Regional Patient Services Supervisor

Heartland Dental; Effingham (IL); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Generous benefits package

Job summary

Heartland Dental is seeking a Regional Patient Services Specialist Supervisor to lead a team of Regional Patient Service Specialists and ensure high-quality service delivery and cross-functional alignment across supported doctors and dental practices.

The ideal candidate will have strong leadership, data-driven decision making, and excellent communication skills to coach teams in a fast-paced, service-oriented environment.

Qualifications

• Minimum 1 year of experience in the PSR department (required).
• Familiarity with PSR workflows and operations.
• Strong leadership and team-coaching skills.

Responsibilities

• Directly supervise and lead the Regional Patient Service Specialists, through routine 1:1s, performance reviews, and coaching sessions.
• Partner with supported Doctors and teams to deliver the highest level of customer service to ensure timely, professional resolution of incoming calls and tickets.
• Responsible for office facing customer service performance (call quality, ticket handling, accuracy, customer satisfaction).
• Investigate escalations and communicate findings and next steps.
• Foster a positive, collaborative team culture centered around patient and practice support.
• Oversee workflow distribution and daily workload balance.
• Partner with Regional Patient Service Consultants on trend analysis, documentation, and improvement opportunities.
• Partner with Patient Services Supervisors on feedback trends and escalations.
• Collaborate with the PSR Quality and Training teams to review feedback trends and implement coaching or process changes.
• Identify trends in calls, tickets, and PSR feedback to recommend solutions.

Skills

Leadership & coaching

Data-driven decision making

Communication skills

Multitasking

Attention to detail

Job description

Department: Patient Services
Reports To: Regional Patient Services Manager
Location: Remote/Hybrid (based on candidate location)

Heartland Dental’s Patient Service Center is growing, and we are excited to invite applicants for the role of Regional Patient Services Specialist Supervisor. This leader will lead a team of Regional Patient Service Specialists who serve as the front‑line support for our supported doctors and dental practice teams. The Supervisor is responsible for high‑quality service delivery, operational efficiency, and strong cross‑functional alignment. This position is ideal for a highly organized, people‑focused leader who thrives in a fast‑paced, service‑oriented environment and is passionate about coaching teams toward excellence.

Responsibilities

• Directly supervise and lead the Regional Patient Service Specialists, through routine 1:1s, performance reviews, and coaching sessions.
• Partner with supported Doctors and teams to deliver the highest level of customer service to ensure timely, professional resolution of incoming calls and tickets.
• Responsible for office facing customer service performance (call quality, ticket handling, accuracy, customer satisfaction).
• Investigate escalations and communicate findings and next steps.
• Foster a positive, collaborative team culture centered around patient and practice support.
• Oversee workflow distribution and daily workload balance.
• Partner with Regional Patient Service Consultants on trend analysis, documentation, and improvement opportunities.
• Partner with Patient Services Supervisors on feedback trends and escalations.
• Collaborate with the PSR Quality and Training teams to review feedback trends and implement coaching or process changes.
• Identify trends in calls, tickets, and PSR feedback to recommend solutions.

What We’re Looking For

• At least 1 year of experience within the Patient Services Representative (PSR) department (required).
• Familiarity with PSR workflows and operations.
• Strong leadership and team‑coaching skills.
• Ability to make data‑driven decisions and leverage metrics to guide performance.
• Excellent communication—both written and verbal.
• Ability to multitask and thrive in a fast‑paced environment.
• Strong problem‑solving abilities and attention to detail.

Desirable Qualifications

• Previous supervisory experience or call‑center leadership preferred.
• Experience with customer service metrics and best practices.

Physical Requirements

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.