Patient Services Rep Supervisor

Proliance Surgeons, Inc.; Renton (WA); Sur place; USD 70 000 - 100 000; Plein temps

Résumé du poste

Proliance Surgeons, Inc. is seeking a Patient Services Supervisor to lead front-desk operations for a multi-site clinic, MRI and Physical Therapy.

You will manage scheduling, registration and patient flow, while directing staff and ensuring a high-quality patient experience. You will provide leadership, coaching and training, handle escalations, and partner with clinic leadership to optimize operations and minimize wait times.

Qualifications

• High School diploma or equivalent required.
• Lead experience or equivalent in PSR/leadership preferred; Associate/Bachelor’s degree acceptable.
• Experience in front-desk/medical office environment recommended.

Responsabilités

• Lead front-desk operations across Clinic, MRI, and Physical Therapy.
• Oversee scheduling, registration, check-in/check-out and patient flow.
• Provide coaching, performance reviews, and staff development.
• Participate in recruitment, onboarding and training of new staff.
• Ensure patient experience meets quality standards and confidentiality.
• Monitor workflows and drive process improvements across departments.

Connaissances

Leadership

Customer service

Communication

Training

Mentoring

Interpersonal skills

Organization

Time management

HIPAA

OSHA/WISHA

Formation

High School diploma

Associate or Bachelor’s degree / Lead experience

Outils

Practice Management Systems

EMR systems

Description du poste

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.