Patient Service Representative Supervisor- Family Practice

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Westbrook (ME); On-site; USD 29,000 - 36,000; Full time

Benefits offered by this job

Health benefits

Mental health support

401(k) match

Tuition reimbursement

Volunteer time off

Parental leave

Job summary

Midwest Physicians Administrative Services, LLC dba Duly Health and Care is seeking a Patient Service Supervisor - Aurora to lead front desk operations, deliver exceptional patient service, and drive scheduling efficiency. You will guide Patient Service Representatives, monitor workflow performance, and ensure compliance with policies while supporting department goals.

Ideal candidates have 3+ years in a medical office with at least 1 year in a supervisory role, experience with scheduling and

Qualifications

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

Responsibilities

• Oversees front desk operations to ensure exceptional customer service and efficient workflows.
• Guides daily activities of Patient Service Representatives and coaches staff.
• Manages scheduling workflows and staffing to optimize patient access and reduce wait times.
• Ensures HIPAA compliance and accurate documentation in the EMR system.

Skills

Leadership

Supervisory experience

EPIC EMR

Customer service

Scheduling

Communication

Education

High School diploma

Healthcare administration degree preferred

Tools

EPIC EMR

Microsoft Office

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 - Aurora

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.

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 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.

Let’s start with what matters. People. Purpose. Care.

At Duly Health and Care, we believe healthcare works best when it’s personal, connected, and led by people who truly care. We are a physician-led medical group built on trusted relationships, teamwork, and a shared commitment to putting patients first in every decision we make. Our team members are caregivers, collaborators, problem-solvers, and leaders. Together, we show up with compassion, act with purpose, and take ownership of the care we deliver and the experience we create. Whether you’re caring directly for patients or supporting the teams who do, your role matters here, and your voice is valued. We listen with intention, work as one, and challenge ourselves to keep improving, not for recognition, but because our patients, families, and communities count on us.

Innovation at Duly isn’t about chasing what’s next for its own sake. It’s about finding better ways to deliver high-quality, affordable, and accessible care, today and into the future. If you’re looking for meaningful work, supportive teammates, and the opportunity to help shape the future of care while staying grounded in compassion and community, you’ll find your place at Duly.