accuracy in reporting and billing.
• Assist patients with setting up payment arrangements and resolving billing-related complaints.

Operational Oversight

• Manage daily front-desk operations to ensure proper data collection, efficient patient flow, and a welcoming environment.
• Liaise with clinical staff to ensure seamless communication regarding service delivery and patient needs.

• Oversee and manage supply inventory to ensure uninterrupted operations.
• Ensure telephone systems are transferred to the answering service per clinic hours of operation and manage the sorting/distribution of incoming mail.

Reporting & Compliance

• Generate and analyze reports from the practice management system regarding demographics, billing, and utilization data as requested.
• Assist all clinical Directors to ensure that services rendered are supported by accurate data for maximum payment.
• Follow and enforce all safety, work rules, and departmental housekeeping standards.
• Complete special projects and other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Education & Experience:

• Requires a Bachelor’s degree and/or at least three years of experience in healthcare, at least one year of which must include documented supervisory experience.
• Experience in a clinical services, mental health or substance abuse setting is preferred.
• Knowledge of insurance, managed care, PPO and Milwaukee County systems are preferred.

Knowledge, Skills, and Abilities:

• Ability to work under pressure.
• Excellent oral, written, and presentation communication skills. Ability to communicate complex billing information clearly to patients, medical staff, and payors.
• Ability to establish and maintain effective working relationships with patients, medical staff, coworkers, and the public.
• Strong analytical skills with the ability to resolve discrepancies and appeal denied claims effectively.

Outreach Community Health Centers, Inc. is an Equal Opportunity Employer