Patient Services Specialist Supervisor

Front-End Management

• Oversees staff and patient care functions of the practice(s).
• Resolves employee issues and addresses procedure and performance related issues. Authorizes attendance, schedules, and sick time changes. Responsible for timekeeping and payroll for direct reports
• Enforces adherence of company policies and procedures and standards including but not limited to HIPAA, Compliance, Human Resources, etc.
• Compiles, analyzes and identifies trends in daily statistical data as requested and presents data reports monthly to appropriate parties with guidance from practice leadership.
• Copayment & Patient Secure Reports- Monitors overall practice collection percentage and works with staff to identify areas for improvement. This report is expected to be monitored on a weekly basis. Identify top performers and acknowledge with the team.
• Reviews operational dashboards and reports to track performance and identify trends that need to be addressed. Assist with implementation and oversight of key indicators related to MIPS, front-end work-queues, patient experience, and scheduling.
• Works closely with Administration, on or off site Coordinators and Supervisors, IT Operations, to identify opportunities to improve front-end processes.
• Functions as a liaison between non-physician staff and physicians to ensure effective service for patients. Establishes and maintains effective working relationships with group physicians. Services as a role model and resource person for providing quality patient care and patient information as needed.
• Responsible for continued office personnel training for front desk, reception and billing activities related to procedure intake and scheduling. Ensures appropriate cross-training and cross-coverage for all administrative activities
• Performs other duties as assigned.

Staff Engagement

• Mentor’s staff, and actively promotes the development of front-end performance improvement.
• Assists with staff competency assessments and performance evaluations providing feedback, identifying training needs, and pathways for employee continued career success.
• Conducts routine staff meetings and huddles to promote staff communication and feedback.
• Promotes employee engagement activities within the practice, engaging feedback from support staff and leaders internally.

• High school diploma; additional certification in Office Management is a plus. Associate's degree is preferred.
• Minimum of three (3) years of relevant supervisory experience in ophthalmology, healthcare, or clinic setting in lieu of bachelor’s degree.
• Minimum of one (1) year of experience in a medical office, preferably in ophthalmology practice
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment (e.g. fax machines and printers)
• Caring, helpful and professional demeanor and appearance.
• Solid written and verbal communication skills, Bilingual Spanish/English a plus
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Multitasking and time-management skills, with the ability to prioritize tasks