Patient Services Supervisor

Texas Tech University Health Sciences Center; Odessa (TX); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement plans

Wellness programs

Mother-friendly workplace

Job summary

Texas Tech University Health Sciences Center is seeking a supervisor for the Patient Services Specialist team supporting Internal Medicine Primary Care and Subspecialty Clinics. You will oversee daily operations, coach staff, and ensure accurate scheduling, registration, and insurance verification to optimize patient access.

The role emphasizes staff development, adherence to policies, and collaboration across clinical teams to deliver standing service standards and a positive patient experience.

Qualifications

• High School diploma or equivalent.
• Five (5) years of experience.

Responsibilities

• Provides direct supervision and leadership to Patient Services Specialist (PSS) staff supporting Internal Medicine Primary Care and Subspecialty Clinics.
• Oversees daily operations, assigns work, monitors performance, provides coaching and training, and ensures staff consistently follow departmental policies, procedures, and established workflows.
• Supervises patient scheduling operations for Internal Medicine Primary Care, subspecialty clinics, and procedures.
• Monitors appointment availability, scheduling accuracy, and clinic utilization to support efficient patient access and maximize provider schedules.
• Oversees patient registration and check-in processes, including appointment scheduling, receipt and processing of patients, demographic data collection, insurance verification, and maintenance of patient records.
• Ensures accurate patient demographic and insurance information is collected and entered into Cerner by PSS staff.
• Reviews processes and documentation for accuracy and completeness to reduce registration errors and denials.
• Reviews and audits registration and eligibility denials to identify errors and opportunities for improvement.
• Provides education, coaching, and corrective guidance to PSS staff to prevent recurring errors and improve registration accuracy.
• Oversees insurance verification processes, including verification of benefits, obtaining required referrals, and securing prior authorizations for clinic services and procedures.
• Coordinates and monitors responses to requests for information from patients, insurance companies, and other entities while ensuring confidentiality.
• Monitors front-end revenue cycle processes to decrease rejections and improve eligibility verification.
• Promotes excellent customer service and professional conduct towards patients, families, providers and staff.

Job description

Position Description

Supervises day-to-day activities for the PSS team, ensuring coverage and efficiency across the assigned functional unit. Monitors performance and productivity, provides coaching, and conducts employee evaluations. Manages employee timesheets and leave reporting. Coordinates with other teams to ensure consistent service standards. Trains other PSS team members.

Supervises day-to-day activities for the PSS team, ensuring coverage and efficiency across the assigned functional unit. Monitors performance and productivity, provides coaching, and conducts employee evaluations. Manages employee timesheets and leave reporting. Coordinates with other teams to ensure consistent service standards. Trains other PSS team members.

Major/Essential Functions

• Provides direct supervision and leadership to Patient Services Specialist (PSS) staff supporting Internal Medicine Primary Care and Subspecialty Clinics. Oversees daily operations, assigns work, monitors performance, provides coaching and training, and ensures staff consistently follow departmental policies, procedures, and established workflows.
• Supervises patient scheduling operations for Internal Medicine Primary Care, subspecialty clinics, and procedures. Monitors appointment availability, scheduling accuracy, and clinic utilization to support efficient patient access and maximize provider schedules.
• Oversees patient registration and check-in processes, including appointment scheduling, receipt and processing of patients, demographic data collection, insurance verification, and maintenance of patient records.
• Ensures accurate patient demographic and insurance information is collected and entered into Cerner by PSS staff. Reviews processes and documentation for accuracy and completeness to reduce registration errors, claim rejections, and eligibility-related denials.
• Reviews and audits registration and eligibility denials to identify errors, trends, and opportunities for improvement. Provides appropriate education, coaching, and corrective guidance to PSS staff to prevent recurring errors and improve registration accuracy.
• Supervises insurance verification processes, including verification of benefits, obtaining required insurance referrals, and securing prior authorizations for clinic services and procedures.
• Oversees the processing of charges for clinic services and the filing of insurance claims, ensuring information is accurate, complete, and processed according to established departmental procedures and applicable requirements.
• Coordinates and monitors responses to requests for information from patients, insurance companies, and other authorized entities while ensuring appropriate confidentiality and protection of patient information.
• Ensures PSS staff maintain accurate and complete departmental and patient records and adhere to HIPAA requirements, organizational policies, and established standards for confidentiality and protection of patient health information.
• Monitors front-end revenue cycle processes to identify opportunities to decrease insurance rejections and denials, improve eligibility verification, and increase the accuracy of information obtained at the time of registration.
• Monitors staff workflows and clinic operations to ensure timely patient processing, appropriate coverage, efficient use of resources, and a positive patient experience across Internal Medicine Primary Care and Subspecialty Clinics.
• Provides ongoing training and education to PSS staff regarding registration, scheduling, insurance verification, referrals, prior authorizations, patient processing, documentation requirements, and departmental procedures.
• Serves as a resource and escalation point for PSS staff, assisting with complex scheduling, registration, insurance, referral, authorization, and patient-service concerns.
• Collaborates with clinical staff, providers, leadership, and other departments to resolve scheduling and registration issues, improve patient access, address operational concerns, and promote effective clinic workflows.
• Promotes excellent customer service and professionalism by ensuring patients, families, providers, insurance representatives, and internal customers receive timely, accurate, and courteous assistance.

Required Qualifications

• High School diploma or equivalent, and five (5) years of experience.

Preferred Qualifications

• Prior experience with Cerner/EPIC EMR.
• Prior experience working in a clinical setting.

Required Attachments

Resume / CV

Benefits

TTUHSC is committed to creating an environment where our team members can do their best work, with programs and benefits to support head-to-toe well-being. Explore just a few of the advantages of being a TTUHSC team member.

• Health Plans + Supplemental Coverage Options – Individual health insurance provided at no cost for full-time team members
• Paid Time Off – Including holidays, vacation, sick leave and more
• Retirement Plans
• Wellness Programs
• Certified Mother-Friendly Workplace

Additionally, TTUHSC invests in the success of our team members by providing opportunities for personal and professional growth, including lifelong learning programs, recognition programs, and health and wellness initiatives. Team members also enjoy a variety of other perks, such as special membership rates at local gyms and golf courses, access to state-of-the-art software and facilities, and discounts on travel, technology, entertainment and more.

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website at https://app4.ttuhsc.edu/payplan.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.