PSR Supervisor Mental Health

3M HEALTHCARE; San Diego (CA); On-site; USD 70,304 - 83,486; Full time

Job summary

FHCSD is seeking a Supervisor of Patient Service Representatives to oversee daily frontline operations and ensure quality customer service for families across service lines. The role requires guiding at least four direct reports and enforcing policy compliance.

The candidate should bring 2+ years of supervisory healthcare experience and 7+ years in patient service. Travel between sites and a CA driver’s license are required; bilingual English/Spanish is preferred.

Qualifications

• Supervisory experience in a healthcare setting required.
• Minimum 7 years patient service in healthcare.
• Able to travel between sites with valid CA driver's license.
• Bilingual in English/Spanish preferred.

Responsibilities

• Lead and coach PSRs to meet service goals.
• Ensure efficient patient flow and scheduling.
• Monitor data entry, cash handling, and front-desk tasks.
• Provide training and enforce department policies.
• Collaborate with clinic leadership on performance metrics.

Skills

Multitasking

Leadership

Communication

Bilingual English/Spanish

Education

2+ years supervisory experience

7+ years customer service experience

College coursework in business/healthcare administration

High school diploma or GED

Tools

Electronic Medical Records

Scheduling system

Job description

General Job Description

The Supervisor of Patient Service Representatives is responsible for the daily functions and customer support within the Patient Service Representative/front desk registration areas. The role ensures that departmental goals and targets are met with the primary focus on quality customer service support for families across all service lines. The supervisor is accountable for ensuring that departmental policies and procedures are followed and provides guidance and direction to at least four direct reports.

Job Roles

• Builds positive relationships, inspires others to perform at a higher level, prepares career development plans and retains an accountable workforce.
• Coaches and counsels staff and administers appropriate disciplinary action in a timely manner.
• Determines the appropriate measures of quality service and reports to the Clinic Director, including performance indicators, service trends, and customer feedback.
• Ensures expeditious and efficient patient flow through assigned clinic(s).
• Monitors patient scheduling in an ongoing effort to increase productivity and profitability.
• Oversees, monitors, audits and corrects the timely, accurate and productive delivery of customer service needs for all front‑office tasks.
• Participates in continuous improvement activities and ensures appropriate Lean tools (i.e., 5S, A3) are deployed and results are evaluated and/or measured.
• Performs other duties as assigned.
• Provides or ensures staff receive all new hire and annual trainings on time.
• Controls the customer service functions, including monitoring patient scheduling, accurate data entry, daily cash drawer reports, efficient patient flow and customer support.
• Works closely with the Accounts Receivable Manager and Customer Service Manager to provide ongoing training and monitor PSRs performance and adherence to department goals.

Education / Certifications / Licenses / Registrations

• At least 2 years of supervisory experience required, preferably within a health care environment.
• At least 7 years of customer service experience in a healthcare environment required.
• College level coursework in business, healthcare administration, or a closely related field preferred.
• High school diploma or GED equivalent required.
• Travel between sites and other locations is occasionally required. Must have a valid California driver’s license, an automobile, and proof of minimum levels of car insurance as required under California law (limits of $100,000 are recommended). An acceptable driving record is also required.
• Reasonable accommodation may be provided on a case-by-case basis. Mileage and other reimbursement are governed by policy.

Experience / Specialized Skills (including Language)

• Ability to multi‑task, be flexible, ensure accuracy, and meet changing priorities in a fast‑paced, high‑workload environment.
• Bilingual in English/Spanish preferred.
• Excellent computer literacy (e.g., use system to manage and schedule appointments, access electronic medical record information).
• Intermediate written and verbal communication skills.
• Knowledge of medical terminology and front‑office procedures required.
• Strong organizational and time‑management skills; ability to effectively multi‑task and maintain composure in a high‑volume environment.

Salary Range

70,304.00 - 83,486.00

Benefits

Information on our extensive benefits package can be found here: FHCSD Wellness – Employee Hub (gobenefits.net)

Equal Employment Opportunity Statement

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.