Patient Service Representative Supervisor- Family Practice

Duly Health and Care; Aurora (IL); On-site; USD 58,000 - 87,000; Full time

Benefits offered by this job

Healthcare benefits

Tuition Reimbursement

401(k) match

Volunteer time off

Parental leave

Job summary

Duly Health and Care is seeking a Patient Service Supervisor in Aurora to lead front desk operations, ensuring exceptional patient service and efficient workflows.

You will guide daily activities, promote team development, and align operations with quality care and patient experience goals.

Qualifications

• Proven leadership and supervisory skills with team motivation.
• Strong customer service orientation focused on patient-centered care.
• Experience with EPIC or similar EMR systems.

Responsibilities

• Supervise Patient Service Representatives, coaching and setting expectations.
• Monitor staffing and schedules to ensure adequate coverage across shifts.
• Review performance dashboards and drive improvement actions.
• Ensure accurate patient demographics, insurance verification, and contacts in EPIC.

Skills

Leadership

Customer service

Team supervision

EPIC EMR

Analytical mindset

Education

High School diploma or equivalent

Associate or bachelor’s preferred

Tools

EPIC

Job description

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.Benefits:• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.• Access to a mental health benefit at no cost.• Employer provided life and disability insurance.• $5,250 Tuition Reimbursement per year.• Immediate 401(k) match.• 40 hours paid volunteer time off.• A culture committed to community engagement and social impact.• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.Patient Service Supervisor- AuroraThe 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 & QualityEnsures 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.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 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.If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.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 DisclosureArtificial 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.